Director of Operations

The COO is responsible for managing the company’s operations, ensuring excellence across corporate and franchise stores, and aligning daily activities with long-term business objectives. The role involves strategic planning, team leadership, and driving operational efficiency to achieve measurable success.

Key Responsibilities:

Operational Oversight:

• Supervise day-to-day operations across corporate and franchise stores to ensure consistent execution of processes, high-quality service, and profitability.
• Lead and manage Regional Managers, Customer Experience & Training Manager, IT & Technology Manager, and outsourced vendors (e.g., Maintenance Manager).
• Control the Inventory management practice

Strategic Planning and Execution:

• Develop and implement strategic plans for operational scalability and efficiency.
• Collaborate with the CEO to ensure operational goals align with the company’s growth objectives and strategic initiatives.

Performance Management:

• Monitor and analyze key performance indicators (KPIs) across all locations, including profitability, customer satisfaction, and compliance.
• Implement corrective measures to address underperformance at any location.

Customer Experience:

• Oversee initiatives to enhance customer experience across all stores, led by the Customer Experience & Training Manager.
• Monitor customer feedback and satisfaction scores (e.g., Google ratings).

Technology Management:

• Work with the IT & Technology Manager to maintain and optimize systems such as POS, loyalty platforms, and delivery integrations (e.g., Uber Eats, DoorDash).
• Oversee menu updates and troubleshooting for delivery platforms.

Team Leadership and Development:

• Foster a culture of accountability, operational excellence, and innovation among staff and managers.
• Develop and implement training programs to ensure consistent employee development.

Compliance and Risk Management:

• Ensure all stores comply with health, safety, and regulatory standards.
• Conduct regular audits to enforce adherence to company policies.

Reporting and Communication:

• Report regularly to the CEO on operational performance, growth opportunities, and challenges.
• Communicate objectives and updates clearly to team members and department heads.

Key Metrics to Measure Performance (KPIs):

Financial Performance:

1. Revenue Growth: Achieve or exceed a target of 10% year-over-year revenue growth for all corporate and franchise stores with more than one year of operation.

2. COGS Management: Maintain Cost of Goods Sold (COGS) below 30% across all locations.

Customer Satisfaction:

1. Google Ratings: Maintain an average Google rating of 4.8 or higher for all stores.

2. Customer Feedback Resolution: Address 95% of customer feedback and complaints within 48 hours to improve satisfaction.

Operational Efficiency:

1. Audit Compliance: Ensure 95% compliance with operational and regulatory audits across all stores.

2. Store Operational Standards: Ensure all locations meet brand standards for cleanliness, safety, and customer service during 100% of monthly spot checks.

Team Development:

1. Training Completion: Achieve 90% employee training completion rates within the first quarter of implementation for all new programs.

Technology Performance:

1. System Uptime: Ensure 95% uptime for POS systems, loyalty platforms, and delivery integrations across all locations.

2. Menu and Platform Updates: Complete menu changes and platform updates within 48 hours of approval.

3. Tech Issue Resolution: Resolve 90% of reported system issues within 24 hours.

Note:

The COO is expected to align all responsibilities and activities with the company’s OKR targets, ensuring progress is tracked and goals are met on a quarterly and annual basis.

Skills and Qualifications:

• Experience: At least 7-10 years in operations management, preferably in the food and beverage or franchise industry.
• Strategic Leadership: Proven ability to align operations with long-term business objectives.
• Analytical Skills: Strong ability to analyze data and translate insights into actionable plans.
• Technology Proficiency: Familiarity with POS systems, loyalty platforms, and third-party delivery systems.
• People Management: Strong leadership skills with experience in managing large, diverse teams.

Note: This position requires weekend availability and the flexibility to work on weekends as part of the regular schedule.

Job Type: Full-time

Pay: From $80,000.00 per year

Schedule:

• 8 hour shift

Work Location: In person

Salary : $80,000