Key Holder

Role Clarity

This is a working lead role — you are on the floor alongside the team.
No direct reports and no formal performance or accountability conversations.
You influence performance through coaching, example, and site presence.
You partner with the ASM and SM for escalations — you don't go it alone.

What You'll Own

• Own the day, start to finish — Open and close the site with precision — secure, prepped, and ready to deliver a strong shift every time.
• Lead from the front — Set the standard for cleanliness, safety, and performance — your presence drives the energy of the entire site.
• Hold the site independently — When management isn't present, you make the calls, solve the problems, and keep the operation running.
• Support team members with real-time direction — redirect, encourage, and reinforce the standard without creating conflict.
• Deliver standout experiences — Handle customer questions or concerns quickly, professionally, and with genuine care.
• Communicate with clarity — Keep customers and team members informed, especially during downtime or service interruptions.
• Grow every day — Learn from your leaders and build the skills to take the next step in your career.

Ecw Competencies

• Customer-Centric Approach: Demonstrates positive customer interactions, listens actively, and follows service standards to create a great customer experience.
• Problem-Solving: Addresses routine challenges, makes sound day-to-day decisions, and asks for help when needed.
• Team Collaboration: Works well with teammates, communicates openly, and contributes to a supportive team environment.
• Drives Results: Completes tasks reliably, stays focused on priorities, and takes responsibility for individual performance — tasks are done fully and correctly.
• Safety & Compliance: Follows safety procedures, uses equipment correctly, and speaks up about hazards.
• Job Knowledge & Technical Proficiency: Understands job responsibilities, products, and tools needed to perform work accurately.

Qualifications

• Reliable attendance without exception — your dependability is what makes this role work.
• Trustworthy — team and management count on you completely.
• Comfortable opening and closing and managing the site independently in all conditions.
• Customer-first mindset even when things get difficult or the team is short-staffed.
• Growth-oriented — you want to lead more, not just hold the keys.
• Prior shift lead, keyholder, or informal supervisory experience is a plus.