About Shoo Lab
Shoo Lab is trusted care service for shoes, bags, leather goods, and accessories.
With multiple outlets and a growing central hub, we’re 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 & Crafts 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.
You’ll 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 Lab’s craft standards.
Key Responsibilities
- Operations Leadership
- Oversee daily operations across outlets and central hub.
- Track and improve P&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 & Quality
- Learn and master Shoo Lab’s 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 & 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 15–20%.
- 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
- 5–10 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.