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.