Operations Support Liaison

Thoroughbred Express Auto Wash•Seymour, IN

About The Position

The Operations Support Liaison assists the District Manager in the successful operation, profitability, and safety of washes in the district while supporting, coaching, and mentoring site-level employees. The role travels among assigned locations according to operational needs and supports 6–12 sites, with the objective of achieving consistent operational excellence. At each location, the Liaison ensures adequate training is conducted, required training programs are followed, and the site performs at a high level. The Liaison handles project-based or site-specific assignments from the District Manager, Regional Manager, and/or Director of Operations. The role may fill in for the District Manager during an extended absence or cover a Site Manager's schedule during an extended absence. It also trains newly hired Site Managers over several weeks, helps managers interview and hire, and addresses escalated customer or employee issues in partnership with relevant leaders and departments. The position requires daily travel to district sites and may include extended site visits of up to one week at a time before two days off. Travel to Phoenix, Arizona, or Tamarac, Florida, for one week of Sonny's Car Wash College is also required. A vehicle allowance and gas expense coverage are provided by Thoroughbred Express. The role involves standing and working on one's feet for long hours in all weather conditions, occasional exertion of up to 100 pounds of force, and use of protective equipment such as ear plugs, safety glasses, and gloves.

Requirements

Experience in budget management, P&L review, and reporting.
Excellent leadership and communication skills.
Passion for developing successful teams.
Ability to translate metrics into performance indicators.
Organized, with the ability to thrive in a fast-paced environment with competing deadlines.
Ability to inspire healthy competition among managers, peers, and teams while maintaining a continuous-improvement mindset.
Skill in troubleshooting and performing basic repairs on washing equipment.
Track record of providing an outstanding customer experience.
Proven experience creating safe, healthy, and productive environments with an accountable team culture.
Ability to stand and work on one's feet for long hours in all weather conditions.
Ability to exert up to 100 pounds of force occasionally.
Willingness to travel to Phoenix, AZ, or Tamarac, FL, for one week of Sonny's Car Wash College.
Willingness to travel daily to different district sites and make special-project visits of up to one week at a time before receiving two days off.
Valid driver's license and clean driving record.
Use of protective equipment such as ear plugs, safety glasses, and gloves.

Nice To Haves

Proven understanding of Express Wash models, car wash operations, and best practices.
Understanding of pricing, subscription models, promotions, and developing awareness in new markets.
Experience opening new sites.
Positive and upbeat attitude, adaptability, excellent problem-solving skills, continuous-improvement mindset, ability to think ahead, directive and motivating leadership, high attention to excellence, strong organization, and relationship-oriented approach.

Responsibilities

Travel consistently between wash sites and complete project-based or site-specific assignments from the District Manager, Regional Manager, and/or Director of Operations.
Embody Thoroughbred Express CORE values of S.A.D.D.L.E: Safety, Accountability, Development, Dependability, Leadership, and Efficiency.
Assist managers with interviewing and hiring for all positions while on site.
Fill in for the District Manager during an extended absence and cover the Site Manager schedule when a Site Manager is out for an extended period.
Model high standards for customer service, wash quality, leadership, and cleanliness.
Create a positive, fun working environment focused on continuous improvement and development.
Educate wash leaders on products, services, promotions, and operational initiatives.
Implement policies, monitor and motivate Site Managers, and develop teams while maintaining a strong relationship with HR around work expectations and accountability.
Serve as a district expert on the POS system, wash equipment, chemical application processes, and service initiatives.
Train newly hired Site Management over several weeks so they are comfortable working independently.
Field and resolve escalated customer or employee issues, partnering with the District Manager, Director of Operations, Facilities, and/or Human Resources as needed.
Maintain comprehensive knowledge of the back-office portal, training, and maintenance programs.
Oversee Site Managers in proactively managing labor.
Perform additional duties as assigned.