• Hires an excellent team of strong and diverse leaders and takes personal responsibility for their onboarding and continued development.

• Has consistent 1:1s with reports and creates a culture of regular coaching and feedback.

• Addresses low performance quickly and compassionately. Resolves all people and safety issues in a timely and effective manner.

• Collaborates effectively with Human Resources and appropriate partners.

• Retains and develops top performers. Takes the time to understand individuals’ motivations and actively coaches towards development goals by providing actionable feedback. Multiplies the capabilities of team members and unleashes the team’s potential.

• Energizes others and builds a team culture of high performance and trust. Champions inclusion, psychological safety, and courage. Creates an environment where all voices feel confident speaking up.

CUSTOMER FOCUS

• Owns the customer journey from end to end and continually strives to improve customer happiness.

• Actively monitors customer service trends to make necessary improvements and coaches the team in continuously improving communication, processes, and relationships to elevate the experience.

SITUATIONAL ADAPTABILITY

• Dynamic problem solver who tackles change by leading with the Why and inspiring buy-in and action.

• Allocates and shifts resources as needed based on business priorities and customer experience. Resilient and calm under intense pressure.

• Coachable. Takes full ownership of personal development. Regularly solicits feedback from teammates above, below, and adjacent, and demonstrates learning agility by making clear behavioral changes.

• Highly mission-driven and motivates others to see the big picture.

DRIVES RESULTS

• Takes full responsibility for communicating business priorities to the team and stakeholders.

• Removes barriers and provides cover so team can execute against goals. Direct reports know what is expected of them, and how their work ties into the broader team direction.

• Understands and owns every aspect of the site’s performance. Sets targets, drives execution, and holds the team accountable both for individual and team results. Drives standardization in alignment with broader organizational goals

• People-first leader who prioritizes team development

• Relentless drive for excellence; provides recognition and feedback daily

• Multiplier who elevates the thinking and output of everyone around them, while also making them feel included and valued

• First-principles thinker who finds a creative path to solve previously unsolvable problems

• Exceptional integrity through dedicated and ethical approach to sales and service operations

• Commitment and enthusiasm to work evenings and weekends alongside the rest of the team

• Must have and maintain a valid driver’s license and

• Ability to obtain appropriate state licensing, where applicable

EDUCATION AND EXPERIENCE

• Educational experience: Bachelor’s degree or equivalent professional experience leading an end-to-end customer-facing operation

• Experience leading large teams in a fast-paced environment

• Functional experience in roles supporting both Sales/acquisition of new customers and Service/support of existing customers

• Demonstrated ability to inspire, influence, and hold teams accountable to achieve a common goal

• Experience leading teams and managing a diverse group of roles and responsibilities

PHYSICAL REQUIREMENTS

• Must be able to stand or sit for 8 hours or more

• Occasional travel required for offsite meetings and events; normally less than 10% of the time