Director of Operations

3 weeks ago

Gainesville, Virginia, United States Smashburger | Virginia Full time
Job Summary

The Director of Operations is a key leadership role responsible for driving sales, guest traffic, and profitability in designated markets of corporate and independently owned franchised restaurant locations. This role requires a strong focus on building positive and long-term business relationships with franchisees, assessing their performance of Smashburger brand standards, and delivering a great experience for guests, employees, and franchisees.

Key Responsibilities
  • Manage performance of multiple managers for 5-20 restaurants in various markets to drive sales, guest traffic, and manage profitability and day-to-day operations.
  • Visit restaurants in designated markets consistently to improve all areas of the business.
  • Build culture and manage the effectiveness of people-focused processes and systems.
Corporate Markets
  • Hire, develop, train, and retain teams to continuously improve processes and procedures.
  • Deliver timely performance feedback to managers at all levels.
  • Engage in talent review and performance conversations for all managers in their respective markets.
  • Coach and support managers on individual development plans.
  • Build talent pipelines by conducting internal and external interviews.
  • Participate in routine talent pipeline discussions with HR teams.
  • Attend company conference calls and meetings with key stakeholders to review critical initiatives and communicate appropriately to restaurant teams.
  • Support training and development plans for managers at all levels.
  • Follow up to ensure 100% training completion for team members.
  • Monitor customer service platform, satisfy guests, correct root cause defects.
  • Review weekly schedules and staffing needs for corporate markets.
  • Manage labor metrics and scheduling efficiencies to find a proper balance between service and profit.
  • Ensure labor laws are followed in all aspects of scheduling, including meals and breaks laws, overtime, predictive scheduling, etc.
Franchise Markets
  • Lead change - Communicate and champion corporate initiatives to encourage franchisee adoption and execution within their franchised locations through monthly franchisee meetings, regular market email communications, and individual outreach as needed.
  • Elevate consistency of the brand - Conduct operational standards reviews as required at each franchised location, including appropriate documentation and follow-up to ensure compliance.
  • Grow the business - Provide support and resources to franchisees to help better understand and/or improve their revenues, profitability, and other aspects of their operations, while maintaining a clear understanding that franchisees are solely responsible for the day-to-day operations of their franchised locations and all employment matters.
  • Review, react, and coach on daily/weekly/monthly reporting metrics and critical processes for each market, including weekly reporting, daily cash accountability, distribution center processes.
  • Analyze regular profit and loss statements, coach on the financial analysis of individual restaurants as needed, and make recommendations for improvements.
  • Consistently check critical processes during routine restaurant visits and deliver feedback to restaurant managers and teams.
  • Partner with global QM teams on the process of FSC audit program for assigned markets.
  • Routinely report business-related expenses accurately and timely.
  • Support budget planning, routine reviews, and present business plans annually.
  • Manage local store marketing for the market.
  • Drive guest traffic utilizing both internal and external incentive programs.
  • Participate in ad-hoc projects, cross-functional teams, special requests, and other duties as assigned.
Requirements
  • 3-5 years managing multiple restaurants in corporate and/or franchise industry in a multi-unit capacity.
  • Flexible to work nights, weekends, and holidays; must be on call to respond to manager inquiries, employee concerns, emergency situations, etc.
  • Ability to follow all guidelines and procedures set forth by local, state, and federal employment regulations.
  • Must be able to travel 80-85% of the time within your markets and occasionally outside of your markets.
  • Possess strong communication skills, both written and verbal, to effectively communicate with restaurant management, front-line employees, franchise owners/operators, and corporate support teams.
  • Advanced strategic, analytical, and problem-solving skills with solid business acumen, including financial statement fluency.
  • Ability to work well under pressure, competent in conflict management, ability to exercise judgment, and act independently.
  • Proven time management, consistency, and organizational skills.
  • Highly motivated, self-directed, and results-driven.
  • Physical ability to stand for extended periods of time and to move and lift boxes of food/supplies up to 50 lbs.
  • Ability to work in high-temperature environments.
  • Must have a valid driver's license.
  • Must successfully complete training programs.

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