Director of Operations

Overview

Description

What
It’s
Like to Lead at MOJO

As a MOJO Director of Operations, you’re the steady hand behind a full region of sites — the culture carrier, the coach, and the leader who drives operational excellence through people. You support, develop, and empower your General Managers and TCDs to run clean, safe, profitable locations… and to become the next generation of strong leaders for MOJO.

You set the tone for performance across your territory. You celebrate wins, elevate standards, and keep teams connected to our mission:
to spark joy and pride in every ride through world-class service, safety, and team culture.

You guide regional execution through tools like MoFlow, Value Visits, Ops
360, Player Scorecards, labor frameworks, the Operations Guide, and Walk for Excellence. You partner closely with L&D, Maintenance, Marketing, Finance, and HR to ensure your region runs consistently and scales effectively.

At MOJO, DOs lead with ownership — but never alone. You have strong partners, clear systems, continued development through Spark Plug and Spark Summit, and a cross-functional team ready to support you. Whether you’re coaching a GM through a staffing challenge, helping during a shutdown, running a Charge Back reset, or supporting a TCD event, you are the leader who brings clarity, energy, and accountability to the region.

A Day in the Life (Snapshot)

• Start with the big picture
  Review daily performance trends — volume, labor %, uptime, membership growth, guest scores, staffing, safety issues. Connect with GMs as they walk you through their MoFlow plan to understand where support is needed.
• Lead through your leaders
  Visit sites to walk the lot, tunnel, chemical room, pit, and vacuums with your GM. Coach on safety, guest experience, speed of service, WOW behaviors, cleanliness, team energy, and execution of the Playbook.
  Use Ops
  360 data and scorecards to guide coaching, not gut feel alone.
• Support the tough moments
  Whether it’s a rush, equipment failure, team conflict, or guest escalation, you bring calm and clarity. You may assist Maintenance in diagnosing an issue, help perform a basic reset or swap, coordinate communication, or support a shutdown recovery. You ensure the site gets safely back online and the team stays focused.
• Build for tomorrow
  Partner with L&D on Spark Plug and Spark Summit readiness. Strengthen upcoming leaders through coaching, Value Visits, and development plans. Prepare your region for NTO rollouts, upcoming audits, and system launches. Reinforce consistency in processes, tools, safety, and leadership behaviors.
• Stay visible and connected
  You spend the majority of
  your time in the field
  , coaching, developing, engaging, and helping teams win. Your presence builds trust, accountability, and momentum across your region.

What
You’ll
Own

Regional Operations & Guest Experience

• Lead operational and cultural performance across a territory of 4–25 sites.
• Ensure each location is clean, safe, show-ready, and executing the MOJO Playbook.
• Reinforce WOW-level guest experience and fast, friendly, accurate service.
• Help resolve escalations and damage claims with professionalism and empathy.
• Conduct Value Visits that add real value — covering breaks, coaching, and grading site appearance consistently.
• Drive safety compliance, team engagement, and a culture that lives “One team, one wash, one moment — one MOJO.”

People, Leadership & TCD Development

• Coach, develop, and elevate GMs, TCDs, and rising leaders.
• Conduct regular 1:1s and use Ops
  360, Player Scorecards, and leadership tools to guide performance.
• Support TCD-led trainings, site-level onboarding, and GM development pathways.
• Build leadership bench strength and support internal promotions.
• Reinforce learning and expectations from Spark Plug and Spark Summit.

Sales, Memberships & Growth

• Drive membership growth, retention, and grassroots marketing performance.
• Coach teams on sales behaviors, guest engagement, and upsell confidence.
• Support each location’s involvement in community events and local partnerships.
• Partner with Marketing on initiatives that increase visibility and traffic.
• Reinforce goal-setting, contest engagement, and celebration of wins.

Financ…