Role Summary:
- We are seeking an operator with deep experience running multi-unit service platforms.
- This role owns execution, performance, and scalability across all locations through systems, managers, and data, not daily on-site presence.
- This is a remote, centralized leadership role responsible for improving profitability, labor efficiency, team performance, and new location execution across the platform.
- The role reports directly to the CEO and has full authority over field operations and unit-level performance.
Multi-Unit Platform Leadership:
- Own performance across all our locations as a unified operating platform.
- Design and enforce consistent operating standards across geographically dispersed sites.
- Manage through location leads and managers, not direct labor.
- Build clear accountability structures for remote oversight.
Operational Systems and SOP Ownership:
- Develop, standardize, and continuously improve SOPs for all services.
- Ensure SOP adoption through training, audits, and performance reviews.
- Replace tribal knowledge with documented, enforceable systems.
- Lead quality control remotely using scorecards, photos, reporting, and KPIs.
Labor, Scheduling, and Productivity (Remote-First):
- Own labor modeling and scheduling frameworks across all locations.
- Implement demand-based scheduling by day, time, and service mix.
- Reduce labor leakage without degrading customer experience.
- Standardize staffing ratios and productivity benchmarks across locations.
Profitability and Unit Economics:
- Own unit-level P&Ls and performance reporting.
- Improve margins through labor efficiency, pricing discipline, and upsell execution.
- Identify underperforming locations early and intervene decisively.
- Partner with CEO on pricing strategy, promotions, and package design.
- Track and manage KPIs: labor percentage, revenue per labor hour, average ticket and upsell rates, rewash and quality failure rates, throughput per hour by service type.
Manager Performance and Accountability:
- Directly manage site managers and leads.
- Implement scorecards, weekly check-ins, and monthly performance reviews.
- Coach strong managers, exit weak ones quickly.
- Ensure every location has a clear, capable leader.
- Build bench strength for growth.
New Location Rollout and Scaling:
- Own the operational launch playbook for new locations.
- Coordinate staffing, training, scheduling, and workflows before opening.
- Ensure new units stabilize quickly and meet performance benchmarks.
- Support rapid expansion without operational dilution.
Reporting, Dashboards, and Tooling:
- Build simple, enforceable reporting structures across all locations.
- Use POS, scheduling, and operational dashboards to manage remotely.
- Deliver weekly performance summaries to the CEO.
- Create transparency without over-bureaucracy.
Qualifications:
- Experience managing multiple locations, such as restaurants, hotels, or warehouses.
- Knowledge of implementing improvement plans, cost analysis, and budget control.
- Experience reviewing employee performance and making decisions accordingly.
- Strong communication skills in English, with a proactive and entrepreneurial attitude.
- At least 4-5+ years of experience in similar roles.
