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Operations Executive
2 months ago
SMASHBURGER
Director of Operations
At Smashburger, we are dedicated to delivering exceptional dining experiences, rooted in our commitment to quality and teamwork. Our journey began with a vision to provide superior burgers , and we believe that achieving this requires a supportive and inclusive environment for our team members. With a consistent growth trajectory, we prioritize internal development opportunities for our staff, fostering a culture of continuous improvement .
Comprehensive Benefits: Enhance your work-life balance
- Performance-based bonuses
- Mobile phone reimbursement
- Health, dental, and vision insurance options*
- Paid leave for vacation and illness*
- 401K retirement plan with matching (21 and older)
- Complimentary meal each workday
- Flexible work schedules in a vibrant, family-oriented environment
- Employee support programs
- Accelerated career advancement opportunities
*Eligibility is contingent upon tenure and average hours worked
Key Responsibilities of the Director of Operations
The Director of Operations plays a crucial role in supporting management teams across designated markets, primarily focusing on corporate restaurant locations. This position is dedicated to enhancing restaurant performance and customer satisfaction while ensuring a Gold Standard experience for both guests and employees.
- Oversee the performance of multiple Restaurant General Managers (RGM), Restaurant Managers (RM), and Restaurant Supervisors (RS) across 6-10 locations, including corporate and franchise establishments.
- Foster a positive workplace culture by being present and engaging with restaurants in assigned markets on a regular basis.
- Recruit and develop teams to enhance operational processes and standards.
- Assess the effectiveness of people-centric processes and systems.
- Provide timely performance evaluations to team members at all levels.
- Participate in talent reviews and performance discussions for all RGM/RM/RS in their respective markets.
- Build talent pipelines through both internal and external recruitment efforts.
- Support training and development initiatives for managers at all levels.
- Monitor guest experience metrics (NPS, OSAT, loyalty programs, guest feedback).
- Ensure training completion rates are met.
- Oversee accurate labor reporting (time clock accuracy and overtime).
- Review weekly staffing needs and schedules for the markets.
- Analyze weekly inventory reports and provide coaching as necessary.
- Regularly assess critical processes during site visits and offer constructive feedback.
- Manage guest experience metrics and address all guest complaints promptly.
- Conduct a minimum of two audits per market each quarter.
- Monitor daily financial performance of corporate restaurants.
- Manage communication and processes with the Distribution Center for the market.
- Report business-related expenses consistently.
- Collaborate with recruiting and HR partners on market staffing plans.
- Conduct weekly calls with senior management to review performance and set goals.
- Maintain accountability for financial outcomes impacting restaurant operations.
- Provide coaching on financial analysis for individual locations.
- Recommend strategies for operational enhancements.
- Assist in budget planning and regular reviews.
- Analyze trends and data to improve restaurant-level performance.
- Drive local marketing initiatives to boost guest traffic.
Qualifications for the Director of Operations
- Minimum of 5 years of multi-unit restaurant experience.
- Must possess a valid driver's license.
- Completion of the Smashburger training program is required.
- Flexibility to work evenings, weekends, and holidays, with availability to respond to urgent matters.
- Adherence to Smashburger uniform standards.
- Strong communication skills, both written and verbal, for effective interaction with management and staff.
- Proven ability to lead, coach, and develop restaurant teams.
- Exceptional attention to detail and organizational skills.
- Highly motivated and results-oriented.
- Experience in launching new restaurant locations.
- Physical capability to stand for extended periods and lift items up to 50 lbs.
- Ability to work in high-temperature environments.
