Director of Operations

Description

What It’s Like to Lead at MOJO 

As a MOJO Director of Operations, you’re the steady hand behind a full region of sites — the culture carrier, the coach, and the leader who drives operational excellence through people. You support, develop, and empower your General Managers and TCDs to run clean, safe, profitable locations… and to become the next generation of strong leaders for MOJO. 

You set the tone for performance across your territory. You celebrate wins, elevate standards, and keep teams connected to our mission:
to spark joy and pride in every ride through world-class service, safety, and team culture. 

You guide regional execution through tools like MoFlow, Value Visits, Ops360, Player Scorecards, labor frameworks, the Operations Guide, and Walk for Excellence. You partner closely with L&D, Maintenance, Marketing, Finance, and HR to ensure your region runs consistently and scales effectively. 

At MOJO, DOs lead with ownership — but never alone. You have strong partners, clear systems, continued development through Spark Plug and Spark Summit, and a cross-functional team ready to support you. Whether you’re coaching a GM through a staffing challenge, helping during a shutdown, running a Charge Back reset, or supporting a TCD event, you are the leader who brings clarity, energy, and accountability to the region. 

A Day in the Life (Snapshot) 

• Start with the big picture
  Review daily performance trends — volume, labor %, uptime, membership growth, guest scores, staffing, safety issues. Connect with GMs as they walk you through their MoFlow plan to understand where support is needed. 
• Lead through your leaders
  Visit sites to walk the lot, tunnel, chemical room, pit, and vacuums with your GM. Coach on safety, guest experience, speed of service, WOW behaviors, cleanliness, team energy, and execution of the Playbook.
  Use Ops360 data and scorecards to guide coaching, not gut feel alone. 
• Support the tough moments
  Whether it’s a rush, equipment failure, team conflict, or guest escalation, you bring calm and clarity. You may assist Maintenance in diagnosing an issue, help perform a basic reset or swap, coordinate communication, or support a shutdown recovery. You ensure the site gets safely back online and the team stays focused. 
• Build for tomorrow
  Partner with L&D on Spark Plug and Spark Summit readiness. Strengthen upcoming leaders through coaching, Value Visits, and development plans. Prepare your region for NTO rollouts, upcoming audits, and system launches. Reinforce consistency in processes, tools, safety, and leadership behaviors. 
• Stay visible and connected
  You spend the majority of your time in the field, coaching, developing, engaging, and helping teams win. Your presence builds trust, accountability, and momentum across your region. 

What You’ll Own 

Regional Operations & Guest Experience 

• Lead operational and cultural performance across a territory of 4–25 sites. 
• Ensure each location is clean, safe, show-ready, and executing the MOJO Playbook. 
• Reinforce WOW-level guest experience and fast, friendly, accurate service. 
• Help resolve escalations and damage claims with professionalism and empathy. 
• Conduct Value Visits that add real value — covering breaks, coaching, and grading site appearance consistently. 
• Drive safety compliance, team engagement, and a culture that lives “One team, one wash, one moment — one MOJO.” 

People, Leadership & TCD Development 

• Coach, develop, and elevate GMs, TCDs, and rising leaders. 
• Conduct regular 1:1s and use Ops360, Player Scorecards, and leadership tools to guide performance. 
• Support TCD-led trainings, site-level onboarding, and GM development pathways. 
• Build leadership bench strength and support internal promotions. 
• Reinforce learning and expectations from Spark Plug and Spark Summit. 

Sales, Memberships & Growth 

• Drive membership growth, retention, and grassroots marketing performance. 
• Coach teams on sales behaviors, guest engagement, and upsell confidence. 
• Support each location’s involvement in community events and local partnerships. 
• Partner with Marketing on initiatives that increase visibility and traffic. 
• Reinforce goal-setting, contest engagement, and celebration of wins. 

Financial & Charge Back Performance 

• Review P&Ls, labor %, COGS, chemical spend, and all KPIs with your leaders. 
• Build and support action plans to correct trends and improve results. 
• Celebrate financial wins and promote sharing of best practices. 
• Lead Charge Back resets when a site’s performance slips — shutting down early, aligning the team, reestablishing expectations, and rebuilding energy and accountability. 

Maintenance, Safety & Uptime 

• Ensure all sites complete accurate daily/weekly/monthly PMs. 
• Work with Maintenance Techs to prioritize repairs and minimize downtime. 
• Provide hands-on support when needed — basic resets, troubleshooting, system restarts, and component swaps. 
• Ensure tunnels, pits, reclaim systems, and chemical rooms remain clean, organized, and safe. 
• Champion a safety-first culture with coaching, inspections, and recognition for great practices. 
• Reinforce compliance with safety training through THRIVE and follow-up procedures. 

Facilities, Appearance & Audit Readiness 

• Oversee facility presentation, cleanliness, signage, equipment care, and brand standards. 
• Conduct regular site walks and support teams in correcting appearance or structural issues. 
• Prepare sites for Walk for Excellence — the annual deep audit of operations, equipment, chemical management, safety, and site aesthetics. 

Community Engagement & Local Marketing 

• Build meaningful relationships with local organizations, schools, and businesses. 
• Support site teams in participating in events, charity drives, and community promotions. 
• Encourage grassroots marketing efforts and celebrate successful initiatives. 

Technology & Systems Integration 

• Utilize JOLT, MaintainX, Tableau, Jaggaer, Ops360, and the Operations Guide to drive operational clarity and performance. 
• Support adoption, coaching, and best practices across your region. 
• Share insights and wins from top-performing sites to strengthen consistency. 

Communication & Daily Alignment 

• Lead morning communication rhythms with DOs, GMs, and TCDs. 
• Share updates, goals, recognition, focus areas, and safety reminders. 
• Reinforce alignment with MOJO’s mission, values, and performance expectations. 
• Deliver a motivational daily morning message to DO’s, TCD’s, and GMs and site leadership teams to set a positive tone and align focus for the day. 
• Use the message to highlight key goals, celebrate achievements, and provide actionable reminders or updates. 
• Foster a sense of connection and purpose by reinforcing the company’s mission and values. 

Cross-Functional Execution 

• You’ll help deliver key company initiatives across your region, including: 
• Ops360 performance reviews 
• Operations Guide (labor tools, MoFlow, Value Visits, Scorecards) 
• Playbook updates and consistency checks 
• NTO rollouts and training improvements 
• Walk for Excellence annual audit preparation 
• Safety programs and communication 
• Leadership development programs like Spark Plug & Spark Summit 

Key Metrics (You Win When These Move) 

• Membership growth and retention 
• Labor % and uptime stability 
• Guest satisfaction and review quality 
• Paid Retail Traffic 
• Charge Back reduction 
• Leadership bench strength & internal promotions 
• Maintenance compliance and reduced incidents/downtime 
• Team Member retention 

You’ll Excel Here If You… 

• Lead with calm, confidence, and clarity — even on tough days. 
• Build strong relationships and trust with your GMs and frontline teams. 
• Enjoy getting in the tunnel, walking the site, and seeing what’s really happening. 
• Use KPIs and trends to guide coaching, not to surprise people. 
• Are comfortable supporting mechanical issues when needed — not as a technician, but as a leader who knows how to help a site recover quickly. 
• Love turning good teams into great ones.