Job Details

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.