Car Wash Field Operations Manager
Description
Job Purpose and Function
The Field Operations Manager role embodies The Wills Group's commitment to excellence in our Splash In ECO Car Wash operations. They ensure the meticulous execution of our retail strategy for Soft Touch Automatic (STA) Car Washes in a designated geography. This encompasses sales, stewardship, guest satisfaction, image, and growth.
The ideal candidate will be accountable for the STA operations, implementation of strategic initiatives, best-in-class customer service, and Brand presence that produces attractive earnings while embracing the Corporate Philosophy and Culture of the Wills Group. The incumbent will be the primary point of contact for Splash In ECO Car Wash Operators, Franchisees and Corporate Managers and is responsible for developing strong working relationships with the internal Operations Team and our Vendor Partners. Communication and Transparency are key success factors as information is required to be shared up, down, and across the network on a continual basis. The incumbent’s success will be measured through various KPI metrics including wash uptime, sales, growth, image, maintenance, stewardship, and customer feedback.
How You’ll Make an Impact
- Maintains positive and effective vendor relationships/partnerships for chemicals, maintenance, image, and wash equipment.
- Schedules maintenance and ensures preventative maintenance is completed properly and on-time, and wash bays are cleaned and maintained by Operations between power-wash cleanings.
- Knowledgeable about wash operations and troubleshooting for both in-bay automatics and tunnel wash operations and equipment.
- Reviews, codes, and approves Splash In chemical and maintenance invoices.
- Ensures all Splash In signage is current and in good repair.
- Conducts monthly wash inspections and reviews sales and accounting, up-time, damage claims, and wash opportunities with Splash In Operators.
- Communicates clearly and effectively on all key Splash In progress milestones, issues, opportunities, and decisions to the Splash In Director.
- Makes recommendations on capital investments, site repairs and upgrades, non-routine operational issues/concerns consistent with TWGI philosophy and values to the Splash In Director.
- Regularly attends and provides training sessions for new equipment, best practices, and new franchisees and company managers.
- Performs “on call” duties on rotation with other Splash In Managers and provides coverage for team members’ vacations.
Key Accountabilities
- Achieves 98% up-time on all wash operations (metric includes total downtime in days divided by total wash days).
- Ensures 100% of preventative maintenance, car wash bay cleaning, door and heater inspections, heating fuel, and reclaim pump outs are sufficient completed by car wash vendor partners.
- Ensures all car wash amenities including air, vacuums, floor matt cleaners, etc. are maintained and operational.
- All Splash In invoices are coded and approved as received.
- Accepts P&L Responsibility to include growing top line sales, managing expense lines, identifying opportunities, and developing operational plans to improve financial performance.
- Actively Manages Risk and coordinates with the Area Manager and Splash In Operators to ensure that all damage claims are entered into the Risk Management Portal and all pertinent information is collected.
- Ensures daily operational compliance to the key Splash In metrics that include: 1) Wash open and operating, 2) Connectivity, 3) Clean, safe, inviting environment, 4) Clean, Shiny, and Dry vehicles, 5) Happy guests!
- Supports the maintenance and repair of all tunnel car washes in their geography and supports operations.
- Responds to customer concerns and case management inquiries within the 16-hour requirement.
- Builds alliances and collaborates effectively with other Wills Group departments to achieve goals.
What We’re Looking For
- Bachelor’s degree in business, business management, or mechanical/technical experience; alternatively, equivalent progressive experience may be considered.
- 5-years minimum of management experience with increasing responsibility within the car wash industry.
- Franchise or corporate-run retail experience desired.
- Multi-unit management experience desired.
- Some electrical, HVAC, plumbing, and/or mechanical experience and/or experience with diagnosing or troubleshooting issues within the car wash industry strongly preferred; basic knowledge of networking and pay terminals within the car wash or related industry also preferred.
- Valid driver’s license, favorable driving record, and ability to travel within personal vehicle within assigned region average of 4-5 days per week; reimbursement is available for mileage and related expenses through our company vehicle reimbursement program.
An ideal candidate will also have:
- Strategic thinking skills.
- Acute attention to detail.
- Self-starter capable of managing projects and meeting tight deadlines.
- Strong leadership and critical thinking skills.
