General Manager

General Manager

The General Manager is responsible for leading all aspects of the site and delivering a safe, fast, friendly, and consistent customer experience. This role owns the day-to-day operation of the wash, including team performance, facility cleanliness, safety, sales, customer satisfaction, and overall execution of Spark standards. The General Manager is expected to run the location with an ownership mindset, treating the wash like their own business, taking pride in the facility, developing team members, and driving results.

The General Manager leads the site towards strong performance, high standards, and a positive team and customer experience.

Essential Functions

• Team Leadership & Development: Recruit, hire, train, and develop a high-performing team. Foster a positive, accountable culture while coaching employees to grow, perform, and deliver results
• Performance & KPI Ownership: Drive site performance by monitoring key metrics, identifying gaps, and implementing actionable strategies to improve results. Take full ownership of site outcomes and actively engage the team in achieving performance goals
• Operational Excellence & Standards: Uphold and enforce company standards and processes to ensure consistent execution and a high-quality customer experience across all operations
• Customer Experience Management: Ensure an exceptional customer experience by actively managing customer interactions, responding to feedback (including online reviews), and resolving issues such as service concerns, damages, and claims in a timely and professional manner
• Community & Brand Growth: Champion the brand within the local community by building relationships, leading outreach efforts, and identifying opportunities to grow awareness and customer base
• Tunnel Safety & Secure Operations: Train staff on tunnel safety procedures and ensure they consistently follow safety standards around moving vehicles, equipment, chemicals, customers, and other team members
• Payment & Transaction Accountability: Manage customer payment activity, including cash and credit transactions, returns, and sales recording, while ensuring all transactions are completed accurately, responsibly, and in alignment with company procedures
• Cash Handling & Secure Deposits: Handle cash-related responsibilities, including counting money, reviewing and auditing cash activity, supporting Brinks cash pick-ups and deliveries, preparing and verifying deposits, and ensuring all funds are managed accurately, securely, and in accordance with company procedures
• Customer Issue Resolution: Respond promptly to customer needs and resolve concerns with patience, professionalism, and sound judgment while maintaining a calm, respectful, and solutions-focused approach