Reports To: CEO
Direct Reports: Fleet Managers, Technicians, Cleaning Teams, Ops Staff
Role Type: Full Ownership of Operations
ROLE DEFINITION
This is an execution role, not a coordination role.
You are responsible for:
Every task being assigned- Every system being accurate
- Every issue being resolved
Every team member being accountable
-
If operations fail, you own it.
WHAT YOU ARE ACCOUNTABLE FOR
You are the single owner of:
Daily Operations Across All Markets- Task Assignment & Completion
- System Accuracy (Fleetio, Auto Integrate, Shopmonkey, Trackers)
- Team Performance & Accountability
- Client Communication & Issue Resolution
- Operational Visibility to CEO
There are no shared owners in operations.
NON-NEGOTIABLE STANDARDS
These are enforced daily:
No unassigned tasks- No missed follow-ups
- No outdated trackers
- No delayed approvals without escalation
- No communication gaps
No “I didn’t know”
-
Failure in any of the above = performance issue
(Directly aligned with SOP)
DAILY EXECUTION (MANDATORY)
Start of Day (First 60–90 Minutes)
You must:
Review all active markets and jobs- Identify:
- Priority issues
- Down vans
- Delays
- Confirm every task has an owner
Task Control (All Day)
You must ensure:
Every new issue is assigned immediately- Every task is logged in system
Every overdue task is followed up on
-
If something is late you escalate immediately
System Control (Real-Time)
You are responsible for 100% accuracy in:
Fleetio- Auto Integrate
Shopmonkey
-
You must:
Clear approvals quickly- Prevent bottlenecks
Ensure all data is current
-
If a system is wrong operations are wrong
Communication (Real-Time)
You must:
Respond to all clients and GOMs same day- Provide:
- Status
- Timeline
Resolution plan
-
No delayed responses
No vague answers
Team Control
You must:
Check in with team daily- Remove blockers
Address performance issues immediately
-
If a team member underperforms you address it that day
End of Day
You must:
Confirm all priority items were handled- Identify carry-over tasks
Ensure no issue is uncommunicated
-
WEEKLY EXECUTION
You are responsible for:
1. Operational Review
Identify bottlenecks- Identify repeat issues
Implement fixes
-
2. System Audit
Full audit of:
- Fleetio
- Auto Integrate
- Shopmonkey
- Trackers
-
3. Leadership Reporting
You must present:
Wins- Issues
- Risks
Action plan
-
No fluff. Only facts + solutions.
4. Team Performance
Identify underperformance- Coach or correct immediately
Reinforce standards
-
DECISION AUTHORITY
YOU DECIDE (No Approval Needed)
Task assignments- Scheduling
- Issue resolution
- Day-to-day operations
Team accountability
-
YOU ALIGN WITH CEO
Hiring/firing- Process changes across markets
Budget adjustments
-
YOU ESCALATE IMMEDIATELY
Client risk- Safety issues
- Large financial impact
Anything affecting multiple markets
-
(Aligned with escalation structure)
HOW YOU ARE MEASURED (KPIs)
You will be evaluated weekly on:
Task completion speed- Fleet uptime
- System accuracy
- Response time
- Missed follow-ups (should be zero)
- Team performance
Client satisfaction
-
WHAT SUCCESS LOOKS LIKE
CEO does NOT have to chase updates- No task falls through the cracks
- All systems reflect real-time operations
- Teams execute without confusion
Clients trust operations without escalation
-
WHAT FAILURE LOOKS LIKE
Missed tasks- Delayed approvals
- Inaccurate systems
- Poor communication
- Repeated issues
CEO needing to step into operations
-
REQUIRED MINDSET
You own outcomes, not tasks- You act fast, not perfect
- You solve problems before they escalate
You lead with structure and discipline
-
BOTTOM LINE
You are responsible for making sure:
Nothing is missed
Nothing is delayed
Nothing is unclear
Operations should run:
CEO NOTE
This role exists so the CEO can focus on:
Growth- Partnerships
Expansion
-
If the CEO has to step into operations,
you are not doing your job.
Flexible work from home options available.
