Business Operations Manager

Mountain Vista Window Washing Service Technician About Mnt Vista, Mountain Vista Window Washing is a small locally owned home service provider. With a small team of 6-10 we provide personalized care for staff and clients. Over the last 8 years we have built a reputation as the highest reviewed and most awarded window cleaner in the high country. This is due to a well cared for and valued team that gives back in quality job performance. At Mountain Vista everyone on the team is a crucial part of the operation. We expect excellent work performance and are open to innovative ideas, initiative, and life work balance needs. Being a part of this team means taking care of one another by keeping vans organized, providing detailed services, interacting professionally as a team and with clients while keeping a professional attitude. Why Mountain Vista This is not your typical 9-5 job or employer. Love being outside? We work outside every day in upscale housing communities with some of the high countries' most exclusive views.

This however does mean working in the occasional inclement weather conditions. How else do we differ? Mnt Vista was started by a student who knows the challenges of finding a quality job. We make it our mission to create a culture where you are valued. Start with fair pay, rapid advancement potential, and free healthy lunches every day. Position Summary The Operations Manager is the central hub between Mountain Vista's clients, technicians, and ownership. This role oversees the daily coordination of scheduling, dispatching, customer communication, crew management, quality control, and operational systems that keep the company running smoothly and profitably. The Operations Manager ensures every job is quoted accurately, scheduled efficiently, completed to Mountain Vista's standards, and followed up on — so that clients become lifelong advocates and technicians are set up for success every day. This position reports directly to the Owner and works closely with the sales and field teams to meet revenue targets, maintain the company's award-winning reputation, and build the operational infrastructure for continued growth across Watauga, Avery, and Ashe Counties. Core Values Alignment The Operations Manager must embody Mountain Vista's five core values in every decision: Communication

• Community
• Self-Improvement
• Reliability
• Respect .

This means proactive communication with clients and crew, genuine care for the community we serve, a commitment to continuously improving yourself and the business, showing up consistently and dependably, and treating every person — client, teammate, or vendor — with respect. Customer Service & Communication Serve as the primary point of contact for all client communication via phone, email, and text — responding promptly, professionally, and in a knowledgeable manner that builds trust. Perform confirmation calls to clients 48 hours before each scheduled service, following the Service Confirmation Script. Perform follow-up calls within 24 hours of job completion to ensure satisfaction and address any concerns before they become issues. Handle invoice follow-up and collections for clients with outstanding balances, adhering to Net 15 terms and escalation procedures (3% interest per additional 15 days; collections/lien after 90 days). Ensure full resolution of any client issues or complaints — coordinating with the field team to schedule return visits when needed, honoring the satisfaction guarantee. Perform customer reactivation outreach for clients who have not scheduled a follow-up visit within 6-12 months, using the Reactivation Script. Respond to all Google Reviews (positive and negative) in a timely manner that reflects the Mountain Vista brand voice. Post to all social media platforms on a weekly basis: Google Business, Instagram, and Facebook. Track and provide call metrics and customer service KPIs to ownership on a regular basis. Scheduling & Dispatch Review approved quotes and unscheduled jobs daily as they are received and ensure they are scheduled to accommodate: (1) the client's requests and needs, (2) the technicians' safety and success, and (3) the company's revenue goals and profitability through efficient routing. Ensure scheduling efficiency and accurate job details in

Jobber:

prices are on line items aligned with current service rates, locations are accurate and optimized for drive time, customer information is verified, and job summaries are current and relevant. Facilitate schedule changes as required due to inclement weather, technician issues, or equipment downtime — proactively communicating changes to affected clients. Report important job details to technicians during the daily Morning Huddle, ensuring crews leave prepared with the right equipment, chemicals, and client-specific instructions. Coordinate dispatching of service technicians to job sites in efficient, cost-effective routing patterns that maximize billable hours and minimize windshield time. Manage the scheduling calendar to balance workload across crews, avoid overbooking, and maintain realistic time estimates for each service type. Crew & Field Management Hold service technicians accountable to all company standards, policies, and procedures — including appearance and workwear standards, punctuality, vehicle protocols, cell phone usage, and safety requirements. Participate in recruiting, interviewing, onboarding, and training of new service technicians — using the Trainee Evaluation Rubric, Service Tech Evaluation Rubric, and Lead Tech Evaluation Rubric to assess readiness for advancement. Conduct or support regular performance reviews, providing constructive feedback and documenting areas for improvement or recognition. Ensure all crew members maintain compliance with IWCA window cleaning safety standards and PWNA pressure/soft wash certifications as applicable. Monitor and enforce safety protocols for all field operations, including ladder safety, chemical handling, fall protection, weather hazard awareness, and vehicle safety — in accordance with the company's Accidents and Injuries, Weather Hazards, and Tobacco/Drug/Alcohol policies. Track and order supplies and materials as needed: gutter guards, squeegee rubbers, scrub tools, cleaning chemicals, and any odd job materials — maintaining adequate inventory without overstocking. Coordinate vehicle maintenance and ensure company vehicles are clean, fueled, and serviced per the Company Vehicle Agreement and Gas Card Usage policies. Quality Control & Job Site Standards Conduct periodic on-site quality inspections of completed jobs to verify work meets Mountain Vista's standards — including streak-free glass, clean tracks and screens, proper gutter flow, and thorough soft wash coverage. Review before-and-after photos from job sites for quality documentation and social media content opportunities. Ensure technicians are properly documenting job notes, time entries, and any client-specific details in Jobber after each service. Enforce the company's policy on hard debris exclusions (paint, silicone, concrete) and the Non-Routine General Cleaning Waiver process for any work outside standard scope.

