Job Summary:
The Vice President of Operations will plan, direct, coordinate, and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization. Responsible for guiding and supporting Directors of Operations/Designated Market Operators and 100+ restaurants to adhere to company and brand standards and to achieve operational and financial success that contributes to the Company mission, vision, and values. Responsible for identifying and resolving key business issues affecting performance, decisions, aligning necessary resources and ensuring immediate actions are taken to increase capability and performance.
Key Duties / Responsibilities:
- Ensures that the focus is on the guest experience and ensuring profitability at all levels of operations by driving the cultural change and operational excellence through company standards and initiatives.
- Coordinates implementation of key initiatives and new products/systems, including: plans and schedules project implementation, anticipates and resolves implementation issues, ensures effective integration/coordination with other initiatives, formulates communication plan; provides training; troubleshoots problems, confirms operational readiness, and ensures ongoing follow-up of systems.
- Builds strong relationships and trust with Directors, District Managers, and Restaurant Managers to guide and influence them to consistently execute company systems and processes to consistently deliver high quality, great tasting food in a clean restaurant.
- Completes business reviews and serves as a coach and provides operational expertise on sales and profit growth, cost management, guest service execution, product quality and safety, restaurant image, and other related issues. Identifies key business issues affecting operational performance, makes decisions, aligns resources, takes immediate action, and holds others accountable to commitments.
- Reviews financial and operational reviews/reports to evaluate districts and restaurants to identify any potential issues; addresses the issues and influences the District Manager to take corrective action.
- Uses financial acumen to communicate the financial goals of each location, district, and overall region; reviews facility and property reports and ensures they are well-managed and in good operational standing. Proactively identifies issues, problem solves, and follows through to resolution. Communicates with Directors, District Managers, and Restaurant Managers on the benefits of running a high performing operation.
- Ensures business operations and practices are following our franchise agreements and Company standards. Conducts annual performance reviews on each Director of Operations; documents and communicates areas of concern; works with Directors, District Managers, and Restaurant Managers on the development and execution of performance improvement action plans; evaluates and makes recommendations on market expansion and rewrites.
- Stays current with legal aspects of the state and works closely with the Legal department to help mitigate potential legal risks.
- Conducts high impact visits to the restaurants to observe all areas of operations to evaluate all areas of the guest experience (friendly, fast, hassle free, accurate, food safety/quality, clean); communicates Company values; consults on brand standards assessment results and provides operational expertise. Attends business meetings; shares experiences with other departments in the corporate office to provide insight and consultation on operational issues; responsible for the evaluation of rollouts to ensure continuous improvement and refinement of processes.
- Provides development and mentorship for direct reports to build capabilities and skillsets for both the individual and organization.
- Handles discipline and termination of employees in accordance with company policy.
- Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems.
- Collaborates with other divisions and departments to carry out the organization's goals and objectives.
- Identifies, recommends, and implements new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials.
- Ensures that departmental decisions and project plans such as those for staffing, development, organization, material efficiency, hardware acquisitions, and facilities are in line with the organization's business plan and vision.
- Establishes, communicates, and implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution.
- Reviews and approves cost-control reports, cost estimates, and staffing requirements.
- Establishes and administers operational budgets.
- Presents periodic performance reports and metrics to the Chief Executive Officer.
- Maintains knowledge of emerging technologies and trends in operations management.
- Identifies training needs and ensures proper training is developed and provided.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent verbal and written communication skills.
- Strong supervisory and leadership skills.
- Extensive knowledge of the principles, procedures, and best practices in the restaurant industry.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
Education and Experience:
- Bachelor's degree in Business Administration or other industry-related field required; MBA preferred.
- 10+ years business management experience in the food service industry, including 5+ years Franchising; 5+ years as a Multi Unit Operator.
- Requires excellent oral and written English communication skills.
- Must be proactive and possess strong leadership, negotiation, persuasion, organization, and presentation skills.
- Working knowledge of personal computers and related Microsoft Office software applications (i.e. Excel, Word, etc.).
- Demonstrated integrity and ethical behavior.
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