What are the responsibilities and job description for the Customer Operations Manager position at Mister Car Wash?
Mister Car Wash is rewriting the rules of the car wash industry. Headquartered in Tucson, Arizona, we are the nation's largest and fastest growing multibillion dollar, publicly traded car wash company with over 500 car washes in 21 states!
We wash cars for the fun of it. We put people first. We help turn jobs into careers.
We're currently seeking a Customer Operations Manager to join our Headquarters team!
In this role you will be responsible for overseeing the execution of the customer experience across our locations. This role focuses on optimizing customer engagement processes, while continuously driving improvements to the overall experience. Leads initiatives aimed at enhancing customer satisfaction, collaborating across teams, and ensuring seamless delivery of service. By blending sales and product education with cross-functional leadership and performance monitoring, this role ensures consistent, high-quality customer experiences while improving operational efficiency.
What You Will Do :
- Design and implement customer presentation strategies to ensure operational efficiency and consistency
- Implement initiatives that improve the customer experience, hospitality, and sales performance
- Ensure the field teams have access to the tools and technology needed to deliver an exceptional customer experience
- Collaborate with other departments (marketing, information technology, learning & development, etc.) to improve the customer experience
- Work closely with teams to ensure the point-of-sale and presentation tools are optimized
- Provide insights on customer needs, feedback, and trends to inform business decisions
- Travel to regions and provide actionable feedback about the customer experience to team members, store managers, Regional Managers, and Directors of Operations
- Provide guidance on new team member training as it relates to customer experience
- When onsite at locations, work alongside managers to develop, train, and motivate team members to meet performance goals and provide high-quality service
- Monitor key performance indicators (KPIs) such as capture rate, revenue per car, and premium mix
- Work closely with the Directors of Operations identify performance trends and opportunities
- Partner with the local leadership teams to implement feedback and build action plans for improvement
How You Will Shine :
What motivates our team :
It's your time to SHINE! Join the Mister Car Wash team today!
Mister Car Wash provides equal employment opportunities to all employees and applicant for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We participate in the E-Verify system nationwide.
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