Role Summary
Sagelane is seeking a senior 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 Sagelane platform.
Core Responsibilities
Multi-Unit Platform Leadership
- Own performance across all Sagelane locations as a unified operating platform
- Design and enforce consistent operating standards across geographically dispersed sites
- Manage day-to-day performance primarily through location leads and managers, stepping in directly for operational troubleshooting and after-hours issues when needed
- 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
- Own setup and adoption of Orca Scan and the scheduling tool; communicate tool expectations and processes to new hires and transitioning employees
- Replace tribal knowledge with documented, enforceable systems
- Lead quality control remotely using scorecards, photos, reporting, and KPIs
Labor, Scheduling, and Productivity (Remote-First)
- Ensure the scheduling system reflects the labor standards and staffing decisions set by the COO and Field Operations Manager
- 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
- Own car wash payroll across all relevant locations (except Valet), based on timecards, commissions, tips, bonuses, and reimbursements
- Audit timecards daily to ensure accuracy before payroll processing
- 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 including:
> Labor percentage
> Revenue per labor hour
> Average ticket and upsell rates
> Rewash and quality failure rates
> Throughput per hour by service type
> Own the weekly labor vs. sales report
Manager Performance and Accountability
- Directly manage site managers and leads
- Lead weekly manager calls; 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 prior to 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
Daily Field Operations and Communications
- Send daily WhatsApp reminders to field teams for end-of-day reports and opening messages
- Send a complete end-of-day report to leadership with a full daily breakdown of each location's performance, operational issues, action items, problems, and needs
- Communicate store closure decisions to field teams based on weather conditions
- Track store chemical needs and manage ordering
- Keep Dealership day-to-day operations tight: own OrcaScan tracking, invoicing data to Howard Financial, scheduling adherence, and daily/weekly Quality Control; report up to the VP of Operations
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.
