Head of Operations and Craftsmanship
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About Shoo Lab
Shoo Lab is trusted care service for shoes bags leather goods and accessories. With multiple outlets and a growing central hub were scaling towards regional expansion and high-end restoration services. Our vision is to create a franchisable tech-enabled brand that delivers top-tier cleaning and repair services with consistency creativity and trust.
We are now seeking a Head of Operations and amp; Craftsmanship to oversee outlet performance develop high-quality service SOPs and lead our move into leather restoration and premium services.
Role Overview
This is a hybrid leadership role. Youll manage outlet operations like a General Manager while also being hands-on in technical training quality control and innovation in cleaning/restoration. You are not only responsible for numbers but also for elevating Shoo Labs craft standards.
Key Responsibilities
- Operations Leadership
- Oversee daily operations across outlets and central hub.
- Track and improve P and amp;L margins outlet performance and staff incentives.
- Ensure consistent application of SOPs for intake cleaning QC and customer service.
- Optimize logistics (pickup/delivery hub-to-outlet transfers).
- Work closely with HQ Admin on staffing scheduling and compliance.
- Craftsmanship and amp; Quality
- Learn and master Shoo Labs cleaning restoration and customization processes.
- Develop and standardize training modules for cleaners and outlet staff.
- Conduct QC checks ensuring customer satisfaction and minimizing reworks.
- Introduce new techniques products and tools (e.g. leather dyeing piping midsole restoration).
- Build a Shoo Lab Craft Certification program for staff.
- Growth and amp; Partnerships
- Work with marketing to support promotions and storytelling.
- Support commercial partnerships (schools gyms hotels corporates) with tailored packages.
- Identify new revenue streams (e.g. premium spa Reborn line retail product sales).
- Team Development
- Lead and inspire outlet staff to take ownership (outlet partners mindset).
- Mentor cleaners into becoming multi-skilled (service sales craft).
- Drive incentive program fairness ensuring motivation across outlets.
- Report directly to the Founder with autonomy to make operational decisions.
KPIs (First 12 Months)
- Improve outlet profitability by 1520%.
- Achieve 90% QC pass rate on first cleaning/restoration.
- Reduce turnaround time per item by 20% without quality loss.
- Train and certify at least 5 staff in advanced restoration techniques.
- Secure at least 3 new commercial contracts (schools gyms corporates).
- Maintain 80% customer retention rate (recurring clients).
Qualifications
- 510 years experience in operations retail management or service industry (e.g. laundry/dry-cleaning fashion care hospitality or franchise operations).
- Strong interest/experience in leather care restoration or crafts (formal training a plus but passion and willingness to learn required).
- Strong leadership skills with proven experience managing teams.
- Entrepreneurial mindset - thrives in building systems not just following them.
- Hands-on detail-oriented with a high bar for quality and customer service.
Company Industry
IT Services and IT Consulting
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
