Director of Branch Operations

Position Overview

The Director of Branch Operations is a critical leadership role responsible for driving operational excellence, team performance, and service consistency across Centex Auto Title’s multi-location footprint. This role provides leadership to Branch Managers, ensures operational excellence, and partners with the COO to develop and implement company-wide playbooks, Standard Operating Procedures (SOPs), and strategic initiatives. The Regional Manager serves as a bridge between the corporate office and branch teams, ensuring alignment with organizational goals and standards. The ideal candidate brings strong multi-location retail or automotive operational experience and thrives in a high-growth, service-driven environment.

Responsibilities

Lead, mentor, and support Branch Managers across the region to achieve operational, financial, and customer service goals.

Partner with the COO to develop, refine, and implement operational playbooks, SOPs, and best practices across all branches.

Own revenue performance across branches by supporting B2B growth initiatives (dealer, fleet, and enterprise partnerships), ensuring successful onboarding and retention, and working with Marketing and Branch Leadership to execute strategies that increase retail traffic and branch-level profitability.

Monitor branch performance metrics, identify trends, and implement action plans to improve efficiency, profitability, and service quality.

Ensure each location meets or exceeds performance expectations while accounting for differences in customer demographics, retail vs. dealer mix, and regional needs.

Establish a culture of operational discipline, customer-first service, and continuous improvement.

Develop Branch Managers through coaching, training, and regular performance reviews.

Collaborate with the Director of Regulatory Compliance to implement competency-building programs to expand employee knowledge of Title & Registration (T&R), TxDMV rules, and internal best practices.

Ensure staffing levels, schedules, and workflows maximize coverage and branch throughput.

Collaborate with HR and other departments to support recruitment, training, employee engagement, and retention strategies within the region.

Collaborate with the Technology Operations Manager and corporate team to roll out new systems, tools, and process improvements.

Ensure compliance with company policies, procedures, and regulatory requirements.

Facilitate communication between branches and corporate leadership, addressing issues, sharing insights, and promoting consistent messaging.

Conduct periodic site visits to branches to ensure standards are maintained and provide on-the-ground coaching and support.

Maintain regular, reliable attendance and punctuality. Being present and on time for scheduled shifts is an essential function of this role to support team operations and customer service.

Qualifications:

Bachelor’s degree in Business Administration, Management, or related field (preferred).

5–10 years of leadership experience in multi-location retail, automotive retail/operations, or DMV-adjacent services (preferred but not required)

Proven ability to lead managers and develop high-performing teams.

Demonstrated experience building and implementing SOPs.

Strong operational mindset with the ability to analyze data and refine processes.

Excellent communication, coaching, and interpersonal skills.

Ability to travel within the region as needed (40-50% travel).

Key Competencies:

Operational Rigor: Sets high standards, builds systems, and drives consistency.

Servant Leadership: Supports and elevates Branch Managers; leads with empathy and accountability.

Change Management: Successfully implements new systems, tools, and workflows across multiple branches.

Problem Solver: Navigates regional nuances and escalations with professionalism and clarity.

Cross-Functional Collaborator: Works seamlessly with HR, Tech Ops, Corporate, and Business Development.