Home Service Manager

1. Service Operations Management

• Manage daily operations for all home service categories (cleaning, maintenance/repair, beauty services, furniture services, etc.).

• Ensure smooth end-to-end service flow from booking to completion.

• Maintain punctuality, quality, hygiene, and safety compliance across all teams.

• Resolve operational issues promptly to ensure customer satisfaction.

• Oversee efficient use of tools, equipment, and supplies.

• Conduct regular on-site checks with customers, staff, and service providers.

2. Vendor & Partner Management

• Source, onboard, and manage third-party service providers.

• Negotiate terms, manage contracts, and monitor performance.

• Conduct periodic audits and training for partners.

3. Customer Experience

• Coordinate with Customer Support on service inquiries and complaints.

• Analyze feedback and propose improvements to enhance customer experience.

• Maintain service quality standards and SOP compliance.

4. Process Improvement & Reporting

• Develop and optimize service delivery and operational processes.

• Work with management to improve operations and introduce new services.

• Track and report KPIs: bookings, completion rate, complaints, satisfaction scores.

• Recommend data-driven improvements for efficiency and profitability.

• Provide continuous training to in-house teams and partners.

• Take full responsibility for the KPIs and performance of the Home Services department.

5. Cross-Department Collaboration

• Collaborate closely with Sales, Marketing, Customer Care, and Finance.
• Support HR in recruiting and onboarding service coordinators or home service staff.

• Bachelor’s degree in Business Management, Hospitality, Real Estate, Sales & Marketing, or related fields.

• Minimum 5 years of experience, including at least 2 years in a managerial role in service operations, facilities management, hospitality, or housekeeping.

• Experience managing vendors and in-house service teams.

• Strong organizational, problem-solving, and decision-making skills.

• Customer-centric mindset with the ability to multitask under pressure.

• Good computer skills; proficiency in MS Office is required. Knowledge of scheduling/operational software is a plus.

• Understanding of industry regulations, safety standards, and best practices.

• Intermediate English (listening, reading, writing).

• Strong interpersonal and communication skills; able to work well with both foreign and local customers.

• Fully customer-focused mindset, always prioritizing customer needs and expectations.