Director of Operations; Pacific Northwest Division

Position Summary

The Director of Operations is responsible for the overall operational performance, profitability, and leadership of all company locations. This executive role ensures that each site operates safely, efficiently, and in alignment with company standards, financial goals, and core values. The Director of Operations provides strategic direction while maintaining strong field presence—driving performance in revenue, membership growth, labor management, maintenance execution, customer experience, and team development.

This role partners closely with executive leadership, district managers, maintenance leadership, marketing, and support teams to ensure operational excellence across all locations.

• Participates in recruitment, hiring, onboarding, and development of District Managers, Site Managers, and Maintenance leadership.
• Organizes, directs, and evaluates the work of District Managers and operational leaders.
• Establishes clear performance expectations and accountability standards.
• Conducts timely and constructive performance evaluations.
• Oversees progressive discipline and termination processes in accordance with company policy.
• Develops succession plans and internal leadership pipelines.
• Fosters a culture of ownership, teaching, and accountability throughout the organization.

Operational Leadership

• Establishes quantitative and qualitative performance metrics across all sites including revenue, membership growth, labor efficiency, chemical and utility cost per car, maintenance uptime, conversion rates, and customer satisfaction.
• Reviews daily, weekly, and monthly operational reporting.
• Identifies operational deficiencies and implements corrective action plans.
• Ensures consistent execution of company SOPs.

Maintenance & Asset Management

• Oversees company wide maintenance strategy to ensure maximum equipment uptime.
• Implements preventative maintenance programs.
• Evaluates repair trends and capital improvement needs.
• Ensures sites maintain safe and professional work environments.

Financial Oversight

• Plans, directs, controls, implements, evaluates, monitors, and forecasts operational budgets.
• Oversees labor planning and cost control.
• Analyzes expenses and drives EBITDA growth through operational efficiencies.
• Partners on annual budgeting and forecasting.

Process Improvement & Strategic Growth

• Reviews operational procedures to increase efficiency and profitability.
• Leads integration of new acquisitions and site openings.
• Coordinates efforts among operations, maintenance, technology, marketing, and customer service.

Communication & Culture

• Communicates new directives and initiatives clearly.
• Leads operational meetings and maintains field visibility.
• Reinforces company core values consistently.

Customer Experience

• Improves customer satisfaction through training and policy refinement.
• Reviews customer feedback trends and implements improvements.

• Strong understanding of multi-location retail or service operations.
• Strong financial acumen and ability to interpret P&L statements.
• Superior leadership, coaching, and conflict resolution skills.
• Excellent communication skills.
• Strong analytical and decision‑making abilities.
• High proficiency in Microsoft Office Suite.
• Ability to travel regularly.

• Master’s degree in Business Administration, Management, or related field OR
• Bachelor’s degree with extensive leadership experience.
• Minimum of 10 years of progressive leadership experience in multi‑location operations or related industries.

• Positive leadership presence
• Adaptability in fast‑paced environments
• High accountability and ownership mindset
• Continuous improvement mentality
• Strong problem‑solving ability
• Forward‑thinking planning
• Motivating leader
• Strong financial discipline
• Relationship‑oriented leadership style

Must actively live and reinforce the company’s core values:

• Safety
• Accountability
• Dependability
• Development
• Leadership
• Efficiency

• Prolonged periods of sitting and working on a computer.
• Ability to lift up to 15 pounds when necessary.
• Ability to travel regularly to site locations.
• Ability to walk sites and observe operations.

This job description is not exhaustive. Additional duties may arise from time to time that are aligned with the purpose and scope of the role.