Director of Operations
What It's Like to Lead at MOJO
As a MOJO Director of Operations, you’re the steady hand behind a full region of sites — the culture carrier, the coach, and the leader who drives operational excellence through people. You support, develop, and empower your General Managers and TCDs to run clean, safe, profitable locations… and to become the next generation of strong leaders for MOJO.
You set the tone for performance across your territory. You celebrate wins, elevate standards, and keep teams connected to our mission:
- to spark joy and pride in every ride through world-class service, safety, and team culture.
You guide regional execution through tools like MoFlow, Value Visits, Ops360, Player Scorecards, labor frameworks, the Operations Guide, and Walk for Excellence. You partner closely with L&D, Maintenance, Marketing, Finance, and HR to ensure your region runs consistently and scales effectively.
At MOJO, DOs lead with ownership — but never alone. You have strong partners, clear systems, continued development through Spark Plug and Spark Summit, and a cross-functional team ready to support you. Whether you’re coaching a GM through a staffing challenge, helping during a shutdown, running a Charge Back reset, or supporting a TCD event, you are the leader who brings clarity, energy, and accountability to the region.
A Day in the Life (Snapshot)
- Start with the big picture
Review daily performance trends — volume, labor %, uptime, membership growth, guest scores, staffing, safety issues. Connect with GMs as they walk you through their MoFlow plan to understand where support is needed.
- Lead through your leaders
Visit sites to walk the lot, tunnel, chemical room, pit, and vacuums with your GM. Coach on safety, guest experience, speed of service, WOW behaviors, cleanliness, team energy, and execution of the Playbook.
- Use Ops360 data and scorecards to guide coaching, not gut feel alone.
- Support the tough moments
Whether it’s a rush, equipment failure, team conflict, or guest escalation, you bring calm and clarity. You may assist Maintenance in diagnosing an issue, help perform a basic reset or swap, coordinate communication, or support a shutdown recovery. You ensure the site gets safely back online and the team stays focused.
- Build for tomorrow
Partner with L&D on Spark Plug and Spark Summit readiness. Strengthen upcoming leaders through coaching, Value Visits, and development plans. Prepare your region for NTO rollouts, upcoming audits, and system launches. Reinforce consistency in processes, tools, safety, and leadership behaviors.
- Stay visible and connected
You spend the majority of your time in the field, coaching, developing, engaging, and helping teams win. Your presence builds trust, accountability, and momentum across your region.
What You’ll Own
- Regional Operations & Guest Experience
- People, Leadership & TCD Development
- Sales, Memberships & Growth
- Financial & Charge Back Performance
- Maintenance, Safety & Uptime
- Facilities, Appearance & Audit Readiness
- Community Engagement & Local Marketing
- Technology & Systems Integration
- Communication & Daily Alignment
- Cross-Functional Execution
Key Metrics (You Win When These Move)
- Membership growth and retention
- Labor % and uptime stability
- Guest satisfaction and review quality
- Paid Retail Traffic
- Charge Back reduction
- Leadership bench strength & internal promotions
- Maintenance compliance and reduced incidents/downtime
- Team Member retention
- Lead with calm, confidence, and clarity — even on tough days.
- Build strong relationships and trust with your GMs and frontline teams.
- Enjoy getting in the tunnel, walking the site, and seeing what’s really happening.
- Use KPIs and trends to guide coaching, not to surprise people.
- Are comfortable supporting mechanical issues when needed — not as a technician, but as a leader who knows how to help a site recover quickly.
- Love turning good teams into great ones.