Field Operations Manager - Service

Field Operations Manager
Lavage de Vitres Webster - Montreal, Qc
Up to 45$+ per hour
Lavage de Vitres Webster is a fast-growing, door-to-door window-cleaning and home-services company committed to operational excellence, data-driven decision-making, and outstanding customer experiences. We're seeking a hands-on Production Manager to lead our field teams and drive continuous improvement through clear KPIs and a transparent pay-for-performance plan.
As Production Manager, you'll own day-to-day field operations: dispatching crews, monitoring performance metrics, ensuring customer satisfaction, and maintaining profitability. You will work closely with technicians, the Operations team, and leadership to hit weekly targets and uphold our high service standards.
Confirm that all techs arrive within ±15 minutes of their scheduled shift.
KPI Monitoring & Reporting
Track daily/weekly Key Performance Indicators (see “Compensation & P4P Plan” below).
Customer satisfaction survey scores
Provide a concise end-of-week report summarizing KPI performance and any action items.
Customer Satisfaction & Quality Control
Address any customer complaints or touch-up requests within 20 minutes of notification.
Call previous-day customers daily to confirm service satisfaction and generate rebookings, reviews, referrals, or upsells.
Ensure at least a 95% customer satisfaction rate across all jobs.
Continuous Improvement
Identify process bottlenecks, capacity gaps, or trends in customer feedback.
Collaborate with Operations and Finance to optimize crew capacity vs. Experience: 2+ years managing field-service crews (e.g., window cleaning, landscaping, pest control, or similar).
Skills: • Strong comfort with spreadsheets (Excel or Google Sheets) for KPI tracking and reporting• Excellent communication and conflict-resolution abilities (customer calls, tech coaching)• Familiarity with workforce-management tools (Homebase, OpenPhone, or similar)
Traits: • Highly organized, data-driven, and detail-oriented• Proactive problem solver who owns operational challenges end-to-end• Dependable and punctual—leads by example in the field
Logistics: • Reliable vehicle for daily travel across Montreal• Fluent English; conversational French required
Base Pay: $25 /hour (paid bi-weekly)
Performance-Based Pay (P4P): At the end of each week, we review the following KPIs. If you meet or exceed quota by week's end, your hourly rate for all hours worked that week increases as noted below.
~ KPIs Tracked (EOW Review): a) Revenue per labor hourb) Customer satisfaction ratec) RRRU rate (Rebookings, Reviews, Referrals, Upsells)d) Percentage of jobs booked - cleaned (excl. cancellations)e) Technician punctuality (= 95% arrive within ±15 min)f) Minimum 2 jobs personally cleaned per day
~ Weekly Bonus Structure (per KPI met at quota):

• Customer satisfaction rate -
• + $Plus 7% on $5,000 in upsells = $350 Total Weekly Pay: $1,600 + $350 = $1,950

Transparent, High-Earning Potential: Your weekly performance directly impacts your hourly rate and commissions—no guesswork.
Autonomy & Ownership: Lead your own field-based teams, make real-time decisions, and see immediate results.
Career Growth: Proven track record here can lead to Regional Operations or General Manager opportunities.
Culture & Support: Work with a data-driven team that values communication, accountability, and continuous improvement.
com with the subject line “Field Operations Manager Application.” Confirmation of field-service management experience
Examples of how you've used KPIs to drive performance
Job Type: Full-time
Pay: $30.00-$45.00 per hour
Bonus pay
Monday to Friday
Overtime
Do you have a reliable vehicle to transport yourself daily to our job sites (Greater Montreal)?