Operations Manager — Canadian Home Cleaning Company (Graveyard Shift)

We run a residential cleaning company in Canada and we're growing. Right now the owner is wearing too many hats, and the role we need filled is the one keeping the day-to-day running: making sure the schedule operates smoothly, and bringing on new cleaners every month so we always have capacity.

This is a real operations role with real ownership. We're looking for someone who wants to grow with us long-term.

## Your two main accountabilities

**1. The schedule runs smoothly.**

This is the one that matters most. If a cleaner doesn't show up, if there's a double-booking, if a customer's notes are wrong, if someone's unassigned for tomorrow — that's yours to catch and fix. You'll be reviewing the schedule every day, looking ahead a few days and a few weeks, spotting mistakes before they become problems, and making sure every customer has a regular cleaner they trust.

When something does go sideways (cleaner can't get into the house, customer wants to reschedule last minute), you're the one who picks up the phone, figures it out, and keeps everyone happy.

**2. Hire and onboard new cleaners every month.**

We need to bring on at least 2 new cleaners a month, consistently. Good news: most of the system is already built and partially automated — application pipelines, screening templates, onboarding SOP. You're stepping into a process, not building one from scratch. Your job is to work the pipeline: review applicants, do the calls, set up test cleans, walk new hires through onboarding, and keep the bench deep so we're never caught short.

## Supporting tasks

- Cover phones in the mornings (until 11am PT) and on weekends — answer customer questions, handle reschedules, solve small problems
- Pay out cleaners at end of day and charge completed jobs
- Work alongside our other VA on rescheduling and customer communication
- Send the owner a quick end-of-day update

## The schedule

- 8:00 AM – 4:00 PM Pacific Time, Saturday through Wednesday
- That's roughly 11:00 PM – 7:00 AM Manila time, Sunday through Thursday night
- This is a graveyard shift. Please only apply if you've done this before or know you can sustain it — it's a real consideration, not a small one.

## This is a full-time, exclusive role

This role requires your full focus during your shift. We're not open to candidates juggling other VA contracts or client work on the side — we've seen how that plays out, and this job moves too fast for split attention. If you're currently working with other clients, that's fine, but you'd need to wind those down before starting with us. Please only apply if you're able to commit to this as your only role.

## Who we're looking for

- **Smart and a good problem-solver.** The schedule is often a puzzle, and hiring well takes judgment. We need someone who can think things through, not just follow instructions.
- **Emotionally intelligent.** A lot of this job is people — upset customers, cleaners going through stuff, situations that need to be read correctly. Warmth plus the ability to hold the line both matter.
- **Reliable.** Show up, do what you said you'd do, communicate clearly when something changes.
- **Fluent English, spoken and written.** You'll be on the phone with Canadian customers, so we need clear, easy-to-understand spoken English and clean written English.
- **Open to learning Canadian culture and geography** — cities, neighbourhoods, how customers there talk and what they expect.
- **Relevant experience.** We need someone who's worked in customer service, operations, hospitality, home services, or something similar. Cleaning industry experience is a big plus. Generic admin or data entry on its own won't be enough for this role.

## Compensation

- 45,000/month starting
- Paid time off and Philippine holidays after probation
- Performance bonuses once you're settled in — we want you growing with us as the company grows

## How to apply

This should take you about 15–20 minutes. We respect your time and we'll respect ours by reading every application that follows the instructions — and getting back to qualified applicants within a week.

Please start your application with the word **"PUZZLE"** as the very first word — it tells us you read the post carefully, which is genuinely part of the job.

**1. Voice recording (60–90 seconds).** Introduce yourself, tell us briefly about your relevant experience, and why this role interests you. Upload as an audio file or share a link (Google Drive, Vocaroo, etc).

**2. Customer scenario.** A customer calls upset after a clean, saying the cleaner missed several areas and demanding a full refund. The cleaner says she cleaned everything on the checklist and the customer is being unreasonable. Walk us through how you'd think about this and what you'd do. (3–5 sentences is plenty.)

**3. Schedule scenario.** It's Monday morning. A cleaner texts at 7am that she's sick and can't do her three jobs today — 9am, 11:30am, and 2pm, all in different parts of the city. You have two other cleaners with partial availability, and one of those three customers has already been rescheduled twice. Walk us through how you handle the next 30 minutes. (3–5 sentences.)

**4. Hiring red flags.** When you're screening or interviewing someone for a job, what 3 red flags do you watch for, and why?

**5. Logistics.** One line each:
- Country and time zone
- Graveyard shift experience (have you done it, for how long?)
- Confirm the schedule above works for you
- Confirm you have no other ongoing VA contracts, or that you'd wind them down before starting

That's it. Looking forward to hearing from you.