Tommy's Express Car Wash - Shift Leader

The Shift Leader is a key member of the Tommy’s Express leadership team responsible for creating an exceptional experience for our guests while helping lead the team during assigned shifts.

The Shift Leader leads from the front working alongside team members, engaging with guests, maintaining site standards, driving membership sales, and ensuring the wash operates safely and efficiently.

When a Site Leader or Assistant Site Leader is not present, the Shift Leader is responsible for taking ownership of the shift and ensuring the team delivers the level of service, cleanliness, safety, and wash quality our guests expect from Tommy’s Express.

The ideal Shift Leader is dependable, energetic, organized, guest-focused, and comfortable providing direction and holding team members accountable.

• Lead by example and set the pace and expectations for the team during each shift.
• Serve as the leader on duty when the Site Leader or Assistant Site Leader is not present.
• Ensure team members are properly positioned and understand their responsibilities throughout the shift.
• Keep team members engaged, productive, and focused on providing an outstanding guest experience.
• Provide real-time coaching and feedback to team members.
• Help train new team members on guest service, sales, safety, cleaning, and operational procedures.
• Reinforce company policies, procedures, and Tommy’s Express standards.
• Address performance or behavioral concerns during the shift and communicate significant issues to the Assistant Site Leader or Site Leader.
• Communicate important information between shifts and with the management team.

• Provide quick, friendly, and professional service to every guest.
• Lead by example by actively engaging with guests throughout the site.
• Ensure team members consistently use proper guest dialogue and provide a welcoming experience.
• Build relationships with members and regular guests.
• Be the first point of contact for guest concerns or wash-quality issues during the shift.
• Resolve guest concerns quickly and professionally whenever possible.
• Escalate significant guest issues to the Assistant Site Leader or Site Leader when appropriate.
• Monitor the guest experience from arrival through departure and immediately address problems that could negatively impact the experience.
• Ensure guests leave with a positive impression of Tommy’s Express.

• Actively promote Tommy’s Express Unlimited Memberships.
• Help team members confidently communicate the value and benefits of membership.
• Lead by example in membership conversations and sales.
• Help the team achieve daily membership and sales goals.
• Encourage a sales-focused culture without creating a high-pressure guest experience.
• Build relationships with existing members and help reinforce the value of their membership.
• Identify opportunities to improve membership sales and communicate them to management.

• Oversee the execution of daily operations during assigned shifts.
• Complete opening and/or closing responsibilities when scheduled.
• Ensure operational checklists are completed accurately and on time.
• Maintain awareness of site traffic and adjust team positioning as needed.
• Monitor tunnel operation and wash quality throughout the shift.
• Ensure the wash, pay lanes, vacuum area, mat washers, grounds, and guest areas remain clean and ready for guests.
• Maintain appropriate levels of detergents, chemicals, towels, and operating supplies.
• Assist with inventory counts and communicate supply needs to management.
• Complete required logs, reports, and shift documentation.
• Communicate breakdowns, operational concerns, guest issues, staffing concerns, and other important information to the Assistant Site…