Manager of Operations

Reports to: Vice President of Operations Employment Type: Full-Time Compensation Type: Salary Expected Hours: 8am-5pm M-F (Possible Weekend Coverage When Required) Role Overview The Manager of Branch Operations is responsible for owning the full day-to-day performance of a Sally location, including operational execution, team leadership, and site-level results across customer experience and fleet readiness. This role owns site-level results by leading frontline and Customer Experience teams, driving rental workflows, ensuring fleet compliance, and maintaining high service standards. The Site Lead acts as the operational backbone of the location and is accountable for both team performance and customer outcomes. Success in this role looks like high vehicle utilization, strong launch execution, fast resolution of customer issues, and a well-run site that consistently delivers a reliable, professional customer experience. Key Performance Metrics CSAT (Customer Satisfaction Score) Launch success rate Utilization rate Vehicle downtime due to compliance issues Driver retention Employee retention Resolution times for inbound customer conversations Post accident information capture timeframe What You’ll Do Own day-to-day site operations, ensuring efficient, safe, and compliant execution of rental activities. Lead rental workflows including vehicle launches, returns, swaps, repossessions, impounds, tickets/tolls, and customer inquiries. Manage vehicle readiness activities, ensuring cleanliness and readiness to drive. Monitor and drive site-level operational metrics, including utilization rate, launch performance, and customer satisfaction. Ensure necessary information is captured in a timely and complete manner following accidents to enable driver charge and claims processes to happen efficiently and effectively. Step into operational gaps as needed, resolving staffing, workflow, or customer issues in real time. Act as an escalation point for both employees and customers, resolving complex issues professionally and efficiently. Deliver a high-quality customer experience across phone, text, email, and in-person interactions. Partner closely with Service & Repair teams to ensure vehicle readiness and minimize downtime. Own fleet compliance at the site level, including registrations, New York City Taxi & Limousine Commission (TLC) regulations (if applicable), insurance, inspections, and city sticker renewals (if applicable). Oversee office operations, including facilities coordination, supplies and inventory management, vendor and landlord relationships, compliance postings, employee training completion, and maintaining a safe and organized workspace. Identify opportunities for process improvement and support site-level operational initiatives. Build and maintain strong working relationships with co-located Service & Repair teams. Hire, train, and develop a high-performing team through clear expectations, ongoing coaching, performance reviews, and a strong culture of accountability and execution. Ensure adherence to company policies and the employee handbook through consistent guidance, coaching, and enforcement. Own team productivity and health by managing staffing plans, onboarding, PTO planning, and retention—ensuring the team stays engaged, supported, and consistently delivering results. What We Look For 3+ years of experience in operations, site management, office management, or customer support leadership. Experience leading teams in fast-paced, customer-facing environments. Strong organizational, communication, and problem-solving skills. Comfort using data and reporting tools (e.g., Google Sheets) to guide decisions. Ability to prioritize, adapt, and lead calmly under pressure. Flexibility to work varied schedules as business needs require. Willingness to travel as needed. Benefits PTO days 401k Medical, dental, and vision contribution plans Team lunches onsite Compensation range: $85,000 - $95,000 Offer amounts within our ranges are based on skills, experience, relevant education or training, and other job-related factors. At Sally, we believe in making thoughtful decisions around compensation to ensure the growth and development of our employees. We want you to grow with us as our company grows! #J-18808-Ljbffr Drive Sally