Chief Operating Officer

Job Description

Job Description

The Chief Operating Officer (COO) serves as the senior operational leader of the organization and is responsible for translating the company's vision into consistent operational execution across all locations.

This is a highly engaged, field-oriented executive leadership role. The COO maintains a visible presence throughout the organization, working alongside operational leaders to develop leaders, strengthen systems, remove organizational barriers, and ensure operational excellence. The COO builds organizational capability by improving decision-making, strengthening accountability, and designing systems that enable the organization to perform consistently without unnecessary executive intervention.

Working in close partnership with the President/CEO and executive leadership team, the COO ensures the organization's people, systems, and operational performance support the company's long-term growth while preserving its culture and values.

• Provide executive leadership, coaching, and mentorship to operational leaders throughout the organization.
• Establish clear leadership expectations, decision authority, and performance standards that promote consistency across all locations.
• Strengthen leadership capability and business acumen throughout the organization by developing managerial judgment, accountability, coaching effectiveness, critical thinking and leadership succession.

• Assume overall responsibility for operational performance across all company locations.
• Maintain a visible and engaged presence throughout company operations ensuring operational execution remains aligned with the company's strategic objectives.
• Translate strategic priorities into consistent execution through clear ownership, disciplined follow-through, and defined decision authority.
• Ensure consistent execution of company standards, operating procedures, safety expectations, regulatory compliance, financial objectives, and guest experience initiatives.
• Promote cross-functional collaboration to achieve shared organizational objectives.
• Partner with operational leaders to optimize labor, operating expenses, resource allocation, and site performance while maintaining exceptional guest experience.
• Ensure significant operational incidents, customer damage claims, and corrective actions are resolved consistently and effectively.

• Continuously refine leading indicators, key performance indicators (KPIs), and forecasting processes to anticipate business needs, improve resource planning, and enable proactive operational decision-making.
• Design, implement, and strengthen operating systems, workflows, management disciplines, and organizational practices that improve consistency, increase organizational capacity, and support long-term scalability.
• Establish operating rhythms, performance review processes, and management systems that enable leaders to identify, address, and resolve issues before executive intervention becomes necessary.
• Leverage operational metrics, reporting, and performance data to strengthen decision-making and improve organizational performance.

• Lead strategic initiatives that strengthen organizational capability while reinforcing organizational principles.
• Partner with the President/CEO and executive leadership team to establish priorities, allocate resources, and execute the company's long-term strategic objectives.
• Provide the President/CEO and executive leadership team with timely assessments of operational performance, organizational risks, and emerging business needs to support strategic decision-making.
• Partner with the President/CEO and executive leadership team to achieve operational and financial objectives through disciplined execution, sound resource allocation, and continuous improvement.

• Evaluate organizational performance to identify opportunities that improve efficiency, consistency, safety, financial results, guest experience, and long-term growth.

• Assume responsibility for operational P&L performance across the organization.
• Improve profitability through disciplined management of labor, operating expenses, and operational efficiency.
• Utilize operational and financial data to identify trends, prioritize improvements, and support informed business decisions.
• Develop and execute strategies that improve EBITDA, membership growth, retention, customer lifetime value, and overall profitability.

• 10+ years of progressive multi-site operational leadership experience, including responsibility for multiple locations and large, geographically dispersed teams.
• Proven ability to develop leaders and build high-performing management teams.
• Strong operational, financial, and strategic business acumen.
• Exceptional coaching, communication, and leadership skills.
• Demonstrated ability to build systems, improve processes, and create organizational scalability.
• Experience leading organizational change and driving continuous improvement initiatives.
• Ability to analyze operational and financial data to support sound business decisions.
• Strong understanding of regulatory compliance, workplace safety, and operational risk management.
• Ability to build trust and credibility at every level of the organization through visible, hands-on leadership.
• Demonstrated ability to balance strategic thinking with practical execution.

The successful COO consistently demonstrates the ability to:

• Maintain a visible presence throughout the organization.
• Develop leaders before solving problems personally.
• Make timely decisions despite incomplete information.
• Hold leaders accountable while providing coaching and support.
• Use data to inform judgment rather than replace it.
• Build trust through consistency, transparency, and follow-through.
• Preserve the company's culture while raising organizational performance.

• Stand and walk for extended periods (up to 8 hours per shift)
• Frequently bend, stoop, kneel, and reach
• Frequently use hands and arms
• Occasionally lift and move items up to 50 pounds
• Work outdoors in varying weather conditions
• Exposure to water, cleaning agents, and operational equipment
• Work in a fast-paced operational environment with frequent exposure to noise, interruptions, and multiple simultaneous activities.

Reasonable accommodations may be made in accordance with applicable law.

This job description is not intended to create a contract of employment and may be modified at any time.