Operations Manager

We’re looking for a highly organized and proactive Operations Manager to oversee overall company operations across our laundromat network, drivers, and customer support team. This is a leadership role focused on accountability, operational performance, and continuous improvement across all markets. Responsibilities Manage and oversee support workers responsible for day-to-day laundromat, driver, and customer operations Ensure support staff are properly handling customer issues, laundromat communication, driver coordination, and operational tasks Act as the escalation point for higher-level operational and customer service issues Monitor and enforce operational SLAs including email response times, callbacks, and issue resolution timelines Track and document laundromat and driver performance issues Conduct performance reviews (As needed) with laundromats to address recurring issues and improve performance Implement laundromat scorecards and accountability systems Identify operational inefficiencies and improve systems, workflows, and processes Ensure refunds, mixups, and service failures are being handled properly by the team Work closely with the COO to escalate larger operational concerns, including: Replacing underperforming laundromats Identifying operational gaps by city Improving customer experience and operational consistency Scaling systems as the business grows