The posting
Location: Charlotte, NC
Department: LaundroLab – 901 E Arrowood Rd
Reports To: Director of Corporate Stores
Employment Type: Full-time, salaried
Compensation: $60,000 per year, plus performance bonuses ($70K - $80K OTE)
Position Summary
Our Charlotte stores are run by two Managers who hold the same standard: an AM Manager and a PM Manager. Each Manager fully owns the store during their shift, including customers, team members, production, logistics, and problems, and sees issues through to resolution. In addition, each Manager owns one specialty area of the business across both shifts: equipment, facility, and fleet maintenance, or hiring, training, and team development.
Your success will be measured by your ability to increase store profits, drive 5-star customer reviews, and keep the facilities in strong working order.
Your success will be determined by your ability to hire well, schedule the appropriate number of hours, and coach and motivate the team.
Essential Duties and Responsibilities
Shift Ownership & Operating Rhythm
- Own everything that happens on your shift, including customer escalations, staffing gaps, and workflow, until you resolve each or hand it off.
- Lead the daily & weekly huddle covering sales, operations, marketing, and facility priorities.
- Complete a documented shift handoff with your counterpart during the midday overlap.
- Follow all cash handling, opening, and closing procedures.
People & Performance Management
- Build schedules across self-serve, processing, and logistics, and resolve callouts so every shift is covered with the appropriate number of hours to achieve productivity targets..
- Manage performance on reliability and results using weekly tracking of sales, cleanliness, pounds per hour, and the driver scorecard.
- Conduct maintenance, cleaning, and quality audits using the company rubric, follow up on every miss, and ensure compliance with SOPs and company policies.
- Coach in the moment, conduct performance reviews, and complete corrective action when necessary.
Self-Serve Sales & Customer Service
- Drive walk-in revenue through wash & fold enrollments, up-sells, and consistent use of sales and hospitality scripts.
- Resolve escalated customer issues and support Lead Attendants on customer service.
Wash & Fold / 2U Processing
- Manage wash-dry fold processing, identifying and correcting bottlenecks in real time.
- Increase pounds per hour by staffing to the pounds forecast and holding the team to production standards.
- Own quality control and resolve order exceptions across processing and logistics.
Logistics & Fleet
- Build delivery routes that meet service promises, maintain consistent TPH, and maximize van utilization.
- Manage dry cleaner vendors and coach drivers to the driver scorecard.
Quality & Audits
- Conduct maintenance, cleaning, and quality audits using the company rubric, follow up on every miss, and ensure compliance with SOPs and company policies.
Specialty Ownership: Maintenance & Facility
The AM Manager owns the following across both shifts:
- Build and run a preventive maintenance schedule for all washers, dryers, and processing equipment.
- Troubleshoot equipment, make first-line repairs, and manage outside technicians and vendors.
- Maintain a log of down machines, repairs, and costs, and manage parts inventory.
- Own facility upkeep (plumbing, HVAC, lighting, exterior) and fleet vehicle maintenance.
Specialty Ownership: Hiring & Training
The PM Manager owns the following across both shifts:
- Identify hiring needs; source, interview, and hire team members; and coordinate onboarding and new hire paperwork.
- Coordinate training across all business lines, assigning Leads to deliver it and following through so it sticks.
- Track training and cross-training completion, and maintain a bench of trained team members to cover callouts.
Key Results
- EBITDA: Drive the store’s EBITDA through:Self-service revenue growth Van utilization Pounds per hour
- 5-Star Reviews: Consistent, high-quality customer experiences.
- Maintenance Spend: Controlled through preventive maintenance and vendor management.
- Machine Uptime: Equipment running and available to customers.
- Also tracked: wash & fold pounds, tasks per hour, driver scorecard, audit scores, shift coverage, time to fill, 90-day retention, and training completion.
Qualifications
- 2+ years managing frontline teams in a fast-paced environment such as retail or hospitality.
- Strong communicator with customers, team members, vendors, and leadership.
- Experience recruiting, interviewing, and onboarding hourly teams.
- Available Monday – Friday, with flexibility for additional hours and weekends.
- Proficiency in both English and Spanish
Keys to Success
- Forecasting & Scheduling: Builds pounds forecasts and schedules labor to match demand.
- Coaching & Feedback: Gives clear, direct, frequent feedback and coaches in the moment.
Traits We’re Looking For
- Data- and Measurement-Oriented: Makes decisions based on the numbers.
- Organized: Keeps schedules, logs, and follow-ups in order.
- Outgoing: Energized by customers and team members; leads from the floor.
- High Sense of Urgency: Acts quickly and keeps the team moving at peak times.
