Director of Operations

POSITION SUMMARY/OBJECTIVE:

The Director of Operations (DO) will oversee 5 – 6 district managers who supervise 5 – 8 restaurants each. This is a field-based position, reporting to the VP of Operations. The position will be responsible for delivering sales and profits based on their ability to teach/coach others and hold them accountable for executing company systems, building and developing high performing teams, and, most importantly, helping us develop a strong culture at every restaurant.

Here’s what’s on the menu AKA the Essential Functions:

• Leader of Leaders; responsible for delivering annual budget and achieving EBITDA targets.
• Driving results is a top focus by developing and growing the team and elevating execution of operational processes and standards.
• Relentless focus to achieve & maintain operational excellence, through high field visibility, coaching and leadership with District Managers and General managers in your respective region.
• High field visibility: 80% of the time to be spent in the field, leading & developing the team. Is strategic with calendar planning of field visits to coach on the business during various dayparts and days of week.
• Ensure all Districts/Restaurants are focused on building the team and our culture, leading the team of District Managers to drive positive team member engagement and retention.
• Drive excellent customer service ensuring our guest experience is consistently above standard, seeks to understand trends in our customer service metrics and is proactive to reinforce processes and execution.
• Identify and diagnose ongoing operational gaps in districts & restaurants; develop formal action plans to resolve gaps. Focuses on the root cause and works with their team & functional partners to address the gaps.
• Hold District Manager accountable for executing action plans, tracking progress, and promoting a sense of urgency to uphold Operations execution that enables sales growth and profitability.
• Development of talent: Enforce systems and processes that drive effective hiring, training, retention, and development, including succession planning for DM/GM roles, performance appraisals, and monthly feedback with a focus on their development.
• Ensure appropriate cleanliness, sanitation, safety, and staffing standards are maintained.
• Review key financial variables daily. Analyze and track key financial/operational data to derive meaningful business insights. Develop executive presentations and present key trends and results to the VP of Operations. Present financial/operational weekly updates during DM & GM meetings. Ensure restaurants meet the operating plan through the use of P&L reviews and quarterly business reviews.
• Ensure that labor standards are followed in all restaurants.
• Ensures scheduling guidelines are executed with the goal of investing in labor to grow our business and looks to reduce/eliminate inefficiencies.
• Ensure all the restaurants in your region comply with local, state, and federal regulations & OSHA guidelines.
• Ensure that safety is always maintained as a priority, including but not limited to food preparation, employee hygiene, temperature checks, and employee work behaviors.
• Ensure that food quality is maintained in accordance with company standards by effectively managing the following: food ordering, storage, and rotation, preparation, presentation, and holding times.
• Ensure that the maintenance of all store facilities and equipment are properly maintained by training store management and working in conjunction with the Facilities Department and approved vendors.
• Frequent exposure to the executive leadership team. Key strategic role in the organization.

What You’ll Bring to The Table AKA Competencies & Skills:

Solid 5 years in multi-unit management for quick-service restaurants with a minimum of two years developing and supervising district managers.

Two-level down P&L Responsibility

High detail-orientation with an ability to work in a dynamic, fast-paced, team environment.

Extremely organized with excellent multitasking and time management skills.

Excellent writing skills, verbal, and presentation skills.

Strong attention to detail.

Working knowledge of MS Outlook, Word, Excel, and PowerPoint.

BA degree or college experience in a related field.

Experience implementing system and process improvements.

Known for completing responsibilities thoroughly, accurately, and timely.

Able to handle multiple tasks concurrently and prioritize workload effectively.

Demonstrates strong problem-solving abilities.

Possesses a strong customer service mindset.

Bilingual is a plus

SUPERVISORY RESPONSIBILITIES:

District Managers

WORK ENVIRONMENT:

The Director of Operations typically works in an office environment, and uses a computer, telephone and other office equipment as needed to perform duties, with the exception of travel to the store locations when needed.The noise level in the work environment is typical of that of an office. The Director of Operations may encounter frequent interruptions throughout the workday.

When visiting Restaurant locations, the employee will be exposed to distracting noises and sound levels from cooktops, hot temperatures from fryers and grills, sharp utensils and equipment, wet flooring, and cold temperatures when dealing with walk in coolers/freezer.Restaurant kitchens are often small spaces, they may work near others, while maintaining social distancing. The outside environment will vary dependent upon the weather.

PHYSICAL DEMANDS:

While at the Support Center, the employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle, or feel, and to stand, walk, reach, bend or lift up to 20 pounds.

When visiting Restaurant locations, the Director of Operations could be required to stand/sit/walk for long periods of time, along with frequent bending, kneeling, lifting (handling food, trays, cups, lids, straws, cleaning supplies, and handling waste), carrying (generally under 10 lbs.), balancing, pulling, pushing, crouching, stooping, reaching, crawling, twisting, eye hand and foot coordination, neck flexion, and neck twisting.

TRAVEL: 80%

REQUIRED EDUCATION/EXPERIENCE:

Bachelor’s degree in Hospitality Business or related field or equivalent experience.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

• Previous multi-unit restaurant experience is a must
• Food Safety Certification