Operations Director

1 week ago

Attleboro, Massachusetts, United States Smashburger Full time

Smashburger

Director of Operations

We're on a mission to serve better burgers, and that starts with our team. We're looking for a Director of Operations to join our team and help us achieve our goal of delivering a Gold Standard experience for our guests and employees.

Key Responsibilities:

  • Manage the performance of multiple Restaurant General Managers, Restaurant Managers, and Restaurant Supervisors across various markets.
  • Promote a positive work environment by visiting restaurants regularly and being available to support our teams.
  • Hire and develop talent 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/RS in their respective markets.
  • Build talent benches by conducting internal and external interviews.
  • Support training and development plans for managers at all levels.
  • Guest experiences, including NPS, OSAT, loyalty rewards, and guest complaints.
  • Training completions.
  • Actual labor reporting, including 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 and deliver feedback to the restaurant team.
  • Manage guest experience metrics, including NPS and OSAT, and resolve all guest complaints within 24 hours of the incident.
  • Facilitate a minimum of two FSC audits per market each quarter.
  • Monitor daily deposit tracking for corporate restaurants.
  • Manage Distribution Center processes and communications for the market.
  • Shortages, credits, auto shipments, and routine business-related expenses.
  • Participate in the market bench plan call with Recruiting, HRBP, and Training.
  • Weekly conference calls with SDO and the RGM to review previous week and goals for the upcoming week.
  • Maintain responsibility for financial performance directly impacting market 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 local store marketing for the market.
  • Drive guest traffic using internal and external incentive programs.

Requirements:

  • 5 years of multi-unit experience in restaurants.
  • Must be based in Metro Boston area.
  • Must have a 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 temperatures.

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