Director of Operations Job Description

TITLE:Director of Operations

DATE REVISED:May 18th, 2021

REPORTS TO:Vice President of Operations

CLASSIFICATION: Salaried Exempt

SUPERVISES:District Managers & Center Managers

Director of Operations Job Purpose:

The Director of Operations is responsible for the overall operation of the centers, ensuring the overall integrity of the European Wax Center brand and the centers meet financial and operating goals. The Director of Operations is responsible for leading center operations and managing the District Managers for those centers, ensuring that all managers and associates are guest-focused, associate-focused, and community-connected. The Director of Operations performs as the Regional Coach. Key responsibilities focus on driving excellence and seeking opportunities for business improvements in all day-to-day center operations, including: getting guests and keeping guest, team member and management performance, training, development and retention, center cleanliness, safety and maximizing revenue and profitability.

Director of Operations Specific Responsibilities Include:

Team:

• Hires Great People. Responsible for creating, implementing and executing overall business staffing plans ensuring proper staffing levels are maintained by District and Center Managers to ensure a great guest experience, build sales, and maximize profitability.
• Sets Clear Expectations. Responsible for ensuring District/Center Managers enforce adherence to published center operating procedures (scripts, waxing procedures, inventories, etc.) and meet established key performance objectives which contribute to company annual operating goals.
• Establishes Training. Responsible for ensuring District/Center Managers implement operational/associate training programs. Where necessary, create and implement additional training programs. Ensure District/Center Managers adherence to all published training requirements and utilize of company bench plans in determining needed training and development as well as inform retention decisions.
• Holds People Accountable. Responsible for ensuring District/Center Managers implement performance feedback and recognition programs to include regular one-on-ones, performance appraisals, individual development plans and performance improvement plans.
• Motivates the Workforce. Responsible for ensuring District/Center Managers provide for a safe and fun working environment by continually focusing on associate morale and welfare in the workplace. Ensure District/Center Managers build positive, professional relationships with all whom which they associate.

Guest:

• Ensures that all Managers and Associates are focused on Getting Guest and Keeping Guest through providing the ultimate wax experience and driving new guest counts.
• In coordination with the Vice President of Operations develop, implement, and oversee annual marketing plans for Districts.
• Actively looks for, identifies and implements techniques to attract new guests.
• Responds to guest comments and criticism in a constructive, positive and timely manner, looking at such as an opportunity to build guest loyalty. Educates and empowers District Managers, Center Managers, and Associates to act in a similar capacity.
  

Quality Operations:

• Ensures District/Center managers maintain a maniacal focus on providing the Ultimate Wax Experience.
• Ensures Centers adhere to EWC Corporate and company-specified processes and procedures with a specific focus on guest interaction (scripts) and waxing procedures.
• Ensures District/Center Managers possess a strong personal working knowledge of the EWC Point of Sales System, Strut Social, and supporting tools.
• Delivers superior results on and leverages compliance/feedback information from (Reputation, Mystery Shop, Area Representative Audits, Corporate Audits, etc.) in order to improve overall center performance.
• Ensures all centers adhere to all city, county, state, and federal laws and regulations related to center operations.
• Keeps current on and ensures the implementation of new programs, policies, procedures and promotions.
• Conducts informative, focused District and Center Managers meetings that include a written agenda.
• Maintains/achieves all turnover and retention targets.
• Builds positive, professional relationships with Franchisees and Franchisor staff.
• Models exemplary leadership behaviors, passion for the brand, and ensures all managers follow this lead.
• Approves all District Manager schedules to ensure acceptable and effective connection and support to all Centers Managers.
• Reacts immediately to any change in business trends, developing and implementing corrective action plans when necessary.
• Completes all other assigned duties or tasks.
• Ensures District/Center Managers understand and use key financial tools/control systems including the point of sales system, IQ, and published operating budgets.

Sales and Profits:

• Provides a laser focus on continually improving revenue and profitability of the business.
• Ensures Centers continually grow sales through providing the Ultimate Guest Experience.
• Ensures all Districts create, implement an effective local store marketing plan within budgeted parameters with a specific focus on driving new guest counts.
• Reconciles profit and loss statements, calculates results, conducts analysis and communicates results to Vice President of Operations.
• Ensures all District/Center Managers establish weekly, monthly and quarterly performance goals to meet or exceed budgeted expectations.
• Ensures all Centers meet or exceed budgeted profit goals, react to trends and troubleshoot problem areas.
• Effectively breaks down sales and profit goals ensuring District Manager understanding.
• Understands, is able to complete, and teaches District Managers the functions of completing Period Business Reviews.
• Participates in the development of the Company annual operating plan (budget and performance goals), to include commission and bonus plans.

Human Resources:

• Possesses strong personal knowledge and ensures all District and Center Managers possess solid knowledge of all local, state, and national labor laws and company published labor control tools.
• Creates and maintains an open door policy with District Managers, Center Managers, and Associates allowing for open and honest communication, consistency of standards and appreciation for contributions and suggestions.
• Ensures safety procedures are published standards are strictly adhered to, including monthly safety meetings.
• Ensures Centers comply with Safety & Security policies including all loss prevention procedures and actions.

