Director of Operations

Smashburger | Pennsylvania

Director of Operations

At Smashburger, we're passionate about serving better burgers and creating a better experience for our guests. As a Director of Operations, you'll play a critical role in driving sales and traffic while delivering a Gold Standard experience for both our guests and employees.

Key Responsibilities:

• Manage performance of multiple Restaurant General Managers (RGM) and Restaurant Managers (RM) for 6-10 restaurants in various markets
• Promote a fun and positive work environment by visiting restaurants in designated markets an average of four to six days a week
• Hire and develop teams to continuously improve processes and procedures
• Manage the effectiveness of people-focused processes and systems
• Deliver timely performance feedback to team members at all levels
• Engage in talent review and performance conversations for all RGM/RM in their respective markets
• Build talent benches by conducting both internal and external interviews
• Support training and development plans for managers at all levels
• Guest Experiences (NPS, OSAT, loyalty rewards, guest complaints)
• Training completions
• Actual labor reporting (time clock accuracy and overtime)
• Review weekly schedules and staffing needs for the markets
• Review weekly Inventory reporting for the markets and coach as needed
• Consistently check critical processes during routine restaurant visits (CMBS Check Ins) and deliver feedback to the restaurant team
• Manage the guest experience metrics (NPS and OSAT) and resolve all guest complaints within 24 hours of the incident through use of Medallia
• Facilitate a minimum of two FSC audits per market each quarter
• Corporate restaurants: monitor daily deposit tracking
• Manage Distribution Center processes and communications for the market
• Shortages
• Credits
• Auto shipments
• Routinely report business-related expenses
• Participate in the market bench plan call with Recruiting, Human Resources Business Partners (HRBP) and Training
• Weekly conference calls with SDO and the RGM to review previous week and goals for upcoming week
• Maintain responsibility for financial performance directly impacting markets restaurant operations
• Coach on the financial analysis of individual restaurants as needed
• Make recommendations for improvements
• Support budget planning and routine reviews
• Analyze trends and actual data to assess and improve restaurant-level performance
• Manage the local store marketing for the market
• Drive guest traffic utilizing both internal and external incentive programs

Requirements:

• 5 years multi-unit experience in restaurants
• Must have valid driver's license
• Must successfully complete Smashburger training program
• Flexible to work nights, weekends, and holidays; must be on call to respond to manager inquiries, employee concerns, emergency situations, etc.
• Follow Smashburger uniform standards
• Ability to follow all guidelines and procedures set forth by Smashburger, local, state, and federal employment regulations
• Must be able to travel 80-85% 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, and corporate support teams
• People management skills to effectively select, assess, coach/counsel, develop, motivate, and lead restaurant teams
• Excellent attention to detail
• Proven time management, consistency, and organizational skills
• Highly motivated, self-directed, and results-driven
• Experience in all aspects of new restaurant openings
• 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

All applicants and employees have an equal opportunity for employment and advancement within Smashburger. Smashburger is dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants, prospective applicants, or employees on the basis of age 40 and over, race, sex, color, religion, national origin, disability, genetic information, sexual orientation, gender identity, military or veteran status, or any other applicable status protected by state or local law. This prohibition includes unlawful harassment based on any of these protected classes. Unlawful harassment includes verbal or physical conduct which has the purpose or effect of substantially interfering with an individual's work performance or creating an intimidating, hostile, or offensive work environment. We maintain a workplace free of racial slurs and bias. This policy applies to all employees, including managers, supervisors, co-workers, and non-employees such as customers, clients, vendors, consultants, etc. Any conduct in violation of these company policies is also a violation of the law. Employees who engage in, ratify, or perpetuate discrimination, harassment, or retaliation will be subject to disciplinary action, up to and including immediate discharge.

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