Director of Operations

Leap Brands

Boston, MA

Director of Operations

Position Summary:

The Multi-Unit Director of Operations is responsible for driving operational excellence, revenue growth, and profitability across a portfolio of service centers. This leader oversees multiple locations, ensuring consistent execution of brand standards, financial performance, customer satisfaction, and team development. The role requires a strategic operator who can translate company initiatives into measurable results while building high-performing field leadership teams.

Key Responsibilities:

Operational Leadership

Provide strategic oversight for multiple locations, ensuring consistent execution of service, safety, and brand standards.
Drive operational consistency across all sites.
Conduct regular field visits, operational audits, and performance reviews to ensure KPI attainment.
Lead execution of company initiatives, process improvements, and system rollouts.

Financial Performance

Own full P&L accountability across assigned locations.
Drive revenue growth
Analyze financial statements, labor models, parts margins, and expense controls to improve EBITDA performance.
Develop and execute annual operating plans and budgets.

People Development & Talent Strategy

Recruit, develop, and retain high-performing General Managers and field leaders.
Build succession plans and leadership pipelines within the region.
Coach teams on performance management, productivity standards, and customer experience.
Ensure compliance with safety, HR, and regulatory standards.

Customer Experience & Brand Protection

Champion a customer-first culture focused on transparency, trust, and repeat business.
Monitor NPS, online reputation, and service quality metrics.
Address escalated customer concerns and implement corrective action plans.

Compliance & Safety

Ensure all locations adhere to OSHA, environmental, and automotive industry regulations.
Maintain standards related to technician certifications, equipment maintenance, and shop safety protocols.

Key Performance Indicators

Revenue growth & same-store sales
EBITDA / controllable profit improvement
Car count & ARO growth
Labor productivity & parts margin
Customer satisfaction / NPS
Employee retention & engagement

Qualifications

3-5+ years of multi-unit operations leadership experience
Proven track record managing full P&L responsibility across multiple locations.
Strong financial acumen with experience analyzing multi-unit performance data.
Demonstrated ability to lead through influence in both franchise and corporate structures.
Experience driving operational turnarounds and scaling high-growth markets preferred.
Willingness to travel extensively within assigned territory.

Leadership Competencies