People:  

• Develop Market Managers and other key employees to understand the company mission to WOW every customer and be the best and ensure staff is following standard operating procedures (SOPs). 
• Lead manpower planning and staffing initiatives in the region to ensure appropriate staffing levels.
• Develop an employee engagement strategy and build a culture of accountability through ongoing recognition and documentation of exceptional and substandard performance. 
• Assess leadership talent, develop employees to take on greater responsibility and improve performance and actively manage leadership changes.  
• Understand and ensure brand standards are met and maintained across markets and each location.
• Provide an equitable and inclusive work environment in which employees can perform at their best 
• Stay up to date on current industry information and new trends through completion of required continuous education.

Safety:

• Reinforce all company safety programs and ensure safety of all employees through a clean and safe working environment by meeting company compliance standards for safety; including the use of personal protective equipment.  

Customer Service: 

• Establish a service excellence culture and build plans to deliver consistent execution of the WOW (Wow Operating Way) in all locations.  Regularly monitor the evaluation process for shop performance to ensure teams are following standard operating processes as part of a systematic onsite assessment. 
• Set regional goals for meeting Client Performance Goals. Actively foster positive client relationships through responsive communication and  performance reviews with location managers.
• Actively engage with the Continuous Improvement team to improve employee and business performance and to ensure operational consistency.
• Develop a process to understand shop level performance and monitor  monthly operational reviews (WoW ready Assessments) and audits (in-person) led by Market Managers.  
• Monitor customer service performance and ensure Market Managers are achieving service expectations through active involvement in the resolution of customer concerns. 
• Establish systems to monitor and manage workload within a region by effectively metering the business across the designated markets.

Growth:

• In alignment with Company direction, develop and implement clear strategy and plans to achieve financial targets and key performance metrics to align with company goals and objectives.
• Proactively communicate company directions and plans with team members with the express purpose of driving key initiatives and meeting performance expectations.  
• Lead by example by personally participation in external marketing and team building activities and set the expectation of the direct report team to do the same as needed. 
• Partner with the Business Development team and work to achieve the growth objectives of the assigned Region. 

Education and/or Experience Required (including certifications)