Operations Director

POSITION TITLE:

Operations Director

REPORT TO:

Vice-President of Operations

STATUS:

Exempt

LOCATION:

Administration

POSITION SUMMARY:

This position is responsible for training, developing, and supporting the Store Manager in their profitability of each store over the agreed upon time frame. Responsibilities include monitoring and assessing store profitability; training or guiding managers to make improvements as needed; formulating operations procedures, policies, systems and processes to support a high level of SQCST; holding managers accountable for their store results; constantly looking for ways to improve the operations and the skill of the store managers.

ESSENTIAL FUNCTIONS:

• Cross functional leadership
• Accountable for developing GM's & MUM's
• Holds self accountable for organizational impacts of decisions - parts to whole.
• Accountable for the creating and achieving of meaningful operational budgets.
• Stay apprised of industry trends and innovations
• Ensures alignment/Coordination w/others
• Participates in corporate goal setting, development of the Mission Statement, and Management of the business using the following as a foundation:
• A team effort with others, including senior managers, managers at the stores, managers in administration and other operations/departments within the business, and employees.
• Living the Core Values/Managing Principles of the Company daily.
• Maintaining a focus on SQCST(Service, Quality, Cleanliness, Safety, and Training).

END RESULT: The Company is kept financially strong and profitable, as measured by the monthly and fiscal year financial statements.

• Through an ongoing development process, teaches, supports and encourages self and others in the achievement of their fullest potential, professionally and personally. Areas may include and are not limited to:
• Customer Satisfaction- With the use of the inverted triangle or open feedback system, along with the current service and marketing strategies.
• Quality- Consistent production of a quality product.
• Cleanliness and safety- Maintaining a clean, safe, wholesome, non-toxic work environment for the external and internal customer.
• Interpersonal skill development- Communication skills, relationship skills to enable each person to work with anyone within the organization effectively.
• Technical skill development- In their specific area of work.

END RESULT: Employees with high morale who are competent, secure and happy/satisfied in their jobs as measured by high productivity, minimum turnover, increased promotions from within; customers who continue to return as patrons because their service needs have been met and exceeded, as measured by a true increase in sales and transaction counts.

• Acquires information continuously and takes the risk to put new knowledge into experience to become skillful in management and their area of expertise.
• Applies good problem-solving techniques to make appropriate decisions within the parameters of their jurisdiction.
• Values and learns from each experience to continuously improve in the future proactively.
• Interacts with others in ways that show respect and openness.
• Keeps abreast of current and new Company policies and procedures and communicates applicable information to staff, maintaining confidentiality about sensitive information; enforces policies when applicable; recommends changes of those that are no longer appropriate in the current form.

END RESULT: Senior Managers who are able to manage their departments and/or area of expertise with minimum involvement from Executive and/or Corporate level which are made for the benefit of the whole; and take appropriate actions to implement these decisions for constructive results.

• When possible, participates in public or community-related activities to further serve the public as part of the manager's capacity.

END RESULT: Professionalism in all interactions with people, exuding enthusiasm and pride about the Company. The possible involvement with organizations, neighborhood boards, etc. that make a difference and has a positive influence on people’s view of the Company. The general community is positive about what the Company stands for, and what we do.

• Fulfills various other duties and responsibilities requiring judgment, foresight, and ability to achieve good corporate results.

END RESULT: Work completed at high-quality standards.

Representative Duties:

• Establishes goals and priorities for the operations division in order to maintain and to continuously achieve a uniform direction toward the successful attainment of the Company’s goals.
• Ensures that the Company management philosophies and objectives are clearly understood and practiced by all levels of management.
• Conducts regular inspections of stores to determine operating requirements; and to ascertain if policies, procedures, systems, and processes are being followed; reviews findings and recommends appropriate changes as needed.
• Reviews and develops methods and standards of operations for stores; advises subordinates of proper procedures and governmental requirements.
• Reviews and evaluates store operating reports for maximum efficiency; determines priorities and implements changes as needed.
• Communicates, interprets, implements and enforces management policies.
• Complements and coordinates administrative decisions to ensure successful implementation with the operations division.

OTHER FUNCTIONS:

• May perform various other duties as assigned.

COMPETENCIES:

• Balance Stakeholders - Anticipating and balancing the needs of multiple stakeholders .
• Strategic Mindset - Seeing ahead to future possibilities and translating them into breakthrough strategies
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
• Interpersonal Savvy - Relating openly and comfortable with diverse groups of people
• Build Networks - Effectively building formal and informal relationship networks inside and outside the organization
• Attracts Top Talent - Attracting and selecting the best talent to meet current and future business needs

QUALIFICATIONS:

Scheduling:

• Available for work on any day of the week or shift; typically, this position enjoys a five day work week with regular days off
• Some inter-island and mainland travel may be required

Physical Ability:

• Able to lift 10 pounds frequently; occasionally lifting up to 60 pounds
• Wrist and hand motions; standing and/or walking up to 9 hours; reaching, bending, and squatting frequently; pushing and pulling frequently

Mental Ability:

• Wrist and hand motions; standing and/or walking up to 9 hours; reaching, bending, and squatting frequently; pushing and pulling frequently
• Strong customer service skills required; sees operations through the customer lens
• Knows employees are the first market

Pre-Employment Requirements:

• Must pass a drug screening test
• Must pass pre-employment physical
• Must also have passed a TB test within 2 years of start date with skin test

Environmental Conditions:

• Able to work in temperatures ranging from 0 degrees to 95 degrees
• Around equipment that generates smoke as a by-product of cooking food

Education:

• College degree preferred
• High school education or G.E.D. required

Experience:

• Food service multi-unit managerial experience preferred

Desired Skills:

• Good communication (oral and written) and listening skills
• Good interpersonal skills (ability to develop interdependent relationships)
• Self-development skills (desire and ability to learn)
• Training/coaching skills (ability to develop competencies in people)
• Planning skills (ability to set short-term, mid-term and long term goals, measures, activities, and time frames)
• Organizational skills (ability to coordinate multiple tasks/activities, ensure smooth and balanced workflow, and meet due dates); good time management skills and habits
• Problem-solving/decision-making skills (ability to handle operational, staff, and customer problems on a timely basis); sees problems as opportunities for growth; is persistence in resolving an issue
• Team building skills (ability to get team members to work cooperatively and collaboratively)
• Analytical skills (ability to understand numerical reports and connect them to actions to take to make improvements)

Desired Attributes:

• Self-awareness (willingness to identify areas in need of improvement)
• Self-directedness (initiative and proactivity)
• Self-responsibility (accountable for oneself)
• Action-oriented (exercising initiative to implement, follow-up and follow-through)
• Willingness to change

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.