Exciting Opportunity! 

 Service Operations Manager

Salary: $60,000 - $70,000

Location: San Antonio, TX

Role Overview

Top Commercial Cleaning Franchise is seeking a Service Operations Manager (also referred to as Brand Manager) to serve as a key operational and customer-facing leader supporting franchise owners and clients across the San Antonio market.

This role is ideal for a bilingual (English/Spanish) professional who enjoys working in the field, managing relationships, resolving issues, and helping ensure consistent service quality. The Brand Manager acts as a critical liaison between franchise owners, customers, and the regional office, with a strong focus on onboarding, retention, and day-to-day operational support.

If you feel you are the right person for this critical role then we want to hear from you today!

Key Responsibilities

• Conduct franchise onboarding, orientations, and ongoing support for new and existing franchise owners
• Perform walkthroughs for new account starts, transfers, and inspections (English and Spanish speaking franchisees)
• Serve as a primary point of contact for franchise owners and customers regarding service issues, work orders, and special requests
• Receive, track, and resolve work orders and service concerns in a timely and professional manner
• Match franchise owners with appropriate customer accounts based on service needs and capabilities
• Negotiate pricing adjustments and coordinate special services as needed
• Perform monthly client inspections and document findings
• Maintain accurate records and enter inspection and service data into company systems
• Prepare and submit daily and periodic reports to the Regional Director
• Support customer retention efforts with the goal of maintaining a low monthly cancellation rate

What Success Looks Like in This Role

• Franchise owners feel supported, informed, and well-prepared
• Customers experience consistent service and timely issue resolution
• Service issues are addressed calmly, professionally, and efficiently
• Communication between the field and regional leadership is clear and reliable
• Operational details are handled with accuracy and follow-through
• The Brand Manager operates independently while knowing when to escalate issues appropriately

 Required Qualifications

• Fluent bilingual English / Spanish (spoken and reading required)
• Experience in customer-facing operations, account management, field services, or franchise support
• Strong customer service and conflict-resolution skills
• Ability to manage multiple priorities independently in a fast-paced environment
• Professional judgment, emotional maturity, and discretion
• Comfortable working both in the field and in administrative systems
• Valid driver’s license, reliable transportation, and acceptable driving record

Preferred Qualifications

• Experience working with franchises, service-based businesses, or distributed teams
• Background in operations, inspections, customer success, or account coordination
• Experience negotiating pricing or coordinating special services
• Familiarity with CRM, work order, or scheduling systems

Work Environment & Physical Requirements

• Regular field work, including site visits and inspections
• Frequent standing and walking; occasional sitting, stooping, kneeling, or crouching
• Ability to lift up to 10 pounds frequently and up to 25 pounds occasionally
• Regular exposure to outdoor weather conditions
• Moderate noise environment

Why This Role Matters

This position plays a vital role in maintaining service quality, supporting franchise owners, and protecting the brand in the San Antonio market. The right person will bring steadiness, clarity, and professionalism to a dynamic environment where relationships and follow-through matter.