Operations Lead — Canadian Cleaning Company (Long-Term Career Role) | 45,000 + Bonuses

We're a fast-growing residential cleaning company in Canada, and we're hiring the person who's going to help us run it.
This isn't a task-list VA gig. It's a real operations role with real ownership, real upside, and a clear path to Operations Manager as we scale. We're ambitious, we move fast, and we have fun doing it. No drama, no micromanaging; we just care about results. If that sounds like your speed, we'd love to meet you.

What you'll own
The schedule. This is the heartbeat of the business. Every day, you're reviewing what's booked, looking a few days and a few weeks ahead, and catching problems before they become fires — missing assignments, double-bookings, wrong customer notes, a cleaner who hasn't confirmed. When something does go sideways (cleaner locked out, last-minute reschedule, sick day at 7am), you're the one who picks up the phone, sorts it out, and keeps everyone happy. Every customer should have a regular cleaner they trust, and that's your job to maintain.
Hiring 2+ new cleaners every month. Steady pipeline = steady growth. The good news: the system is already built and partially automated. Application pipeline, screening templates, onboarding SOP — it's all there. You're stepping into a process, not building one from scratch. Your job is to work it consistently: review applicants, run the calls, set up test cleans, walk new hires through onboarding, keep the bench deep.

Supporting work alongside that:
Cover phones in the mornings (until 11am PT) and on weekends — customer questions, reschedules, small problems
Pay cleaners and charge completed jobs at end of day
Work with our other VA on rescheduling and customer comms
Quick end-of-day update to the owner

Compensation & growth

?45,000/month starting (~USD $790)
One full month's salary as a bonus when we hit 200 jobs/month — this is the next big milestone for the company, and you're a huge part of getting us there. When we cross it, you get paid. This may increase, depending on our profitability.
Paid time off and Philippine holidays after probation
Performance bonuses once you're settled in
Real growth path. As we scale past 200 jobs/month, this role becomes a full Operations Manager position — more responsibility, more comp, more ownership. We want to build this with someone long-term, not replace them every year.

The schedule (be honest with yourself here)

8:00 AM – 4:00 PM Pacific Time, Saturday through Wednesday
That's 11:00 PM – 7:00 AM Manila time, Sunday through Thursday night
This is a graveyard shift. Only apply if you've done graveyard before and you know you can sustain it long-term. We'd rather you tell us "this isn't for me" now than burn out in month two — for both our sakes.

This is a full-time, exclusive role
We're hiring one person to focus on this completely. If you're currently with other clients, that's fine — you'd wind them down before starting. We're not open to candidates juggling side contracts. In return, you get stability, a real career, a team that has your back, and growth as we grow.
Who we're looking for

Smart problem-solver. The schedule is a puzzle. Hiring well takes judgment. You think, you don't just execute.
Emotionally intelligent. Upset customers, cleaners going through hard stuff, situations that need to be read right. Warmth and the ability to hold the line — both matter.
Reliable. Show up. Do what you said. Communicate when something changes. Boring but non-negotiable.
Fluent English, spoken and written. You'll be on the phone with Canadian customers daily — clear, easy-to-understand spoken English is essential.
Open to learning Canadian culture and geography — cities, neighbourhoods, how customers talk, what they expect.
Relevant experience required. Customer service, operations, hospitality, home services, property management, dispatch, or similar. Cleaning industry experience is a big plus. Pure admin or data entry on its own won't be enough for this role.

How to apply (15–20 minutes)
We read every application that follows the instructions, and we get back to qualified candidates within a week. Real reply, real person.
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 audio 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.)
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. We're excited to meet you.