Director of Operations - Metro Express Car Wash

Description

Company Overview:

We are a privately held, family-owned company with 250 employees, operating state-of-the-art car wash facilities. Our mission is to deliver exceptional customer experiences while maintaining operational excellence. We are seeking a dynamic, results-driven Director of Operations to lead our growing team and drive operational success, financial growth, and continuous improvement.

Position Overview:

The Director of Operations will oversee the day-to-day operations of the company, ensuring excellence in service delivery, performance improvements, and readiness for future growth. This role requires a strategic leader skilled in talent development, accountability, and operational efficiency across multiple locations.

Key Responsibilities:

1. Leadership & Development:

• Lead, mentor, and develop managers and staff to achieve high performance and alignment with company goals.
• Collaborates with the Learning and Development team to provide ongoing feedback, training, and career development opportunities
• Focus on building a strong leadership pipeline and strong bench at every level.
• Cultivate a culture of accountability, trust, and collaboration.
• Coach managers on leadership skills and team development to enhance operational efficiency and customer satisfaction.

2. Operational Excellence:

• Drive operational performance and accountability across all locations.
• Establish and monitor key performance indicators (KPIs) such as Conversion Rate and Voluntary Churn Rate.
• Ensure consistent service quality, operational safety, and regulatory compliance.
• Implement standardized systems and processes for continuous improvement.

3. Financial Management:

• Manage controllable expenses, staffing levels, and operational costs to maximize profitability.
• Develop strategies to optimize labor costs, reduce waste, and improve throughput.
• Prepare and manage operational budgets; track P&L performance and identify areas for improvement.
• Collaborate with the executive team to report on financial performance and set actionable targets.

4. Strategic Growth & Expansion:

• Support the company’s growth strategy by identifying and implementing best practices for scaling.
• Oversee the integration of new locations and ensure seamless transitions.
• Collaborate with cross-functional teams to ensure a consistent and superior customer experience.

5. Travel Requirements:

• Travel approximately twice a month to various locations, especially the Boise, Spokane, Northern Idaho, and Missoula markets, with flexibility for additional travel as needed.
• Work closely with local teams to enhance performance in key markets.

Requirements

Qualifications:

• Experience: 10 years in operations management, with at least 5 years in multi-unit leadership, ideally in retail or service industries.
• Leadership: Proven ability to lead and inspire teams to high performance.
• Operational Expertise: Track record of managing and improving KPIs, financial performance, and operational efficiencies.
• Coaching Skills: Strong ability to mentor and hold teams accountable professionally. Oversee the growth of our bench and future leaders of Metro Express.
• Analytical Skills: Proficient in data analysis and KPI tracking.
• Communication: Exceptional interpersonal skills, capable of collaborating effectively at all levels.
• Travel: Ability to travel primarily to Spokane and Boise as needed.

Preferred Qualifications:

• Experience in the car wash, automotive, or related service industries.
• Expertise in customer experience management and service excellence.
• Advanced understanding of financial management, including P&L and budgeting.
• Coaching Certificate is a plus.
• Education: Bachelor’s degree in business administration, Operations Management, or a related field (or equivalent experience).

Why Join Us?

• Be part of a rapidly growing company that values operational excellence and customer satisfaction.
• Collaborative and results-driven environment with opportunities for impact.
• Competitive salary and benefits package.
• Clear path for career growth and professional development.