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Executive Director of Operations

2 months ago

Westlake, Ohio, United States TravelCenters of America Full time
Job Summary

The Site General Manager is a visionary leader who oversees a designated travel center, where they are responsible for coaching and leading the site in operating a successful and profitable location. This individual will build and maintain a strong, dynamic leadership team by communicating a clear vision and giving direction on training and development, profitability, site maintenance, safety, etc. The Site General Manager ensures we are returning every traveler to the road better than they came.

Key Responsibilities:
  • Leadership and Management: Supervise the management team and overall operations of the designated location.
  • Professional Conduct: Demonstrate a professional demeanor with a high level of character, honesty, and integrity in conducting the business affairs of the sites; Inspire the Profit Center Managers, their management teams, and all team members to do the same.
  • Goal Setting and Achievement: Establish and be responsible for goals to meet company objectives related to people, profit, safety, quality of service, and appearance of the locations.
  • Customer Service: Coach, teach, and demonstrate sound customer service principles to all team members, including direct customer contact to resolve issues when needed.
  • Talent Acquisition and Development: Partner with Profit Center Managers and Talent Acquisition to identify the best available management-level talent, whether internal or external; Review and advise team staffing levels; Develop management team and successors.
  • Performance Monitoring: Monitor key performance indicators to identify opportunities for improvement and clearly communicate opportunities to the District Manager and management team.
  • Safety and Compliance: Ensure that programs are properly implemented and maintained to ensure the safety of customers and team members.
  • Performance Evaluation: Assess performance of PCMs, complete appraisals of direct reports, and recommend for advancement and merit increases.
  • Customer Complaint Resolution: Ensure all customer complaints are addressed promptly and develop ways to reduce or eliminate their reoccurrence. Actively solicit employee and customer input to improve location operations.
  • Regulatory Compliance: Ensure awareness and compliance with all federal, state, and local regulations that impact operations.
  • Reporting and Record-Keeping: Ensure accurate and timely completion and submission of reports, personnel records, time sheets, price surveys, and others as directed.
  • Site Operations: Supervise the total function of a travel center that operates multiple profit centers and which may operate 24 hours per day, 365 days per year.
  • Loss Prevention and Audit: Lead management team to adequately and effectively maintain and safeguard Company property, equipment, funds, and merchandise and ensure all loss prevention and audit policies are properly executed.
  • Expense Control: Manage location operations while controlling operating expenses within established budgets.
  • Wage and Hour Compliance: Lead management team and employees to understand and comply with all wage and hour obligations. Ensure time records are complete and accurate, and non-exempt employees are compensated for all time worked.
  • Employee Recognition and Development: Develop and implement programs that recognize and reward outstanding customer service performed by team members. Set an example of outstanding customer service.
  • Succession Planning: Work with the District Manager and management team to develop a succession plan for departments and ensure employees are provided with development opportunities for career growth.
  • Financial Performance: Responsible for accurate forecasting of total site results and achieving budgeted site EBITDA.
  • Training and Development: Must complete a minimum of lead certification requirements related to restaurant brands they manage.
  • Required Training: Must ensure all required training is completed within the required time frame of 90 days. This includes but is not limited to training required by federal/state/local law and regulations, training on company policy and procedures, and training for job skills.
Requirements:
  • Leadership Experience: An inspirational leader who sets the example.
  • Education: High School Diploma (or GED) required; Associate's or bachelor's degree preferred.
  • Experience: 3+ years of experience in a leadership role preferred with proven positive results.
  • Analytical Skills: Proficient planning and analytical skills (i.e., understanding the calculations on the P&L, coverage ratio, budget & expense report, etc.) - able to achieve positive financial results.
  • Communication Skills: Exhibit excellent verbal and written communication skills.
  • Technical Skills: Proficiency in Microsoft Office, including Word, Excel, and PowerPoint, and operational understanding of POS software.
  • Driver's License: Must possess and maintain a valid driver's license with appropriate insurance coverage and an acceptable driving record.
Benefits:
  • Competitive Salary: Competitive salary and quarterly bonus program.
  • Health Insurance: Medical, dental, vision, and life insurance.
  • Retirement Plan: 401(k) with a company match.
  • Time Off: Paid vacation and holidays.
  • Tuition Reimbursement: Tuition reimbursement.
  • Discounts: A wide variety of discounts on technology, travel, food, and fuel.
  • Professional Development: Opportunity for growth and advancement with company-paid training.
  • Relocation Assistance: Relocation assistance (relocation not required).