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.