Tommy's Express Car Wash - Shift Leader

Position Overview-

The Shift Leader is a key member of the Tommy’s Express leadership team responsible for creating an exceptional experience for our guests while helping lead the team during assigned shifts.

The Shift Leader leads from the front working alongside team members, engaging with guests, maintaining site standards, driving membership sales, and ensuring the wash operates safely and efficiently.

When a Site Leader or Assistant Site Leader is not present, the Shift Leader is responsible for taking ownership of the shift and ensuring the team delivers the level of service, cleanliness, safety, and wash quality our guests expect from Tommy’s Express.

The ideal Shift Leader is dependable, energetic, organized, guest-focused, and comfortable providing direction and holding team members accountable.

Key Responsibilities-

Shift Leadership

• Lead by example and set the pace and expectations for the team during each shift.
• Serve as the leader on duty when the Site Leader or Assistant Site Leader is not present.
• Ensure team members are properly positioned and understand their responsibilities throughout the shift.
• Keep team members engaged, productive, and focused on providing an outstanding guest experience.
• Provide real-time coaching and feedback to team members.
• Help train new team members on guest service, sales, safety, cleaning, and operational procedures.
• Reinforce company policies, procedures, and Tommy’s Express standards.
• Address performance or behavioral concerns during the shift and communicate significant issues to the Assistant Site Leader or Site Leader.
• Communicate important information between shifts and with the management team.

Guest Experience

• Provide quick, friendly, and professional service to every guest.
• Lead by example by actively engaging with guests throughout the site.
• Ensure team members consistently use proper guest dialogue and provide a welcoming experience.
• Build relationships with members and regular guests.
• Be the first point of contact for guest concerns or wash-quality issues during the shift.
• Resolve guest concerns quickly and professionally whenever possible.
• Escalate significant guest issues to the Assistant Site Leader or Site Leader when appropriate.
• Monitor the guest experience from arrival through departure and immediately address problems that could negatively impact the experience.
• Ensure guests leave with a positive impression of Tommy’s Express.

Membership Sales & Retention

• Actively promote Tommy’s Express Unlimited Memberships.
• Help team members confidently communicate the value and benefits of membership.
• Lead by example in membership conversations and sales.
• Help the team achieve daily membership and sales goals.
• Encourage a sales-focused culture without creating a high-pressure guest experience.
• Build relationships with existing members and help reinforce the value of their membership.
• Identify opportunities to improve membership sales and communicate them to management.

Site Operations

• Oversee the execution of daily operations during assigned shifts.
• Complete opening and/or closing responsibilities when scheduled.
• Ensure operational checklists are completed accurately and on time.
• Maintain awareness of site traffic and adjust team positioning as needed.
• Monitor tunnel operation and wash quality throughout the shift.
• Ensure the wash, pay lanes, vacuum area, mat washers, grounds, and guest areas remain clean and ready for guests.
• Maintain appropriate levels of detergents, chemicals, towels, and operating supplies.
• Assist with inventory counts and communicate supply needs to management.
• Complete required logs, reports, and shift documentation.
• Communicate breakdowns, operational concerns, guest issues, staffing concerns, and other important information to the Assistant Site Leader and Site Leader.

Team Development

• Help create a positive, energetic, and accountable work environment.
• Support the training and development of team members.
• Coach team members on guest interaction, membership sales, safety, cleaning, and operational standards.
• Recognize team members who demonstrate strong performance and leadership.
• Encourage teamwork and help create an environment where employees enjoy coming to work.
• Help identify team members who may have the potential to become future Shift Leaders or managers.
• Treat all team members professionally and respectfully.

Equipment & Maintenance

• Develop a working knowledge of Tommy’s Express wash equipment and systems.
• Perform daily equipment inspections and basic preventative maintenance as trained.
• Identify equipment problems quickly and communicate them to management.
• Assist with basic troubleshooting and adjustments when trained and qualified.
• Maintain required maintenance logs and checklists.
• Monitor chemical and detergent levels and refill as needed.
• Immediately communicate equipment breakdowns or safety concerns to the Assistant Site Leader or Site Leader.
• Help minimize equipment downtime by identifying potential problems early.

