Operational Consultant

WHO WE ARE

Playa Bowls is New Jersey's Original Acai Shop founded in 2014, and our mission is to serve the highest quality, innovative products to support healthier lifestyles and inspire a world of fun, excitement, and togetherness. At Playa Bowls, we live our brand in our actions and in the relationships that we make in our communities. Our focus is to provide a bowl full of deliciousness to every guest, delivered with authenticity and passion for the Playa way. What began as a pair of blenders, a patio table, and a fridge has flourished into a 250-unit operator and franchisor of the leading fast casual restaurant concept.

WHAT WE OFFER

• Competitive pay: We offer competitive base pay and a great bonus program
• Employee Benefits: We offer Vision, Dental, and Health benefits as well as 401k
• Advancement Opportunity: Our Playa Bowls training program will allow you to develop your skills and grow in your career
• Fun Environment: We are always dancing, smiling & having lots of fun
• Playa Discounts: If an employee is working, they receive 50% off and one free bowl during their shift & if they are not working, they receive 30%. Win-win

WHO YOU ARE

The Operational Consultant’s responsibility is to support & oversee an assigned portfolio of new and existing franchisees/licensees in all aspects of business planning and brand standards compliance driving operational excellence serving as Playa Bowls Brand Ambassador, business liaison, coach and teacher. They will be responsible for evaluating, supporting, and implementing operational processes to improve efficiency, profitability, and customer satisfaction. They will provide business acumen and brand compliance management with effective and timely communication. They will perform all responsibilities with the utmost dignity and respect while garnering effective relationships via mutual trust, empathy and respect. This role requires a comprehensive understanding of business operations, strong problem-solving, conflict resolution and time management skills, and the ability to work collaboratively with franchisees, management and the Playa Bowls Support Team.

WHAT YOU’LL DO

Operational Analysis and Improvement

• Achieve/exceed the operations and business performance goals for your Franchisee portfolio as established by the Playa Bowls Executive Team and your Franchise Operations Director.
• Develop a plan to coach Franchisees, through regular check-ins and follow ups prioritizing & aligning areas of improvement with Franchisees to drive unit economics, sales, profitability, and shop/network growth, while delivering a safe and consistent brand experience.
• Conduct routine evaluations of current brand standards and operational process execution to identify inefficiencies, targeted areas of improvement and best practices influencing Franchisees to create and complete action plans to drive the business fostering improved overall unit level performance.
• Develop strategies & recommendations for efficient inventory & labor management.
• Routinely monitor Playa Bowls key performance indicators (KPIs) and Franchisee P&L’s to track progress, make necessary adjustments and prioritize Franchisee and shop team communication and visits.

Training and Development

• Partner with Ops Services and Learning & Development to create training materials and conduct training sessions for Franchisees and Management on best operational practices.
• Support new shop openings aligning with the Franchisee, Construction Manager and New Shop Opening team; monitor key milestones and hold the Franchisee accountable through completion ensuring they are set up for success meeting all Playa Bowls brand specifications and standards.
• Provide support during all remodels and new store openings ensuring the Franchisee is set up to achieve their day 1, 7, 30, 60, 90 day and beyond post-opening/re-opening sales, profitability and guest satisfaction goals.
• Collaborate with Ops Services & Marketing to facilitate & lead all new product, system and procedure rollouts & implementations.

Customer Experience

• Evaluate customer feedback to identify areas for improvement in customer service and product quality and drive action plans to remedy and improve.
• Collaborate with Ops Services & Marketing providing solutions and best practices that enhance the Playa Bowls team and customer experience.

Brand Standards Compliance and Safety

• Ensure all Franchisees, management and team members are knowledgeable about health and safety regulations, food handling procedures, and customer service standards.
• Ensure compliance with local, state, and federal regulations, including health and safety codes.
• Execute the Playa Bowls consumer contact escalation process and crisis management process with care, due diligence and urgency to ensure all incidents are cured timely.
• Conduct routine Retail Food Safety & Sanitation Assessments ensuring compliance.

Business Planning & Communication

• Facilitate Annual Planning and Franchise Business Review process with Franchisees to assess performance based on previous goals and commitments, and to align on future goals and commitments.
• Facilitate communications between Franchisee and applicable cross-functional partners based on Franchisee’s individual goals and opportunities in pursuit of a safe and consistent brand experience, same-store growth, and preparations for unit growth.
• Participate and work “as-needed” with the Ops Services & Field Marketing Team on updates for operations initiatives and new marketing product and promotion shop team readiness and rollouts.
• Monitor and support the execution of local, market and regional marketing plans ensuring shop readiness, brand compliance and consistent execution.
• Provide written communication to Franchisees / Licensees, in a timely manner regarding visits and evaluations.

Administration

• Complete annual business forecasting and budgets for area of responsibility.
• Ensure the effective use of G&A expenses within parameters set by Director.
• Complete all responsible administrative functions and requirements of the position in a timely manner including but not limited to Franchisee visit documentation within 24 hours, mileage reimbursement, expense report completion, timely travel planning securing the most competitive rates etc.

WHAT YOU’LL BRING

• Bachelor’s degree or equivalent work experience required
• 3-5 years’ relevant experience; previous experience in a multi-unit business environment
• Franchise/License operations experience preferred
• Proficient in Google Suite, FranConnect (Franchise Management Software), and Microsoft Office for collaboration and communication
• Ability to build strong working relationships with Franchisees and community partnerships
• Demonstrated ability and experience to consult with and influence Franchisees/ Licensees.
• Advanced knowledge of consultative approaches and experience guiding leaders to make solid business decisions
• Strong business acumen skills with the ability to plan and set clear priorities to achieve business objectives
• Ability to work independently and adapt to changing environments
• Excellent communication skills; both written and oral, as well as listening skills
• Ability to multi-task, have strong organization skills, and be detail minded
• Proven ability to manage conflict and change management
• Personality traits include passion for our business and brands, strong follow up, empathy, and commitment

WORK CONDITIONS

• Travel up to 75% as needed or required for restaurant visitation, scheduled meetings, or company functions, otherwise work is completed in a home office setting
• Must be available to work weekends
• Must be 21 years of age to comply with state age travel requirements

“Playa Bowls is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.”