Key Holder | Lead the Shift. Hold the Standard.

Role Clarity 

• This is a working lead role — you are on the floor alongside the team 

• No direct reports and no formal performance or accountability conversations 

• You influence performance through coaching, example, and site presence 

• You partner with the ASM and SM for escalations — you don't go it alone 

• Competency level: between Self-Leader and Leader of Others 

 

WHAT YOU'LL OWN 

 

Own the day, start to finish - Open and close the site with precision — secure, prepped, and ready to deliver a strong shift every time. 

Lead from the front - Set the standard for cleanliness, safety, and performance — your presence drives the energy of the entire site. 

Hold the site independently - When management isn't present, you make the calls, solve the problems, and keep the operation running. Without needing to be asked. 

Coach and guide in real time - Support team members with real-time direction — redirect, encourage, and reinforce the standard without creating conflict. 

Deliver standout experiences - Handle customer questions or concerns quickly, professionally, and with genuine care. 

Communicate with clarity - Keep customers and team members informed, especially during downtime or service interruptions. 

Grow every day - Learn from your leaders and build the skills to take the next step in your career. This role is a stepping stone, not a ceiling. 

 

WHAT YOU BRING 

 

• Reliable attendance without exception — your dependability is what makes this role work 

• Trustworthy — team and management count on you completely 

• Comfortable opening and closing and managing the site independently in all conditions 

• Can coach peers and hold a standard without being adversarial 

• Customer-first mindset even when things get difficult or the team is short-staffed 

• Growth-oriented — you want to lead more, not just hold the keys 

• Basic mechanical comfort — willing to troubleshoot and escalate appropriately 

• Prior shift lead, keyholder, or informal supervisory experience is a plus 

 

HOW YOU SHOW UP — ECW COMPETENCIES 

 

• Customer-Centric Approach — Demonstrates positive customer interactions, listens actively, and follows service standards to create a great customer experience. 

• Problem-Solving — Addresses routine challenges, makes sound day-to-day decisions, and asks for help when needed. 

• Team Collaboration — Works well with teammates, communicates openly, and contributes to a supportive team environment. 

• Drives Results — Completes tasks reliably, stays focused on priorities, and takes responsibility for individual performance — tasks are done fully and correctly. 

• Safety & Compliance — Follows safety procedures, uses equipment correctly, and speaks up about hazards. 

• Job Knowledge & Technical Proficiency — Understands job responsibilities, products, and tools needed to perform work accurately.