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.

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.

· 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.