Director of Operations

Executive Leadership Position

Reports To: Operator/Owner

Status: Full-Time | Non-Exempt

Company Description

Chick-fil-A Edgewater Mall is a locally operated restaurant known for its focus on quality food, genuine hospitality, and efficient service. The restaurant is part of the larger Chick-fil-A brand, which emphasizes community involvement, strong values, and opportunities for growth. Team members are encouraged to develop professionally while contributing to a positive and friendly guest experience.

Our Purpose

At Chick-fil-A, our purpose is to glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come in contact with Chick-fil-A.

The Director of Operations serves as a key executive leader responsible for transforming vision into execution. This leader creates systems that allow the restaurant to thrive while developing leaders, serving guests with excellence, and protecting the culture that makes Chick-fil-A unique.

This position leads through influence—not simply authority—and is responsible for building a healthy, high-performing organization that consistently delivers remarkable experiences for guests and team members alike.

Position Overview

The Director of Operations provides strategic leadership for the restaurant's daily operations and long-term growth. This individual partners closely with the Operator to execute the restaurant’s vision by leading directors, developing future leaders, improving operational systems, and driving financial performance.

Success in this role is measured not only by operational results but also by the development of people, stewardship of resources, and the ability to create a culture in which excellence becomes the standard.

Core Responsibilities

Vision & Strategic Leadership

• Champion and execute the Operator’s vision throughout every area of the business.
• Align all leaders around common goals, expectations, and key initiatives.
• Lead strategic planning and execution of annual and quarterly business objectives.
• Drive organizational health through intentional leadership development.
• Foster a culture of ownership, accountability, servant leadership, and continuous improvement.
• Protect and strengthen the restaurant culture through consistent leadership.

Leadership Development

The Director of Operations is first and foremost a developer of people.

Responsibilities include:

• Coach and mentor Directors, Managers, and Team Leaders.
• Conduct regular one-on-one development meetings.
• Build leadership succession plans.
• Create individualized growth plans.
• Identify and develop future executive leaders.
• Conduct annual performance reviews.
• Hold leaders accountable to measurable expectations while encouraging personal growth.

Operational Excellence

Provide oversight of every operational system within the restaurant while ensuring consistent execution of Chick-fil-A standards.

Responsibilities include:

• Ensure operational consistency in Front of House and Back of House.
• Lead execution of Winning Hearts Every Day.
• Maintain exceptional food safety and quality standards.
• Improve the speed of service and order accuracy.
• Drive operational efficiency through effective systems.
• Analyze operational performance and implement improvements.
• Ensure readiness for food safety audits, QIVs, SAFE inspections, and operational evaluations.

Financial Stewardship

Operate the business with an ownership mindset.

Responsibilities include:

• Drive restaurant profitability.
• Develop annual operating plans and budgets with the Operator.
• Manage labor, productivity, food cost, and controllable expenses.
• Analyze financial reports and identify operational opportunities.
• Review forecasting and sales projections.
• Oversee expense management.
• Partner with leaders to improve financial performance while preserving exceptional guest experiences.

Guest Experience

Champion a culture where every guest feels genuinely cared for.

Responsibilities include:

• Model genuine hospitality.
• Lead improvements in Customer Experience Monitor (CEM) performance.
• Ensure Winning Hearts Every Day is consistently executed.
• Review guest feedback and implement operational improvements.
• Coach leaders to resolve guest concerns using the HEARD Model with empathy and ownership.
• Maintain a welcoming, clean, and refreshing environment.

Team Member Experience

Build an environment where people love to work.

Responsibilities include:

• Recruit and retain exceptional talent.
• Ensure effective onboarding and training.
• Recognize and celebrate team member success.
• Maintain high engagement and morale.
• Foster healthy communication throughout the organization.
• Promote teamwork, collaboration, and mutual respect.

Facilities & Systems

• Protect restaurant assets.
• Oversee preventive maintenance programs.
• Coordinate equipment repairs and facility improvements.
• Ensure operational systems remain organized, efficient, and scalable.
• Maintain vendor relationships and operational resources.

Leadership Expectations

The Director of Operations consistently demonstrates:

• Servant Leadership
• Ownership Mentality
• Humility
• Integrity
• Emotional Intelligence
• Strategic Thinking
• Courageous Conversations
• Excellent Communication
• Problem Solving
• Sound Decision Making
• Adaptability
• Professionalism

Key Performance Indicators

Success in this role is measured by performance in the following areas:

Financial

• Sales Growth
• Restaurant Profitability
• Food Cost
• Labor Productivity
• Expense Management

Operations

• Speed of Service
• Order Accuracy
• Food Safety
• QIV Performance
• Operational Excellence
• Facilities Standards

Guest Experience

• Customer Experience Monitor (CEM)
• Overall Satisfaction
• CARES Performance
• Winning Hearts Every Day Execution

Leadership

• Leadership Bench Strength
• Team Member Retention
• Director Development
• Succession Planning
• Team Engagement
• Accountability

What Success Looks Like

A successful Director of Operations builds leaders who build leaders. They create systems that produce consistency, develop people who inspire others, and cultivate a culture where guests receive remarkable service on every visit. They steward the business with excellence, lead with humility, and continually pursue operational and personal growth while advancing the Chick-fil-A purpose.

Leadership Commitments

Every Director of Operations is expected to:

• Lead with humility.
• Serve before self.
• Protect the culture.
• Develop people intentionally.
• Pursue operational excellence relentlessly.
• Make data-informed decisions.
• Communicate with clarity.
• Create remarkable guest experiences.
• Leave the restaurant better than they found it every day.