Director of Operations (Automotive)

Team Outsider Overview

At Team Outsider, we spend our time delivering extraordinary hospitality to our guests at our rapidly growing portfolio of businesses nationwide.  We are on a mission to be the most hospitable team in the world, and to achieve our mission, we need your help! 

Position Overview

Reporting to the Executive Team, our Director of Operations will be responsible for managing operations, and the on-site Managers at up to eight Car Care Centers in your region.  In addition to the automotive industry, Team Outsider acquires and manages RV resort campgrounds and other businesses in which we can execute on our mission.  We are a dedicated hospitality training and development company that will offer the right candidate immense responsibility and opportunity for advancement.

Duties & Responsibilities

• As with all positions on our team, live Team Outsider’s values while performing the responsibilities of your position.
• Work directly with Team Outsider leadership to lead and support your centers' Managers in the following:
  • Drive growth and promotion of each center's service offerings.
  • Train Managers and their on-site teams of advisors and technicians.
  • Oversee center operations, from initial guest interaction to post-visit follow up with guests, to ensure the highest level of customer satisfaction.
  • Maintain an above average CSI score.
  • Deliver a safe, clean, and pleasant experience for team members and guests at all centers.
  • Ensure that all of the centers' repair and common areas, including guest restrooms are fully operational.
  • Maintain company standards and expectations.
  • Manage each center's key performance indicators (KPIs) and quarterly objectives.
  • Develop marketing initiatives designed to drive new business.
  • Proactively gather information on guests to find ways to deliver a “WOW!” experience.
  • Recommend best practices, including but not limited to: center management, sales, events, training, and guest experience on a company-wide level.
  • Review daily reports and work with the team to finalize weekly and monthly reports.
  • Manage center expenses, including the submission of accurate weekly expense reports.
  • Temporarily assume direct oversight of centers when needed.
  • Assist with the annual and quarterly budgeting process.
  • Up to 70% travel to centers within your region may be required.

Personnel Management

• Manage the on-site teams to achieve specific goals and objectives.
• Lead professional development of team members and recommend current team members for promotion.
• Conduct weekly update meetings with your Managers.
• Assist with staffing and performance metrics to ensure the team is maximizing productivity.
• Oversee and keep team up to date with process changes.
• Oversee team including performance management reviews.

Physical Car Care Center Management

• Discuss Manager recommendations with the Leadership Team, any physical repairs, maintenance, or improvements to the facilities.
• Work with Regional Project Manager to oversee and implement capital improvement projects when required.
• Analyze customer reviews to identify and resolve issues presented.
• Set priorities using customer reviews and clearly communicate adjustments to the team.
• Know and be able to implement safety plans.

Business Development

• Oversee and ensure the successful on-boarding of newly acquired Car Care Centers.
• Assist with local and regional partnerships and marketing.
  

Experience & Requirements

• A passion for and understanding of Team Outsider's mission and values.
• 5 years combination of automotive service management and automotive service advisor experience.
• Must have track record with high CSI and service advisor experience in retail automotive service department.
• Must possess analytical, problem solving skills.
  
• Must have strong people skills and leadership capabilities with a passion to excel.
• Customer Service experience preferred.
• Must have a driver's license and clean driving record.
  
• Must be fluent in the English language, and have strong verbal and written communication skills.
• Experience managing a team of more than five people, as well as managing teams in remote locations.
• Exceptional ability to prioritize and not multitask.
• Must demonstrate a high degree of integrity, reliability, self-awareness, and empathy.
  

Team Outsider Mission

• We are on a mission to be the most hospitable team in the world.

Team Outsider Values

• We put our team first: We believe that the most important hospitality we extend is to our team members.  The way we treat one another sets the tone for how we treat everyone.
• We make them say “WOW!”: We are passionate and determined to "WOW!" our team members, our guests, our community, and our partners at every interaction.
• We express gratitude: We appreciate that our team members and guests have many options for where to spend their time.  We are committed to proving to them that they've made the right decision.
• We get better every day: We are always growing, learning, and ready to drive change.  When we stumble, we admit fault and get back on our feet.  We are in the constant pursuit of excellence in everything we undertake.
• We are steadfastly resourceful: We do more with less and will do whatever it takes to overcome a challenge.
• We give back: We strive to leave the biggest positive impact on the communities where we operate.  Their success is our success, and we want to see them win.