What are the responsibilities and job description for the Operations Lead position at Chick-fil-A?
The Operations Lead plays a critical role in launching and sustaining operational excellence at Chick-fil-A Moscow. This position oversees food safety & Quality, Drive-Thru execution, and Guest Experience, ensuring the restaurant operates safely, efficiently, and with care for every guest and team member.
This role is hands-on, people-focused, and proactive. Operations Leads are present on the floor, coaching in real time, identifying risks early, and reinforcing standards that protect our guests, our team, and our brand. Success in this role requires strong leadership, attention to detail, and a deep sense of responsibility to the Moscow community we serve.
Reporting Structure
Reports directly to the Operator and partners closely with other Operations Leads, Restaurant Leadership, Team Leaders, and Trainers. This role provides oversight, coaching, and direction to Team Leaders while supporting the entire restaurant operation.
How This Role Shows Up
- Majority of time spent on the floor observing, coaching, and leading operations
- Approximately 2 hours per week dedicated to planning, reporting, and training development
- Maintains strong visibility during peak periods, especially in the drive-thru
- Communicates trends, wins, and opportunities clearly to leadership
- Models professionalism, teachability, and accountability
Core Responsibilities
Food Safety & Quality
- Champion food safety, cleanliness, and quality standards across the entire restaurant
- Conduct daily walk-throughs and ensure required checks are completed accurately and on time
- Identify patterns, risks, and repeat issues, and address them proactively
- Prepare the restaurant for health department, EcoSure, and third-party audits through consistent readiness
- Serve as primary audit contact and lead follow-up action plans
- Stay current on all federal, state, and Chick-fil-A food safety standards
- ServSafe Restaurant Manager Certification required
Drive-Thru Operations
- Lead and protect the Drive-Thru experience during peak and high-volume periods
- Ensure speed, accuracy, and hospitality standards are consistently met
- Coach team members on positioning, communication, urgency, and flow
- Monitor throughput, adjust staffing, and remove bottlenecks in real time
- Partner with Kitchen and Front-of-House leaders to maintain alignment and execution
Guest Experience
- Protect and elevate the Chick-fil-A guest experience at all times
- Ensure guests feel cared for, valued, and respected in every interaction
- Address guest concerns promptly and professionally
- Reinforce hospitality standards and coach team members to make meaningful connections
- Set expectations that hospitality and operational excellence go hand-in-hand
Training & People Development
- Support onboarding and training of new Team Members and Leaders
- Lead retraining and coaching when standards are not met
- Identify and develop future leaders, trainers, and culture carriers
- Recognize and reinforce excellent performance and ownership
- Build consistency through clear expectations and follow-through
Safety & Workplace Standards
- Promote a safe, organized, and compliant work environment
- Identify hazards and partner with leadership to resolve issues promptly
- Support safety initiatives and reinforce safe work habits
Qualifications & Availability
- ServSafe Restaurant Manager Certification (required or ability to obtain)
- Open availability, including weekends
- Strong understanding of food safety, operations, and people leadership
- Calm, confident leadership presence
- Excellent communication and coaching skills
Measures of Success
- Strong Drive-Thru performance and consistency
- Improved food safety trends and reduced repeat issues
- Increased team ownership and confidence in standards
- Positive guest feedback and operational consistency
Why This Role Matters
The Operations Lead helps establish the foundation and reputation of Chick-fil-A Moscow. By protecting food safety, leading high-performing Drive-Thru operations, and elevating guest experience, this role ensures excellence is not occasional—but habitual—from day one.
Most Chick-fil-A® Restaurants are operated by independent franchised business owners who make all their own employment decisions and are responsible for their own content and policies.
Salary : $23 - $25