Facilities:

• Ensures all centers are maintained and kept to a high level of cleanliness at all times.
• Proactively maintains and manages R&M issues within the District Managers ensuring all centers are kept in like new condition.

Knowledge and Skill Requirements:

• Candidates must be highly motivated, self-directed, and results driven with strong organizational skills, attention to detail and professional written and verbal communication skills.
• Must possess the ability and desire to create a fun, exciting environment for guests, Managers and Associates.
• Must possess solid skills with basic mathematical computations.
• Must have a proven track record of successfully managing multiple priorities in a fast- paced work environment.
• Must maintain confidential information, adhere to and enforce company policies, programs, and compliance issues.
• Qualified candidates will possess a minimum of 8 years business management experience, and experience managing a retail business is preferred.
• This position requires the completion of a high school education or equivalent, a valid driver's license to travel between units, a satisfactory background check, and the ability to meet the physical demands of the position detailed below.
• This position requires successful completion of the EWC new center manager course.

The duties of this position may change from time to time. One World Wax, Inc. reserves the right to add or delete duties and responsibilities at the discretion of One World Wax, Inc. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.

Physical Demands Vancouver Wax, LLC

JOB TITLE:Director of Operations

PHYSICAL DEMANDS

A. Overall Strength Demands (Check One):

SEDENTARY: Exerting up to 10lbs. occasionally or negligible weights frequently; sitting most of the time

LIGHT: Exerting up to 20 lbs. occasionally, 10lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree

X MEDIUM: Exerting 20-50 lbs. occasionally, 10-25 lbs. frequently, or up to 10 lbs. constantly

HEAVY: Exerting 50-100 lbs. occasionally, 25-50 lbs. frequently, or up to 10-20 lbs. constantly

VERY HEAVY: Exerting over 100 lbs. occasionally, 50-100lbs. frequently, or up to 20-50 lbs. constantly

B. Identify the Frequency of each physical demand listed below using the following codes:

C = CONTINUOUSLY2/3 or more of the time

F = FREQUENTLYFrom 1/3 to 2/3 of the time

O = OCCASIONALLYUp to 1/3 of the time

R = RARELYLess than 1 hour per week

N = NEVERNever occurs

These are descriptions of the way this job is currently physically being performed; it does not address the potential for accommodations if needed.

PHYSICAL DEMANDSCODEDESCRIPTION

StandingFRequires long periods of standing to review operations

SittingFDoing reports, some paperwork, talking to team members and guests

WalkingCMoving throughout the restaurant

LiftingOAbility to lift a maximum of 50 lbs. with or without assistance

CarryingO Ability to carry a maximum of 50 lbs. with or without assistance

Pushing/Pulling O Ability to push or pull a maximum of 50 lbs. with or without assistance

ReachingO Reaching for items in restaurant

HandlingFFiles, storage boxes, small equipment

Finger Dexterity CComputer keyboard, cell phone, calculator, measuring, holding some tools, supplies

KneelingRInspecting, setting up restaurant and cleaning

CrouchingRMoving items in restaurant and cleaning

CrawlingRFor some inspections and cleaning

BendingOPicking up items from floor, inspecting areas and cleaning

TwistingOMoving, inspecting, setting up restaurant

ClimbingOPossible for inspecting, changing lights, accessing projectors and TVs and cleaning etc.

BalancingFStanding and reaching/pushing/pulling items

VisionCViewing, inspecting building areas; ensuring work is done appropriately; giving orders, reading maps, monitors and registers.

HearingCReceive and interpret information from others-face to face or by phone

TalkingCGive information and direction to others in discussion.

Foot ControlsRAnchor materials with foot

Other (specify)

C. Machines, Tools, Equipment and Work Aids: (list equipment used in the performance of this job such as PC and peripheral equipment, calculator, office equipment, telephone, copy machine, computer scanner, modem, fax machines, etc.).

Use of some Computer and Peripheral equipment, Register, monitor, Calculator, Fax Machine, Copy Machine, telephone and credit card machine. Some maintenance includes unclogging toilet, relighting water heater, etc. Office supplies such as notepads, pencils, pens, maps for deliveries etc. Reliable transportation, valid drivers license, acceptable driving record and insurance.

D. Environmental Factors: (state the climate in which work is performed, i.e., climate-controlled office, outdoors in various times of seasons, retail environment, etc...)

Fast paced work environment. May need to be outside for inspection of property. Some positions require gloves. Delivery, some cleaning/maintenance responsibilities are performed outdoors in the elements like rain, snow, sleet, hail, sun, hot and cold. Ability to work irregular hours, nights, weekends, and holidays. Work with the public. Requires ability to be on-call 24 hours a day and work 50 hours per week.

Brand: European Wax Center
Address: 111 W 39th Street Vancouver, WA - 98660
Property Description: 00001 - HQ Location
Property Number: 00001