Regional Service Leader - UniFirst

Regional Service Leader

Role Purpose

The Regional Service Leader is an operations and capability-building leader responsible for elevating service execution, leadership effectiveness, and customer experience across a multi-location region. This role partners closely with the Regional Vice President and regional leadership team to translate UniFirst’s strategy into disciplined execution, scalable processes, and measurable performance improvement.

This leader acts as a force multiplier for the region—help the DDOs to strengthening the leadership bench in service driving standardization, embedding performance management, and accelerating operational excellence through data, coaching, and rigorous follow-through.

Key Accountabilities

Strategy & Regional Performance

• Serve as a strategic partner to the Regional Vice President to drive service performance, customer experience, and operational excellence across the region.
• Translate corporate strategy into regional execution priorities, operating rhythms, and measurable action plans.
• Own the regional service performance narrative: identify trends, diagnose gaps, and lead cross-location improvement plans.
• Lead regional service performance reviews and business cadences to ensure sustained results.
• Partner closely with DDOs to build strong, high-performing service teams by strengthening frontline leadership, clarifying expectations, and developing bench strength across locations.

Operational Excellence & Process Discipline

• Drive standardization, adoption, and continuous improvement of service processes across all locations.
• Lead on-site and virtual coaching engagements to assess execution quality, process compliance, and leadership effectiveness.
• Ensure service operations are managed through metrics, routines, and visual management.
• Own critical service KPIs and lead corrective actions when performance deviates.
• Ensure consistent, high-quality customer experience and rapid issue resolution across the region.

Customer & Market Impact

• Strengthen the region’s customer experience model, ensuring high-touch service, responsiveness, and proactive issue resolution.
• Maintain awareness of market dynamics, competitive pressures, and customer expectations to inform regional priorities.

Governance, Systems & Financial Stewardship

• Leverage ABS, Route Assistant, and performance dashboards to drive fact-based decision making.
• Partner with Corporate Service, HR, and Training to shape and deploy high-impact capability-building programs.
• Participate in QBRs and executive operating reviews, presenting insights, risks, and action plans.

Enterprise Contribution

• Contribute to the evolution of UniFirst’s service strategy, policies, and operating model.
• Support cross-regional service initiatives and enterprise transformation efforts.
• Lead special service projects on behalf of the RVP and senior leadership.
• Actively build and reinforce a strong service culture across the region through leadership visibility and engagement.

Qualifications

Experience

• 5+ years of successful B2B service or operations leadership experience.
• 2+ years leading managers and multi-site operations strongly preferred.
• Proven track record of driving performance through leaders, not just personally.
• Strong analytical, change leadership, and execution management skills.

Education

• Bachelor’s degree preferred.

Capabilities & Attributes

• Strategic operator with strong business acumen and systems thinking.
• Strong coach and talent developer with high standards and consistent follow-through.
• Highly data-driven and process-oriented.
• Comfortable influencing senior leaders and holding peers accountable.
• Excellent communication, facilitation, and executive presence.
• Able to diagnose complex operational problems and lead structured improvement.

Other Requirements

• Ability to travel 35% of the time

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

If you require an accommodation during any part of the application process due to a disability or medical condition, please contact us by email at [email protected] or through our EthicsFirst portal at UniFirst.ethicspoint.com. You may also call the EthicsFirst Hotline at (800) 213-8979 to let us know the nature of your request.

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