Senior Manager, Operations & Maintenance Support

Whistle Express Car Wash

5d•$110,000 - $180,000

About The Position

The Senior Manager, Operations & Maintenance Support leads the systems, processes, training, and field support that improve operating consistency, equipment readiness, and execution across Whistle Express. This hands-on leader works with operators, maintenance leaders, technicians, warehouses, platform owners, and vendors to diagnose gaps, develop practical solutions, and strengthen connections between field needs and enterprise support. Success is measured by clear ownership of priorities, solutions that work in real operating conditions, adoption of platforms and processes, and sustained improvements. The Senior Manager leads the support team and remains directly involved in field visits, problem diagnosis, process design, Woven testing, maintenance training, Project Anchor, and implementation. The role leads Operations & Maintenance Support priorities, team performance, work-order and preventive-maintenance support, Woven business requirements and testing, maintenance training input, Project Anchor workstreams, reporting, implementation planning, and post-launch follow-through. It shapes field operating standards, equipment-readiness practices, warehouse and inventory processes, asset lifecycle management, platform roadmaps, technician capability, vendor workflows, and cross-functional rollout discipline. The role escalates operational risks, unclear ownership, aging or unresolved work, readiness gaps, data-integrity issues, vendor concerns, platform limitations, resource constraints, and decisions that may affect safety, uptime, field execution, or the guest experience. The position supports work-order quality and preventive maintenance; develops and tests Woven workflows and enhancements; contributes to maintenance training and field readiness; supports warehouse, inventory, and asset processes through Project Anchor; develops exception-based reporting; and leads operational implementation planning, rollout coordination, and post-launch follow-up. Site, market, warehouse, and project visits are required to observe work and validate solutions.

Requirements

8+ years of progressive experience in operations, maintenance, facilities, warehouse, field support, platform administration, or a related function, including team or major-initiative leadership.
Experience in multi-site operations with exposure to maintenance workflows, inventory, equipment, assets, vendors, or capital projects.
Demonstrated ability to lead a support function while contributing directly to diagnosis, process design, platform testing, field enablement, and implementation.
Experience improving a CMMS, operational platform, inventory system, work-order process, asset workflow, or related business system.
Ability to translate field problems into requirements, workflows, controls, reporting, training input, and scalable solutions.
Strong project management, facilitation, process-mapping, analytical, written, and verbal communication skills.
Ability to travel to sites, markets, warehouses, and project locations to observe work and validate solutions.

Nice To Haves

Experience in car wash, automotive service, retail, hospitality, quick-service restaurant, or another equipment-intensive multi-unit environment.
Experience supporting technician training, warehouse strategy, inventory controls, asset programs, equipment deployment, or capital projects.
Experience with Woven, CMMS platforms, work-order workflows, audits, assets, telematics, fleet systems, or integrations.
Working knowledge of requirements gathering, user acceptance testing, platform rollout, change management, and post-launch support.

Responsibilities

Lead Operations & Maintenance Support priorities, work allocation, project sequencing, team expectations, and performance management.
Maintain visibility into active work, owners, decisions, risks, dependencies, next steps, and expected field impact.
Work with the team to diagnose problems, build solutions, remove roadblocks, and complete priority deliverables.
Visit sites, markets, maintenance teams, and warehouses to observe work and validate solutions.
Convert recurring field issues into standards, workflows, training, platform changes, reporting, or vendor actions.
Partner with field leaders on improvement efforts and confirm that conditions improve after support is provided.
Own the support model for work-order quality, prioritization, routing, assignment, approvals, documentation, status accuracy, evidence, and closure.
Partner with Operations and Maintenance to reduce aged, duplicate, incomplete, incorrectly assigned, and unresolved work orders.
Use work orders and downtime to identify recurring equipment issues, approval delays, parts constraints, vendor dependencies, training needs, and process gaps.
Support preventive-maintenance schedules, assignments, completion requirements, exceptions, and escalation workflows.
Ensure leaders can see open work, ownership, current status, next action, and operational risk.
Lead business-side development of Woven for Operations and Maintenance, including enhancement intake, prioritization, requirements, testing, and adoption.
Translate field needs into workflows, permissions, data fields, notifications, business rules, reporting, integrations, and acceptance criteria.
Improve work orders, preventive maintenance, audits, assets, inventory, approvals, reporting, MTTR, Azuga integration, vehicle workflows, and mobile usability.
Test changes in demo, sandbox, pilot, or limited-release environments using real field scenarios before enterprise deployment.
Maintain an enhancement register showing planned, in-progress, blocked, delivered, and declined items.
Partner with IT, Finance, Procurement, Fleet, and vendors to improve integrations, data integrity, ownership, and sources of truth.
Move appropriate workflows and visibility into Woven to reduce reliance on spreadsheets, emails, calls, and texts.
Serve as the Operations & Maintenance Support subject-matter lead for maintenance training developed with Learning & Development.
Define technician knowledge, demonstration, independent-work, supported-work, and escalation expectations.
Use work orders, downtime, audits, recurring failures, equipment changes, and field observations to identify training priorities.
Provide equipment examples, photos, manuals, scenarios, troubleshooting steps, and decision points for learning materials.
Review courses, SOPs, job aids, checklists, assessments, and certification tools for technical accuracy and field usability.
Participate in demonstrations, pilots, train-the-trainer sessions, coaching, and competency validation.
Support practical standards for technician operating rhythms, tools, trucks, parts, safety, documentation, and escalation.
Lead or support Project Anchor workstreams involving warehouse strategy, parts-and-supply locations, inventory visibility, asset collection, QR codes, replenishment, and field availability.
Define how parts are identified, received, stored, issued, transferred, returned, replenished, counted, and connected to work performed.
Help establish inventory ownership, approval levels, reorder points, cycle counts, adjustment controls, and shrink accountability.
Define asset data and processes for equipment, vehicles, tools, and technology, including additions, transfers, replacements, and retirement.
Connect assets to work orders, preventive maintenance, downtime, vendor service, parts usage, and replacement planning.
Pilot and validate warehouse, inventory, QR-code, and asset processes before launch, and follow up until adoption is stable.
Develop exception-based reporting for work orders, downtime, preventive maintenance, audits, assets, inventory, and field compliance.
Validate reports against source data and document metric definitions, ownership, and expected use.
Lead the Operations & Maintenance Support workstream for platform launches, integrations, conversions, new processes, equipment changes, and pilots.
Build implementation plans covering owners, milestones, testing, communications, training, site preparation, support, escalation, and post-launch follow-up.
Coordinate hyper-care, distinguish defects from training or process issues, and keep owners accountable for resolution.
Facilitate cross-functional decisions and manage vendor follow-through on functionality, implementation, testing, defects, enhancements, and service expectations.
Provide concise leadership updates covering progress, decisions, risks, field impact, and next steps.
Develop the support team, strengthen technician readiness, and support adoption until new ways of working are stable.