The posting
You are not just supporting the field. You are building the operating systems that keep Whistle running.
Position Summary
The Senior Manager, Operations & Maintenance Support leads the systems, processes, training, and field support that improve operating consistency, equipment readiness, and execution across Whistle Express. This hands-on leader works directly with operators, maintenance leaders, technicians, warehouses, platform owners, and vendors to diagnose gaps, build practical solutions, and strengthen the connection between field needs and enterprise support.
At this level, success is measured by whether priorities have clear ownership, solutions work in real operating conditions, platforms and processes are adopted, and improvements are sustained. The Senior Manager leads the support team while remaining directly involved in field visits, problem diagnosis, process design, Woven testing, maintenance training, Project Anchor, and implementation.
What You’ll Do
Hands-On Leadership & Field Support
- Lead Operations & Maintenance Support priorities, work allocation, project sequencing, team expectations, and performance management.
- Maintain visibility into active work, owners, decisions, risks, dependencies, next steps, and expected field impact.
- Work directly with the team to diagnose problems, build solutions, remove roadblocks, and complete priority deliverables.
- Spend time at sites, in markets, with maintenance teams, and in warehouses to observe work and validate solutions.
- Convert recurring field issues into clear standards, workflows, training, platform changes, reporting, or vendor actions.
- Partner with field leaders on improvement efforts and confirm conditions improve after support is provided.
Work Orders, Preventive Maintenance & Equipment Readiness
- Own the support model for work-order quality, prioritization, routing, assignment, approvals, documentation, status accuracy, evidence, and closure.
- Partner with Operations and Maintenance to reduce aged, duplicate, incomplete, incorrectly assigned, and unresolved work orders.
- Use work orders and downtime to identify recurring equipment issues, approval delays, parts constraints, vendor dependencies, training needs, and process gaps.
- Support preventive-maintenance schedules, assignments, completion requirements, exceptions, and escalation workflows.
- Ensure leaders can see open work, ownership, current status, next action, and operational risk.
Woven, Systems & Platform Optimization
- Lead business-side development of Woven for Operations and Maintenance, including structured enhancement intake, prioritization, requirements, testing, and adoption.
- Translate field needs into workflows, permissions, data fields, notifications, business rules, reporting, integrations, and acceptance criteria.
- Improve work orders, preventive maintenance, audits, assets, inventory, approvals, reporting, MTTR, Azuga integration, vehicle workflows, and mobile usability.
- Test changes in demo, sandbox, pilot, or limited-release environments using real field scenarios before enterprise deployment.
- Maintain an enhancement register showing what is planned, in progress, blocked, delivered, or not being pursued.
- Partner with IT, Finance, Procurement, Fleet, and vendors to improve integrations, data integrity, ownership, and sources of truth.
- Reduce reliance on spreadsheets, emails, calls, and texts by moving appropriate workflows and visibility into Woven.
Maintenance Training & Field Readiness
- Serve as the Operations & Maintenance Support subject-matter lead for maintenance training developed with Learning & Development.
- Define what technicians must know, demonstrate, perform independently, complete with support, and escalate.
- Use work orders, downtime, audits, recurring failures, equipment changes, and field observations to identify training priorities.
- Provide equipment examples, photos, manuals, scenarios, troubleshooting steps, and decision points for learning materials.
- Review courses, SOPs, job aids, checklists, assessments, and certification tools for technical accuracy and field usability.
- Participate in demonstrations, pilots, train-the-trainer sessions, coaching, and competency validation.
- Support practical standards for technician operating rhythms, tools, trucks, parts, safety, documentation, and escalation.
Project Anchor, Warehouses, Inventory & Assets
- Lead or support Project Anchor workstreams involving warehouse strategy, parts-and-supply locations, inventory visibility, asset collection, QR codes, replenishment, and field availability.
- Define how parts are identified, received, stored, issued, transferred, returned, replenished, counted, and connected to work performed.
- Help establish inventory ownership, approval levels, reorder points, cycle counts, adjustment controls, and shrink accountability.
- Define asset data and processes for equipment, vehicles, tools, and technology, including additions, transfers, replacements, and retirement.
