Director of Operations Services

JOB TITLE: Director of Operations Services          

REPORTS TO: Vice President of Brand & Franchise             CLASSIFICATION: Exempt

DEPARTMENT: Operations Services                                           LEVEL: Management

SUMMARY OF POSITION: The Director of Operations Services is responsible for overseeing the daily operations of the restaurants to ensure the efficient, profitable, and smooth running of the business. This involves managing staff, optimizing operational procedures, rollouts, tests system upgrades, maintaining inventory control, ensuring guest satisfaction, and complying with health and safety regulations. The ideal candidate will possess strong leadership, organizational, and communication and presentation skills to drive operational excellence and achieve business goals.

• Partner with key restaurant operations stakeholders to drive the team’s vision and enhance operational consistency across locations.
• Lead development and execution of assigned restaurant programs, including rollouts, tests, and system upgrades.
• Ensure systems and procedures support high standards in food safety and cleanliness, contributing to team member and guest safety.
• Provide detailed reporting and analyses to senior management, guiding data-driven decisions on initiative impacts and financial goals.

• Evaluate and refine existing operational systems for optimal efficiency, identifying improvement opportunities and eliminating bottlenecks.
• Support struggling locations by troubleshooting and implementing targeted solutions to enhance performance.
• Guide and enforce consistent system use, driving high standards in Cost of Goods, Labor management, and expense control.

• Oversee project planning, execution, and management across multiple initiatives, including cash handling, drive-thru optimization, and vendor onboarding.
• Implement change management strategies to support seamless adoption of new procedures, with an emphasis on training, communication, and support.

• Act as the central communication point for critical, time-sensitive updates impacting operations, such as product shortages and protocol changes.
• Develop, proofread, and distribute materials for restaurant initiatives, ensuring clear, concise communication aligned with operational goals.
• Coordinate cross-functional meetings and maintain consistent documentation, such as Smartsheet management, validation checklists, and weekly recaps.

• Utilize advanced data analytics to assess performance metrics across systems (Power BI, HME, Tattle), generating actionable insights and reports.
• Develop and produce ad hoc reports as requested, providing real-time data to guide operational adjustments.
• Monitor and analyze guest satisfaction feedback and drive-thru metrics, delivering insights for ongoing improvements.

• Manage vendor relationships with assigned vendors for seamless service and troubleshooting support.
• Oversee inventory and resource planning for project rollouts, ensuring availability and efficient allocation of materials and equipment.
• Collaborate with the IT department on digital tools, supporting system integration and troubleshooting across restaurant locations.

• Possess strong analytical skills to identify and resolve issues quickly, particularly for complex projects and tests.
• Conduct field validation and troubleshooting visits, collecting feedback and adapting solutions to improve operational effectiveness.

• Other duties as assigned.

• Capable of producing high quality work/materials while managing multiple projects.
• Highly creative with excellent analytical abilities.
• Must be detail oriented and disciplined to complete assigned tasks in a timely manner.
• Must understand and achieve company vision, mission, and goals.
• Must have effective people skills: diplomatic, relationship oriented, effective communicator, including listening skills, accepting coaching and feedback, etc.
• Must be able to work as a team member and be an effective leader.
• Ability to work independently, make decisions and provide information in a timely manner.
• Experience using data analytics software for research.
• Excellent communication and presentation skills
• Must have effective conflict resolution and problem-solving skills.
• Candidate must have a high degree of computer literacy and can easily learn to use new software with minimal guidance.

EDUCATION AND EXPERIENCE

• Bachelor's degree in business management, hospitality, or a related field is a plus.
• Minimum 5 years of experience in a fast-food or quick-service restaurant management role, including experience in operations management, customer service, and team leadership.

WORKING ENVIORNMENT/MINIMUM PHYSICAL REQUIREMENTS

• Physical requirements include standing, sitting, and walking (up to 8 hours at a time); bending, stooping, and lifting (up to 20 pounds).
• While performing the duties of the job, the team member is regularly exposed to the risk of fumes. 
• The use of solvents and industrial degreasers are required regularly to clean equipment, tools, and floors; fumes occur when cleaning.
• Ability to work a scheduled 50-hour work week, weekdays, nights, weekends, and holidays.
• Job requires travel for up to 10% of the time. Overnight travel may be required, as needed.