Operations Manager

Position

The Operations (Ops) Manager at Social Red Business Solutions is responsible for overseeing daily operations across multiple centers, managing center managers, and ensuring consistent, high-quality service delivery. This leadership role focuses on aligning operations with the company's core values of Customer-Centered Excellence, Unified Teamwork, and Relentless Growth & Problem Solving.

The Ops Manager will ensure operational efficiency, maintain effective communication, manage reporting, and foster a collaborative culture to drive customer satisfaction and store profitability.

Role

• This role requires a dynamic, results-driven problem-solver with strong operational, financial, and people management skills. The Ops Manager must ensure that all center functions are executed at a high level, driving both customer satisfaction and profitability.
• This role is for an exceptional leader who has in depth experience driving revenue growth.
• Day to day constructs of the role include daily management of employee metrics and key performance indicators to increase efficiency, effectiveness and execution to achieve desired results. Specifically achieving daily sales goals while improving customer retention and results in our profit centers.
• This role is required to participate in revenue production in addition to management and leadership responsibilities, which is why a passion for sales and marketing is essential to success in this role.
• This role combines the big picture overall implementor skills with the ability to understand and participate in the tactical day-to-day execution so that you can truly understand how to coach and develop others to successfully implement.

Responsibilities (tasks associated with the role)

Operational Leadership

• Implement and oversee systems and processes that drive efficiency and high ROI.
• Supervise and support center managers to ensure they meet operational and financial targets.
• Recruit, train, and mentor center managers, fostering leadership development and team alignment with company values.
• Conduct regular meetings with center managers to review performance, share updates, and address challenges collaboratively.
• Ensure center managers are effectively managing their teams, schedules, and daily operations to maintain seamless service delivery.
• Develop and manage schedules, staffing, and workflows to meet operational and service delivery goals.

Customer Experience Excellence

• Train and empower team members to provide personalized, solution-oriented interactions.
• Oversee customer service standards across all centers, ensuring a consistent and exceptional customer experience.
• Monitor customer feedback and collaborate with center managers to address and resolve escalated customer concerns promptly.
• Support center managers in promoting store services (e.g., shipping, printing, mailbox rentals, wash-dry-fold services) to achieve and exceed sales targets.

Financial Oversight

• Monitor center budgets, expenses, and profitability, ensuring alignment with financial targets.
• Analyze operations to identify opportunities for cost savings and increased profitability while maintaining service quality.

Team Development and Leadership

• Build and maintain a positive, collaborative culture of shared commitment to success and reflects company values across all center teams.
• Monitor team performance, provide actionable feedback, and implement corrective measures as necessary.
• Provide support to the owner and guidance to center managers during high-pressure situations or operational challenges.
• Ensure consistent communication between centers, the corporate office, and the owner to maintain alignment on goals and initiatives.

Business Development and Marketing

• Analyze performance metrics across centers to identify trends, challenges, and opportunities for improvement.
• Develop strategies to streamline multi-center operations, ensuring efficiency and consistency.
• Design and implement internal marketing programs/campaigns to drive customer acquisition, retention, and revenue growth.
• Work closely with the owner and center managers to devise strategies for ongoing process improvements and innovative solutions, while driving service expansion.

Inventory and Equipment Management

• Oversee inventory levels to ensure accuracy and availability of supplies and products.
• Maintain, install, and troubleshoot equipment to ensure uninterrupted operations.

Strategic Collaboration with Ownership & Performance Tracking

• Partner with the franchise owner to align center operations with organizational vision and strategy.
• Participate in discussions regarding hiring needs, team training, and growth opportunities.
• Contribute to establishing policies, frameworks, and systems that support growth and operational excellence.
• Manage the store’s centralized email account, ensuring all emails are addressed, escalated to the owner when necessary, and maintaining a zero unread email policy.
• Oversee communication logs from phone calls and ensure critical information is relayed appropriately.
• Ensure all center managers submit timely, accurate daily, weekly, and monthly performance reports.
• Consolidate and analyze reports to provide actionable insights and updates to the owner.
• Set and evaluate weekly, monthly, and quarterly goals in collaboration with leadership (including Assistant Managers if applicable).
• Develop and monitor key performance metrics and prepare detailed reports for the franchise owner.
• Implement corrective measures as needed to address operational inefficiencies or performance gaps.

Other Duties

• Stay informed on industry trends and implement best practices to maintain a competitive edge.
• Support team members in performing miscellaneous customer service tasks, including shipping and printing services, pick-up-and-deliveries as needed.
• Step in to provide support and coverage for the team during staffing shortages or unexpected absences when no other coverage is available.
• Develop and implement operation strategies to ensure vending machines are operating efficiently and maximizing optimal ROI

Metrics (KPIs) / Success Measured By:

• Customer Satisfaction Score (CSAT): Achieve an average score of 95% or higher based on customer feedback surveys across all centers.
• Revenue Growth: Consistently meet or exceed monthly, quarterly, and annual revenue and profit targets across services..
• Operational Efficiency: Ensure 100% compliance with operational, safety, and quality standards across all centers
• Print Growth and Success: Ensure the completion of 95% of print and design projects within the agreed-upon timeline.
• Communications Management: Maintain a clean, organized inbox with no unread emails and fewer than 10 emails carried over by the end of each business day. Ensure all critical communications are addressed and forwarded to the owner within one business day and ensure all important calls are documented and escalated appropriately to the owner.
• Training Completion: Ensure 100% of staff complete required training modules within 90 days of onboarding.
• Timely Submission of Reports: Ensure all required daily, weekly, and monthly reports are completed accurately and submitted to the owner by the agreed-upon deadlines, with a 100% on-time submission rate.

QualificationsEducation and Experience

• Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
• 3-5 years of management experience in retail, logistics, or service-oriented businesses. Experience with franchise operations or laundromats is a plus.

Skills and Competencies

• Strong leadership and team management skills with the ability to motivate and develop staff.
• Exceptional customer service and communication skills.
• Proven ability to develop and implement business strategies to achieve growth and profitability.
• Proficiency in financial management, including budgeting and analyzing financial reports.
• Knowledge of equipment maintenance and troubleshooting is a plus.
• Tech-savvy with familiarity in POS systems, scheduling tools, and marketing software.

Working Conditions

• Flexible schedule, including availability on weekends and holidays as needed.
• As a salaried employee and leader of the organizations, you are expected to work an average of 45 hours per week.
• Travel between store locations and laundromat required (local area).
• Ability to lift and carry supplies or equipment weighing up to 50 pounds occasionally.
• Occasional travel may be required.
• Potential for occasional remote work in the future.

Compensation and Benefits

• Competitive salary based on experience and qualifications.
• Performance-based bonuses and incentives.
• Paid time off and holidays.
• Opportunities for professional growth and advancement.

Additional Requirements:
*

• Strong commitment to company values: Customer-Centered Excellence, Unified Teamwork, and Relentless Growth & Problem Solving.

This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.

Job Type: Full-time

Pay: $48,000.00 - $60,000.00 per year

Benefits:

• Paid time off

Application Question(s):

• Are you willing to work out of different centers and/ or commute between between them when needed?

Experience:

• managing: 1 year (Preferred)

Location:

• Lady Lake, FL 32159 (Preferred)

Ability to Commute:

• Lady Lake, FL 32159 (Required)

Ability to Relocate:

• Lady Lake, FL 32159: Relocate before starting work (Required)

Work Location: Hybrid remote in Lady Lake, FL 32159

Salary : $48,000 - $60,000