Position Overview
The Director of Operations is a critical, field-based leadership role at Spotless Brands, responsible for overseeing multiunit express car wash sites across an assigned geographic market. Reporting directly to the Vice President of Operations, this individual is accountable for delivering operational excellence, scaling marketing growth, driving financial performance, and ensuring a consistent and exceptional customer experience across all sites.
Leading a team of District Managers, the Director of Operations acts as a strategic business partner who works cross-functionally with corporate support center leaders and field operators. In addition to leading a team of District Managers, they also oversee the Customer Experience Coordinator, who provides support on exception-based
customer escalations. The Director of Operations demands an entrepreneurial mindset, exceptional leadership capability, and a data-driven approach to ensure the effective integration of new sites and ongoing performance across the network.
Essential Functions (Other Duties as Assigned)
Operational Leadership
• Directly oversee District Managers, providing coaching, direction, and performance management to ensure
operational excellence across all sites
• Monitor and analyze operational key performance indicators (e.g., labor utilization, throughput, safety,
profitability) to drive data-informed decision-making and continuous improvement
• Conduct regular site visits to ensure compliance with brand standards, assess team member engagement,
validate customer satisfaction, and ensure a safe and secure environment
• Lead cost management initiatives, optimize labor allocation, and enforce budget discipline at the site, district,
and market levels
• Establish and implement scalable systems, processes, and best practices to support growth and network
expansion
Business Development & Market Growth• Partner with the implementation team to ensure smooth onboarding and integration of new sites within the
market
• Collaborate cross-functionally with corporate support teams (e.g., HR, Marketing, Facilities, Finance) to align
market goals and strategies
• Identify and execute market-specific strategies to expand customer demand, increase revenue, and capture
market share
• Drive the success of new initiatives, services, and technology aimed at enhancing customer experience and
operational efficiencies
People & Performance Management• Recruit, hire, develop, and retain top talent; ensure proper onboarding, training, and performance development
for District Managers and site-level team members
• Build and sustain a high performing, engaged, and collaborative team culture focused on accountability,
recognition, and continuous improvement
• Facilitate succession planning and career development to build leadership bench strength
• Lead and influence change efforts at the field and site level, ensuring adoption of strategic initiatives and
reinforcing a culture of innovation
• Champion a "One Team" Spotless Brands culture in multi-unit operations, leading change by aligning crossfunctional teams and scaling strategic initiatives for consistent excellence
Collaboration & Communication• Function as the primary field liaison between operations and broader organization, ensuring clear, consistent,
and timely communication
• Represent market performance in executive-level business reviews, providing actionable insights and solutions
• Collaborate with peer Directors of Operations to share best practices and drive company-wide improvements
Additional Expectations• Be available to address emergencies and urgent operational needs outside of standard business hours, as
required
• Ensure consistent customer experience and operational excellence across all brands within the portfolio
• Perform other duties as assigned to support the team and the needs of the business
Site Type Variations
• The core responsibilities of the Director of Operations remain consistent across all locations and while core
duties do not change, the operational emphasis may vary slightly depending on the site type:
Express Sites: Prioritize high-throughput exterior wash operations with a strong focus on speed,
automation, and membership sales. These sites typically operate with smaller, leaner teams where
direct leadership is essential.Full-Service Sites: Include both exterior and interior vehicle cleaning, requiring greater laborcoordination and a higher-touch customer experience.Flex Sites: Combine full-service and express wash models and may include additional profit centers such
as convenience store and/or lube center, requiring cross-functional coordination, broader staffing
needs, and inventory management.
Education and Experience
• Bachelor's degree in business, operations management, or related field or equivalent working experience
required
• Minimum of 7 years of industry-related experience including progressive multi-unit operational leadership
experience in a high-volume, service-based, or retail environment
• Proven track record of leading large teams to achieve financial, operational, and people performance targets
• Experience with P&L management, budgeting, and cost control
• Strong analytical skills with the ability to use data and insights to drive decision-making and continuous
improvement
• Exceptional interpersonal and communication skills with an ability to influence across levels and functions
• Demonstrated success in scaling operations and integrating new locations into an existing network
• Ability to travel frequently throughout the assigned market and be field-present
• Valid driver's license and ability to travel within the assigned market
• Must be able to successfully pass a background check in accordance with company policies and applicable laws
Knowledge, Skills, and Abilities
Knowledge
• Deep understanding of multi-unit operations in high-volume, customer-centric environments
• Proficiency in business and financial acumen, including Profit & Loss (P&L) management, budgeting, and labor
optimization
• Working knowledge of industry trends, operational best practices, and scaling strategies in service or retail
sectors
• Familiarity with performance metrics, data analysis, and operational dashboards for driving results
• Understanding of HR principles, including talent development, engagement, and workforce planning
• Knowledge of health, safety, and compliance standards relevant to field-based operations
Skills
• Demonstrated ability to lead and inspire large, geographically dispersed teams with a focus on accountability
and results
• Strong analytical skills with the ability to interpret complex data and develop actionable strategies
• Excellent verbal and written communication skills; able to influence at all levels of the organization
• Skilled in leading though change and guiding teams through transformation and growth initiatives
• Effective at identifying root causes, developing solutions, and driving resolution in dynamic environments
• Strong cross-functional collaboration skills; able to build trust and alignment across departments
• Highly organized with the ability to prioritize and manage multiple competing initiatives in a fast-paced
environment
Abilities
• Ability to think strategically while executing tactically to achieve both short- and long-term goals
• Ability to scale operations, systems, and teams to support business growth
• Ability to maintain a strong field presence through frequent travel, direct leadership, and site visits
• Ability to thrive in a decentralized, entrepreneurial environment with evolving priorities
• Ability to foster a high-performance culture rooted in accountability, innovation, and customer service
• Ability to manage urgent issues and emergencies with poise, sound judgment, and urgency
Physical Requirements
• Ability to travel frequently within assigned geographic territory or to company sponsored meetings, including
driving for extended periods and occasional air travel; travel approximately 60%
• Ability to stand and walk for extended periods during site visits, including navigating large car wash facilities and
surrounding outdoor areas
• Ability to work in varying environmental conditions while conducting site visits
• Comfortable climbing stairs, walking long distance, or moving between indoor and outdoor workspaces
throughout the day
• Ability to use a laptop, smartphone, or other mobile technologies for extended periods of time
• Flexibility to work non-traditional hours, including evenings and weekend, as business needs or emergencies
arise
This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position.
Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any
person authorized to give instructions or assignments.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably
accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and
abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and
abilities.