- Connect assets to work orders, preventive maintenance, downtime, vendor service, parts usage, and replacement planning.
- Pilot and validate warehouse, inventory, QR-code, and asset processes before launch and maintain follow-up until adoption is stable.
Data, Rollouts & Cross-Functional Execution
- Develop exception-based reporting for work orders, downtime, preventive maintenance, audits, assets, inventory, and field compliance.
- Validate reports against source data and document metric definitions, ownership, and expected use.
- Lead the Operations & Maintenance Support workstream for platform launches, integrations, conversions, new processes, equipment changes, and pilots.
- Build implementation plans covering owners, milestones, testing, communications, training, site preparation, support, escalation, and post-launch follow-up.
- Coordinate hyper-care, distinguish defects from training or process issues, and keep owners accountable for resolution.
- Facilitate cross-functional decisions and manage vendor follow-through on functionality, implementation, testing, defects, enhancements, and service expectations.
- Provide concise leadership updates with progress, decisions, risks, field impact, and next steps.
Where You Lead, Shape & Escalate
- Lead: Operations & Maintenance Support team performance, work-order and preventive-maintenance support, Woven business requirements and testing, maintenance training input, Project Anchor workstreams, reporting, implementation planning, and post-launch follow-through.
- Shape: Field operating standards, equipment-readiness practices, warehouse and inventory processes, asset lifecycle management, platform roadmaps, technician capability, vendor workflows, and cross-functional rollout discipline.
- Escalate: Operational risks, unclear ownership, aging or unresolved work, readiness gaps, data-integrity issues, vendor performance concerns, platform limitations, resource constraints, and decisions that could affect safety, uptime, field execution, or the guest experience.
What We’re Looking For
Required
- 8+ years of progressive experience in operations, maintenance, facilities, warehouse, field support, platform administration, or a related function, including team or major-initiative leadership.
- Experience in multi-site operations with exposure to maintenance workflows, inventory, equipment, assets, vendors, or capital projects.
- Demonstrated ability to lead a support function while contributing directly to diagnosis, process design, platform testing, field enablement, and implementation.
- Experience improving a CMMS, operational platform, inventory system, work-order process, asset workflow, or related business system.
- Ability to translate field problems into requirements, workflows, controls, reporting, training input, and scalable solutions.
- Strong project management, facilitation, process-mapping, analytical, written, and verbal communication skills.
- Ability to travel to sites, markets, warehouses, and project locations to observe work and validate solutions.
Preferred
- Experience in car wash, automotive service, retail, hospitality, quick-service restaurant, or another equipment-intensive multi-unit environment.
- Experience supporting technician training, warehouse strategy, inventory controls, asset programs, equipment deployment, or capital projects.
- Experience with Woven, CMMS platforms, work-order workflows, audits, assets, telematics, fleet systems, or integrations.
- Working knowledge of requirements gathering, user acceptance testing, platform rollout, change management, and post-launch support.
How You Lead
- Stays close to the field: Builds credibility by observing the work, listening to operators and technicians, and validating solutions in real operating conditions.
- Turns complexity into execution: Converts recurring issues into clear standards, workflows, training, reporting, ownership, and follow-through.
- Leads with data and judgment: Uses work orders, downtime, preventive maintenance, audits, inventory, and field feedback to identify priorities and make practical decisions.
- Builds capability: Develops the support team, strengthens technician readiness, and creates tools that help leaders solve problems consistently.
- Drives adoption and sustainment: Tests before scaling, supports the field through change, and remains accountable until the new way of working is stable.
- Lives the CARE values: Brings Curiosity to root causes, Accountability to outcomes, Respect to partnerships, and Excellence to every solution.
What’s In It for You
This is an opportunity to build the operating infrastructure behind one of the country’s largest and fastest-moving car wash organizations. Your work will influence equipment uptime, technician capability, field visibility, parts availability, platform adoption, and how effectively Whistle turns recurring problems into scalable solutions.
The best support does more than respond to problems. It builds a stronger operation. If you are ready to stay close to the field, bring structure to complex work, and help Whistle scale with greater consistency and reliability, we want to hear from you
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Base Pay Range
$110,000.00 - $180,000.00
