Position Summary

The Location Manager (LM) is the day-to-day culture bearer and operational leader of a single Silver Lake store. As a full-time, in-location presence, the LM is accountable for delivering exceptional customer experiences, developing every team member, and ensuring consistent execution of Silver Lake’s standards and systems.

This role requires a high degree of emotional intelligence, operational fluency, and the ability to develop both people and processes. The LM leads from the floor—coaching in real time, resolving breakdowns, and driving a values-aligned, people-first environment where guests feel valued and team members grow.

Perks:

• $80-$130K - compensation is never an issue for the right candidate.
• Monday-Friday workweek
• Generous benefits package - including health, vision, dental insurances (individual and family plans) that start day 1
• 401k with generous matching
• Employee Appreciation and Recognition Events
• Paid Holidays
• Paid Trainings
• Company provided uniforms
• Award winning workplace culture

Primary Responsibilities

Customer Experience Leadership

• Set and protect the standard for hospitality, guest communication, and issue resolution.
• Model exceptional guest service in tone, presence, and responsiveness.
• Coach the team daily on behaviors, attitudes, and decisions that drive customer loyalty.

People Development

• Provide coaching and support to all team members, not just formal leaders.
• Conduct compensation reviews and actively guide team members in understanding how to earn increases, set goals, and meet expectations for career growth.
• Lead and participate in all hiring, onboarding, and, when necessary, separation decisions, partnering with HR and Territory leadership as appropriate.
• Facilitate structured development plans, on-the-job training, and cross-training opportunities
• Collaborate with the Training Team to identify learning needs and implement in-store growth initiatives.

Operational Execution

• Ensure execution aligns with KPIs, company SOPs, and workflow standards.
• Proactively identify and eliminate workflow bottlenecks to maximize throughput and quality.
• Use SOPs as live coaching tools—reinforcing their purpose and ensuring buy-in from the team.

SOP Coaching & Accountability

• Coach the team daily on behaviors, attitudes, and decisions that drive customer loyalty.
• Maintain strong working knowledge of all Silver Lake SOPs and ensure visible adherence.
• Integrate SOP reviews into coaching conversations, morning huddles, and team feedback.
• Drive consistency across all service and workflow processes to safeguard the customer experience.

Culture Stewardship

• Champion Silver Lake’s values through decisions, dialogue, and daily presence.
• Foster an emotionally safe and high-performing environment.
• Celebrate wins, correct misalignments, and coach with humility and clarity.

Key Deliverables & Success Measures

• Customer Satisfaction: High NPS/CSI scores, low guest escalations, and consistent positive feedback.
• Team Development: Evidence of growth and internal readiness for advancement. 
• Effective execution of hiring, onboarding, and separation processes, with clear communication and alignment to Silver Lake’s standards and values.
• Compensation reviews are conducted timely and transparently, with clear pathways communicated for earning increases and advancement.
• Operational Excellence: KPI targets consistently met through well-executed SOPs and team ownership.
• Workflow Management: Shop flow is efficient, predictable, and aligned with communication timelines.
• Cultural Health: Culture ID scores reflect trust, alignment, and engagement across the team.

Training & Development Focus

• Lead in-store workshops, learning huddles, and performance dialogues. 
• Partner with HR and Training to bring structured training to every team member, regardless of role. 
• Identify rising talent and support advancement pathways across roles.

What Success Looks Like

Your store runs with rhythm, focus, and hospitality. Guests consistently describe their experience as professional and personal. Team members feel seen, supported, and stretched. You coach in the moment, train toward the future, and lead with a steady presence that elevates everyone around you. SOPs aren’t paperwork—they’re part of your leadership language.

You make hiring decisions thoughtfully and onboard new team members with clarity and care. You handle tough conversations and separations with professionalism and humanity. Team members know exactly what it takes to grow their compensation and career under your leadership.

Core Values in Action

Family: Build authentic, supportive relationships with team and guests.

Integrity: Lead with transparency, courage, and consistency.

Hospitality: Create experiences of care, responsiveness, and professionalism.

Growth: Develop your people and yourself—every day.

Professionalism: Set the tone for energy, focus, and presentation.

Initiative: See the gap. Step in. Own the result.

Preferred Qualifications

• 3–5 years in automotive or service operations, with in-store team leadership.
• Strong understanding of KPIs, customer experience metrics, and service workflow.
• Demonstrated success in developing people at all levels.
• High emotional intelligence and commitment to values-driven leadership.
• Skilled communicator and coach, with a bias toward action and empowerment.