Regional Director, U.S. Operations

4 weeks ago

Minneapolis Minnesota, United States International Dairy Queen, Inc. Full time
Job Description

Independently provide strategic oversight to, and manage all Operational aspects of one of 11 franchisee regions in the U.S. Each region represents 7-8 districts with approximately 40 restaurants per district, and revenue through service fees of $4M to $14M. Utilize deep knowledge of restaurant operations and staff resources to provide guidance and coaching to Operations team and at time franchisees, in order to achieve short and long-term company and operation’s objectives.  Ensure compliance with IDQ policies and system standards.  Develop staff to meet current and future needs of the company.  Gain and maintain support of DMA chairpeople and other key franchisee leadership in achieving their goals. 

Primary Accountabilities:

Development, communication and execution of plans and strategies.

Participate in the development of IDQ’s Operations’ business plan (rolling 1, 2 and 3 year plan) with global Operations senior management team during Worldwide Operations strategic planning meetings 3x per year.   Based upon the U.S.-wide Operations strategy/business plan, assist in the creation of U.S. Operations field teams’ annual performance goals.

Provide guidance and direction to the Operations team in the development and implementation of an integrated business plan within select markets in region (i.e., integrated marketing, operations, training, development, and supply chain plan).

Provide direction to Operations team in an effort to assist franchisees, in establishing effective annual business plans.  Assist in establishing systems and schedules to monitor progress and goal achievement.

Provide leadership from an Operations perspective in developing and managing marketing performance through effective partnerships with appropriate departments, vendors and franchisees.

Represent U.S. Operations’ goals and interests, and provide input across IDQ teams when working on cross-functional problem solving and projects. This includes teams and leaders from Field and Brand Marketing, Supply Chain, Design, Architecture and Construction, New Development, Finance, Legal, R&D, Quality, Concept Evolution and Concept Support Services.

Oversee and monitor consistent execution and delivery of company strategies to assigned franchisees, to ensure food safety, approved products, procedures compliance, menu compliance, trademark protection, reinvestments, consumersatisfaction and ADQ standards.

 

Communications and Interactions with Franchisees:

Travel to districts to visit franchisee stores with business consultants and ensure/validate the B.C.’s reported progress against goals.

When warranted, get directly involved with franchisees on escalated matters that are more complex. For example, may notify franchisees that they will be issued a default in the event of store evaluation failure, facility deficiencies, or unapproved procedures; following the expiry of a cure period after the notice of default; may make a decision to terminate the franchisee; may address issues or questions escalated by business consultants on modernization completion, or address national marketing non-compliance with franchisees; may approve compliance exceptions to how a particular store represents the brand, their equipment, menu, etc., without which the franchisee would be in violation of contract.

Prepare and present at annual franchisee Leadership Meetings, in partnership with Regional Marketing Manager. Prepare and present at franchisee Fall Business Conferences.

Respond to customers and franchisees in a timely manner.

Management of Team:

Continuously coach, support and advise business consultants on the following:

The development and implementation of strategies to assist assigned franchisees in executing staff and management training and professional development.

Guidance to franchisees for consistent achievement of optimal shift management, food safety, quality, service, cleanliness, repair and maintenance and atmosphere goals, as established by ADQ’s U.S. Operation’s business plan and operating standards.

Collaborate with, and provide insightful counsel to position franchisees for optimal financial health.  When available, determining the financial status of the franchisee and monitoring their store(s) for progress.  

Partnering with appropriate ADQ staff to help position new and existing franchisees, to establish and execute effective development, reinvestment and renewal strategies.

Hire, build and support a high-performance team with skills that are relevant to the needs of the business.  Conduct onboarding and training for new staff. Demonstrate a commitment to building a diverse team. Establish clear direction and performance expectations; monitors progress and results on an ongoing basis.

Conduct weekly team meetings to ensure staff are focused on their performance goals, share best practices and communicate corporate information affecting team. Prepare and lead week-long regional Business Consultant meetings, 3 times per year.

Coach employees to develop their skills and abilities; when appropriate, provide assignments and opportunities for development. 

Regularly provide feedback on employees’ strengths and when they are performing well. Provide constructive feedback on areas to develop by describing specific behaviors and including suggestions for improvement.  

Initiate appropriate corrective action head-on, in a timely manner.

Recognize contributions on an ongoing basis; celebrate employee and team accomplishments.

Create focus on the right priorities, eliminates roadblocks, and provide solutions and support to day-to-day problems for staff.

Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality employees.

Other duties:

Includes assisting New Development/Remodel initiatives by conducting personal interviews with prospective franchisees to assess whether they have the business and managerial aptitude to become a successful ADQ franchisee.

Interview existing franchisees to assess same aptitude with respect to possible expansion of their business.

Conducts walk-throughs/reviews of potential new real estate sites and provides point of view on feasibility of projects.

Provides opinion/sign off on acceptability of franchisees and real estate to the Development Review Committee.

Develop operating budget/profit plan for region. Consistently strive to meet or favorably exceed operating budget.

May be asked to guide cross-functional corporate projects or committees. Other duties as assigned or needed.

 

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