Cleanliness & Site Standards

• Maintain a clean, organized, and professional site throughout the shift.
• Ensure cleaning checklists are completed consistently and correctly.
• Inspect the tunnel, vacuum area, pay lanes, office, equipment room, and grounds throughout the shift.
• Ensure towels, mat washers, vacuums, trash areas, and other guest amenities are maintained to Tommy’s Express standards.
• Take ownership of site appearance rather than waiting to be asked to address an issue.
• Ensure team members understand that maintaining a clean site is everyone’s responsibility.

Safety

• Maintain a safe environment for guests and team members at all times.
• Ensure team members consistently follow safety procedures.
• Immediately address unsafe conditions or behaviors.
• Respond appropriately to emergencies and notify management when necessary.
• Ensure proper procedures are followed when loading vehicles and operating wash equipment.
• Help maintain compliance with company policies and applicable safety requirements.

Qualifications-

The ideal Shift Leader will:

• Demonstrate strong leadership potential and a willingness to lead by example.
• Have a positive, energetic, and guest-focused attitude.
• Be dependable and consistently arrive prepared and on time.
• Have strong communication and interpersonal skills.
• Be comfortable providing direction and feedback to other team members.
• Have strong organizational and time-management skills.
• Be able to prioritize multiple responsibilities during a busy shift.
• Be detail-oriented and follow through on assigned responsibilities.
• Be comfortable interacting with guests and resolving concerns.
• Be comfortable promoting and selling Tommy’s Express memberships.
• Be self-motivated and able to recognize what needs to be done without always being directed.
• Be willing to learn the operational and mechanical aspects of an express car wash.
• Be comfortable working in a fast-paced indoor/outdoor environment.
• Be able to perform the physical responsibilities associated with maintaining and operating the site.
• Be available to work a flexible schedule, including mornings, evenings, weekends, and holidays as business needs require.

Previous leadership or car wash experience is helpful but not required. We are looking for individuals who demonstrate reliability, leadership potential, strong communication skills, a great attitude, and a desire to grow within the organization.

What Success Looks Like-

A successful Shift Leader:

• Runs an organized and efficient shift.
• Creates an outstanding experience for every guest.
• Leads by example rather than simply directing others.
• Keeps team members engaged, productive, and accountable.
• Helps the team achieve membership and sales goals.
• Maintains excellent wash quality.
• Keeps the site exceptionally clean and organized.
• Completes checklists, logs, and assigned responsibilities consistently.
• Identifies and communicates operational or equipment problems quickly.
• Resolves guest concerns professionally.
• Maintains a safe work environment.
• Communicates effectively with the Assistant Site Leader and Site Leader.
• Demonstrates the potential and desire to take on additional leadership responsibility.

Leadership Expectations-

Being a Shift Leader means taking ownership of your shift.

A Shift Leader should not walk past a problem, wait for someone else to address an issue, or assume that a responsibility belongs to someone else. If something needs attention—whether it is a guest concern, a team member who needs coaching, a dirty vacuum area, an equipment issue, or an opportunity to sell a membership—the Shift Leader takes action.

Our Shift Leaders are expected to lead from the front by working alongside the team, engaging with guests, maintaining high standards, staying organized, and creating the energy and accountability necessary to run a great shift.

The Shift Leader position should also serve as a development opportunity for team members who want to grow into an Assistant Site Leader and eventually a Site Leader position.

Tommy’s Express Car Wash combines the innovation, systems, and resources of a leading national car wash brand with the culture and personal connection of a locally owned business.
Our Hickory location is locally owned and operated, which means the people who work here aren’t just part of a large company—they’re part of a local team where their contributions are noticed and their growth matters.
Tommy’s Express is built around delivering an exceptional guest experience through industry-leading technology, a clean and modern facility, and a fast, convenient wash experience. But what truly sets us apart is our people.
We are building a team of energetic, dependable, and motivated individuals who enjoy working with people and want an opportunity to grow. We believe in developing leaders from within, recognizing strong performance, and giving team members real responsibility as they advance.
Whether you’re starting your first job or looking to build a career in leadership and operations, Tommy’s Express offers an environment where you can develop valuable skills in customer service, sales, teamwork, and leadership.
National brand. Locally owned. Built around great people.