Home Service Manager

1. 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.

Qualifications & Skills

• 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.