Director of Operations (Silver Spring)

Director of OperationsMulti-Unit Service Platform | Franchise Readiness | Mid-Atlantic RegionConfidential Search • Washington D.C. Metro Area • $110,000–$125,000 Base + Performance BonusOverviewA growth-stage, multi-location service business in the consumer services sector is seeking a Director of Operations to lead day-to-day execution and build the infrastructure for disciplined, scalable expansion.The organization operates physical locations delivering high-touch, repeat-use services to a deeply loyal customer base — think membership-driven revenue, daily recurring visits, and strong customer lifetime value. The next phase of growth requires strengthening operational consistency, improving unit-level performance, and preparing the platform for franchise expansion.This role is ideal for an operator who has thrived in businesses where the brand promise is tightly tied to the customer experience — and where holding that standard across people, schedules, and physical space is the real operating challenge. The role combines hands-on execution with systems thinking — someone who has led operations in environments like:Multi-Unit Retail/ Service Franchise BusinessesFitness, wellness, or personal care studios (multi-unit)Specialty retail or experiential service conceptsMembership-based or subscription service businessesChild care, enrichment, or activity-based service centersHome services or field-based service operations with recurring clienteleIf you've built structure inside a scrappy, founder-led business and helped it grow, this role is for you.Core ResponsibilitiesOperational Leadership• Oversee multi-location operations with full accountability for performance, consistency, and customer experience• Establish clear operating rhythms, reporting structures, and accountability frameworks across locations• Drive improvements in scheduling, capacity utilization, and labor efficiencySystems & SOP Development• Build and implement standardized operating procedures across all functional areas• Ensure SOPs are practical, enforceable, and adopted at the field level• Introduce tools and systems that improve visibility, compliance, and execution disciplineUnit Economics & Performance• Monitor and improve key performance indicators at the unit level (revenue, margins, labor, utilization)• Identify operational inefficiencies and implement corrective actions• Partner with leadership to refine pricing, service mix, and cost structureFranchise Readiness• Develop the operational infrastructure required to support franchise expansion• Contribute to the creation of training systems, operational manuals, and field support models• Ensure that the business is replicable, consistent, and scalable across marketsTeam Leadership• Lead, coach, and develop location-level and regional managers• Establish a performance-driven culture with clear expectations and accountability• Participate in hiring, onboarding, and ongoing development of key personnelIdeal Candidate Profile• 8–15+ years of operational leadership experience in multi-unit, service-based businesses• Background in industries such as consumer services, wellness, fitness, specialty retail, childcare, home services, or similar high-touch recurring-service environments• Experience in restaurant or food service operations is not a fit for this role; candidates from adjacent service sectors are strongly preferred• Demonstrated success building and implementing scalable operating systems in a founder-led or growth-stage company• Strong understanding of unit-level economics and performance management• Experience preparing a business for franchise expansion or scaling a concept across multiple locations is highly preferred• Comfortable operating both strategically and tactically — this is a hands-on leadership role• Proven ability to drive accountability and execution across dispersed teamsKey Attributes• Systems-oriented with a bias toward structure and clarity• Strong operator who values disciplined execution over theory• Ability to simplify complexity and implement practical, field-ready solutions• High ownership mentality with a focus on measurable results• Effective communicator with leadership presence and the ability to influence without authorityCompensation & StructureBase Salary: $110,000 – $125,000Performance Incentive: Up to 75% of base, tied to defined operational and growth milestonesThis is a full-time, on-site role based in the Washington D.C. Metro area.Search ProcessThis is a confidential search. The company name, brand, and specific location details will be shared with qualified candidates as they progress through the process.The organization has established a strong foundation with a differentiated service model and a loyal, repeat customer base. The focus now is on building the operational infrastructure required for the next phase of growth — including disciplined expansion and potential franchising.The Director of Operations will play a central role in translating that vision into a scalable, repeatable operating platform.To express interest or refer a qualified candidate, please respond to this posting with a resume and brief note on relevant background.