Customer Care and Operations Manager

About this role

Amenity Housekeeping is a housekeeping service partnering with luxury apartment buildings across major U.S. markets to make Housekeeping available as an Amenity for residents. We’re looking for a motivated, people-first professional to fill a hybrid role that’s equal parts client-facing customer care and hands-on operations management. What you’ll do — Customer Care (50%) Pay is a combination of hourly rate plus bonuses and overrides.

• Serve as the primary point of contact for residents via phone, email, and live chat
• Respond promptly to inquiries, concerns, and service requests
• Follow up to confirm resolution and gather client feedback
• Maintain accurate account records in our CRM
• Identify opportunities to upsell or cross-sell services when appropriate
• What you’ll do — Operations Management (50%)
• Partner with our internal recruiter to hire and onboard 1099 independent cleaning contractors
• Manage day-to-day scheduling, performance, and retention of your contractor team
• Ensure consistent coverage and quality across assigned markets
• Uphold company service standards and procedures

Requirements

• 5+ years of customer service experience
• Prior team leadership or management experience
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making ability
• Proficiency with CRM systems, Google Workspace, and Microsoft Office
• Experience managing or coordinating independent contractors a plus
• Patient, empathetic approach with clients
• Ability to multitask and manage time effectively
• Flexible availability, including occasional weekends

Qualifications

• Experience handling high-volume customer inquiries
• Experience resolving escalations in a service environment
• Background in home services, hospitality, or property management

Why work here?

Amenity Housekeeping brings hotel-quality cleaning to luxury apartment communities across 12+ U.S. markets. We’re a growing, entrepreneurial company that values accountabi...