- Proven background in analytics, with the ability to interpret and analyze data.
- Successful track record in negotiations and partnership building.
- Exceptional multitasking abilities, working efficiently and effectively.
- Proficiency in creating and executing strategic plans, managing budgets, forecasting, and overseeing promotions and marketing initiatives.
- Ability to travel daily within a defined geographical region.
- Ability to stay overnight and work varied hours when required.
- Weekend and evening uptime monitoring.
- Willingness to support teammates for coverage.
Key Competencies
- Adapting and responding to change.
- Working with people.
- Delivering results and meeting customer expectations.
- Deciding and initiating action.
- Persuading and influencing.
- Leading and supervising.
- Planning and organizing.
- Analyzing numerical, verbal and other sources of data and information.
Availability and Travel
- Field-based role with frequent travel in personal vehicle within our Splash In market; assigned area currently includes 24+ sites in Southern Maryland, Virginia, North Carolina, South Carolina. Therefore, this role requires a valid driver’s license, favorable driving record, and ability to travel within personal vehicle throughout assigned region average of 4-5 days per week; reimbursement is available for mileage and related expenses through our company vehicle reimbursement program. Remaining time designated for telework or on-site at our headquarters in La Plata, MD.
- Company vehicle reimbursement program available to help cover expenses for personal vehicle use and mileage.
- This role offers a high degree of scheduling freedom and travel flexibility. However, with that freedom comes occasional business emergencies and strong operator relationships will require periodic calls and emails off hours; on-call rotation for weekend operator needs.
- Occasional travel outside the assigned region and/or overnight travel may be required for business purposes (e.g., training, conferences, meetings), with mileage reimbursements and accommodations covered by the company.
Why You Should Join Wills Group
Splash In ECO car wash, a division of The Wills Group, is a leading regional car wash network with over 50 In-Bay Automatic (IBA) and Express Exterior Tunnel car washes in the Mid-Atlantic. At Splash In, we strive to be a car wash with a purpose. An estimated 304 million gallons of water is used daily for car washes around the world. Splash In uses water reclamation technologies, and ecologically friendly wash chemistry to be good environmental stewards in our communities.
Wills Group is a $1.5 billion company headquartered in La Plata, Maryland (an easy 45-minute reverse commute from DC) with nearly 300 retail locations across the Mid-Atlantic region, including Dash In, Splash In ECO Car Wash, and SMO Motor Fuels. A family-owned company since 1926, our passion areas are in convenience retailing, fuels marketing, and commercial real estate and we pride ourselves on keeping our customers', employees' and communities’ Lives in Motion.
Our Wills Group employees come to work for more than just a paycheck, but rather they come to learn, make contributions, make an impact, and feel valued as a part of our family-friendly culture. We have a work-hard, play-hard mentality that makes us a progressive company and we thrive on giving back to our community. That is what is core to our DNA.
Benefits and Perks
Embark on a rewarding journey where your growth, future, and well-being take center stage! As a certified Great Place to Work™, the Wills Group understands today's professionals desire meaningful careers with a culture that's as authentic as possible. We pride ourselves in fostering an environment that supports your overall development. Look forward to joining a company that celebrates your wins whether big or small. You can count on us to provide industry-leading total rewards packages that include a range of benefits and perks that contribute to your overall well-being:
- Financial Well-being – Employer 401(k) match (currently at 7%), health savings plan, and financial planning.
- Physical Well-being – Comprehensive health, vision, and dental plans tailored to meet the needs of our people and their families, even their pets!
- Paid Time Off – Vacation, sick, personal, community engagement, and parental leave for new parents.
- Work/Life Balance – Hybrid and Flexible work environment, Employee Assistance Program, travel assistance, family life planning.
- Education and Development Opportunities – 100% tuition reimbursement to support our people’s education goals, robust development programs, and certificate program assistance (up to 100% employer-paid).
- Competitive Salary - Competitive pay matched to DC Metro area.
Wills Group does not accept unsolicited resumes from recruiters or employment agencies in response to the Wills Group careers page or a Wills Group social media post. Wills Group will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited resumes. Wills Group explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Wills Group.
Wills Group is an equal opportunity employer. Wills Group does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. #HQ