Operational Excellence Manager

Position Title: Operational Excellence Manager

Reports To: VP Operational Excellence

Department: Operational Excellence

Status: Exempt

Date: October 2026

Broad Functions:

This role serves as a key support function not only to the field, but also to the other departments within the Operational Excellence (OPEX) team, such as partnering with the beverage team to roll out new initiatives. The Operational Excellence Manager organizes and facilitates New Restaurant Openings (NROs), holding all departments accountable to the opening timeline, and acts as Opening Coordinator for select NROs. As the OPEX program expert, this individual lives the program every day, consistently following up on all items of the OPEX program audit form and scorecard. The role is responsible for upholding brand, service, safety, and health standards in every restaurant, so that each location gives guests a consistent brand experience and warm, attentive hospitality, keeps associates and guests safe, and meets all food safety and sanitation requirements. The role works collaboratively with other departments, including CrunchTime, Procurement, IT, and Finance, to drive consistent, high-quality operations across all restaurants.

Main Duties and Responsibilities:

1. Coordinates and leads Operational Excellence calls, ensuring agendas, action items, and follow-ups are clearly communicated and completed.
2. Coordinates and leads New Store Opening calls, holding all departments accountable to the opening timeline and deliverables.
3. Partners with other departments, including the beverage team, CrunchTime, Procurement, IT, and Finance, to support rollouts and new initiatives.
4. Spends extended periods in restaurant operations, as required, to ingrain the OPEX culture and standards.
5. Works closely with Regional Vice Presidents (RVPs) to improve restaurant operations, using the OPEX program as the roadmap.
6. Serves as on-site opening execution coordinator for select restaurant openings for a period of 4 to 6 weeks collaborating with support center departments and operations.
7. Work on the improvement of Operational Excellence scorecard with operators.
8. Support with the Training team on programs and initiatives such as BATB.
9. Monitors and follows up on all items of the OPEX program audit form and scorecard, tracking progress and driving accountability.
10. Champions and uphold brand standards across all locations, so that every guest gets a consistent, high-quality experience that reflects the brand's identity and values.
11. Monitor all restaurants following company, local, state, and federal safety standards, identifying risks and working with operations team by putting corrective actions in place to protect associates and guests.
12. Monitoring all restaurants maintain health and food safety standards, including proper food handling, sanitation, and cleanliness, and are always prepared for health department inspections providing feedback to operations team.
13. Support the execution regular audits of brand, safety, and health standards, sharing findings with operations leaders and following up until every gap is closed.

Skills and Qualifications:

• Minimum of 5 years of multi-unit or senior restaurant operations experience; full-service restaurant experience preferred.
• Proven experience with new restaurant openings, operational audits, and/or rolling out company-wide initiatives.
• Strong project management and organizational skills, with the ability to manage multiple timelines and hold cross-functional teams accountable.
• Excellent verbal and written communication skills, with the ability to lead calls and influence at all levels of the organization.
• Strong analytical skills; comfortable working with audits, scorecards, and performance data.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Teams) and restaurant technology systems.
• Ability and willingness to travel extensively, including extended on-site assignments of 4 to 6 weeks.
• Bachelor's degree in Hospitality, Business, or a related field preferred, or equivalent experience.

Physical Demands:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to: stand for long periods of time, use hands and fingers, and be able to handle, feel, communicate verbally, and hear. The associate is frequently required to reach with hands and arms, climb, balance, taste and smell. The associate is also occasionally required to walk, stoop, kneel, crouch, crawl, and either lift or move to 50 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus. Be able to work in a standing position for long periods of time (up to 8hrs).

EEOC Statement:

We are an equal opportunity employer committed to building a diverse team and fostering an inclusive environment where employees feel empowered to bring their authentic selves to work. We welcome applications from all qualified candidates regardless of race, color, religion, gender identity, sexual orientation, national origin, age, disability status, or veteran status.