Manage the satisfaction guarantee process:

when a client reports an issue, coordinate a prompt return visit and ensure the problem is corrected at no charge. Operations & Systems Management Serve as the primary Jobber administrator — keeping the CRM organized by archiving old quotes, jobs, and requests, and continually optimizing the platform for maximum efficiency and complete use of its functionality. Manage the full job lifecycle in

Jobber:

lead intake, estimate creation, quote approval, scheduling, dispatch, job completion, invoicing, payment collection, and follow-up. Develop, document, and maintain standard operating procedures (SOPs) for all recurring operational tasks — creating systems that allow the business to scale without losing quality.

Track key operational metrics:

direct labor expense, revenue per job, close rate on quotes, average job value, on-time completion rate, and customer satisfaction scores. Help implement new policies and continually improve processes through innovative ideas that increase efficiency, reduce waste, and strengthen the client experience. Manage the company's service management software and technology stack, staying current on updates and best practices for field service operations. Financial & Revenue Responsibilities Work directly with Sales and Ownership to achieve monthly and annual revenue targets. Ensure accurate pricing on all job line items, aligned with current service rates and the company's $300 minimum job requirement. Monitor and manage direct labor costs as a percentage of revenue — overall performance is quantified by labor expense and revenue on the financial P&L. Identify upsell and cross-sell opportunities within the existing client base, particularly for add-on services like gutter guard installation, dryer vent cleaning, solar panel cleaning, and deck washing. Manage payment processing across all accepted methods (check, card with 3% fee, ACH, cash) and ensure timely collections. Prepare operational reports for ownership on a weekly and monthly basis, including revenue, labor costs, job completion rates, and customer satisfaction data. Industry-Specific Responsibilities Maintain working knowledge of all Mountain Vista service lines: residential and commercial window washing (interior and exterior), screen and track cleaning, gutter cleaning (interior and exterior), gutter guard installation and repair, house and roof soft washing, pressure washing (concrete, decks, patios), exterior light fixture cleaning, dryer vent cleaning, and solar panel cleaning. Stay current on industry trends, equipment innovations, and best practices in the window cleaning, pressure washing, and soft washing industries — including attending IWCA or PWNA conventions when applicable. Understand seasonal demand patterns specific to the High Country market: spring pollen season, summer vacation rental turnover, fall debris cleanup, and winter preparation — and adjust scheduling and staffing accordingly. Manage chemical inventory and ensure proper storage, labeling, and handling of all cleaning solutions (surfactants, sodium hypochlorite, F9 BARK, etc.) in compliance with safety protocols. Understand the unique challenges of mountain-region exterior cleaning: steep terrain, A-frame and mountain-modern architecture with large glass surfaces, heavy seasonal debris, accelerated moss and mildew growth, and long driveways with limited access.

Oversee fleet and equipment maintenance:

pressure washers, soft wash systems, water-fed poles, ladders, harnesses, and company vehicles. Vision & Continuous Improvement Participate in daily meetings with ownership and the team to ensure proper communication, alignment on priorities, and proactive problem-solving. Help build and refine the operational infrastructure needed to support the company's growth goals — including geographic expansion, new service lines, and team scaling. Identify bottlenecks, inefficiencies, and recurring issues in operations and propose concrete solutions. Champion a culture of self-improvement, reliability, and respect within the team — modeling the behavior and work ethic expected of every Mountain Vista team member. Contribute to the company's community commitments, including support for elderly clients, local schools, outdoor educators, and carbon neutrality initiatives. Qualifications & RequirementsRequired 2+ years of experience in operations management, field service management, or a similar coordination role — preferably in window cleaning, pressure washing, exterior cleaning, landscaping, or a related service industry. Demonstrated ability to manage scheduling, dispatching, and multi-crew coordination in a fast-paced environment. Strong written and verbal communication skills — comfortable speaking with clients on the phone, writing professional emails, and leading team huddles. Proficiency with field service management software (Jobber experience strongly preferred) and general office tools (Google Workspace, spreadsheets, etc.). Valid driver's license with a clean driving record. Ability to pass a background check and drug screening consistent with company policy. Physical ability to conduct job site inspections, including walking uneven terrain, climbing stairs, and being outdoors in mountain weather conditions. Preferred Familiarity with the High Country region (Boone, Blowing Rock, Banner Elk, and surrounding communities). Prior experience in the window cleaning, pressure washing, or exterior property maintenance industry. IWCA or PWNA certification, or willingness to obtain. Experience managing P&L responsibility or working directly with financial performance metrics. Experience with social media posting and online review management. Bilingual (English/Spanish) is a plus. Compensation & Benefits Competitive salary commensurate with experience (discuss with ownership). Performance-based bonuses tied to revenue targets and operational KPIs. Simple IRA with 3% company match (after 2 years of employment). Paid time off accrual (1 hour per week after 2 years of employment). Free daily lunch through Wildwood Community Market. Workers' compensation coverage. Advancement pathways and professional development support. The opportunity to help build something meaningful in a company that genuinely invests in its team and community. Work Schedule & Location Full-time position, Monday through Friday, 8:00 AM - 5:00 PM. Based at 935 Chestnut Grove Road, Boone, NC 28607 with regular travel throughout the service area (Watauga, Avery, and Ashe Counties). Occasional early mornings, extended hours, or weekend availability may be needed during peak season or weather-related schedule changes. This role is approximately 80% office-based and 20% field-based, depending on the season and operational needs. This role is a hybrid position. We don't have a workspace provided but you need to meet with the team at the office every morning. Mountain Vista Window Washing is an equal opportunity employer. To apply, contact Rowen Todd at Rowen@mountainvistawinwash.com or call (828) 434-5299.

Pay:

$41,000.00 - $62,000.00 per year

Work Location:

Hybrid remote in Boone, NC 28607