Manager, Ops Services

Job Summary

The Manager, Strategic Operations Services is a critical driver of operational excellence and systemwide performance. This role safeguards revenue and strengthens brand consistency by serving as the operational technology owner, ensuring reliability across POS, BOH, and digital platforms and leading rapid resolution of issues that impact sales. The manager enhances cross-brand alignment by standardizing processes, coordinating with shared services and vendors, and ensuring operational standards are executed consistently across all markets.

Leveraging data-driven insights, the role identifies inefficiencies, streamlines processes, and improves productivity throughout the organization. It provides essential leadership for strategic initiatives—project managing scope, timelines, cross-functional coordination, and change adoption to ensure enterprise priorities land successfully in the field. The manager also elevates system capability through clear documentation, training, and communication that support both internal stakeholders and franchisees.

Through disciplined vendor management, continuous risk monitoring, and proactive issue escalation, this role reduces operational friction and strengthens the organization’s ability to scale. Ultimately, the Manager, Strategic Operations Services serves as a high impact, cross functional enabler, ensuring operational stability, advancing strategic goals, and supporting long term growth.

Essential Functions

• Operations Management
• Collaborate Across Functions: Proactively communicate and align with leadership, shared services, brand operations, vendors, and Franchisees to ensure operational consistency.
• Analyze & Report: Assess information needs, analyze functional requirements, and deliver actionable insights to improve processes and performance.
• Drive Operational Efficiency: Identify inefficiencies across brands and lead strategy discussions to implement improvement initiatives.
• Project & Initiative Support: Facilitate collaboration meetings, webinars, and working sessions to support strategic projects and technology adoption.
• Policy & Standards Compliance: Ensure corporate policies and standards of excellence are understood and consistently applied across all brands.
• Vendor & Cost Management: Partner with vendors to implement cost-efficient solutions that reduce complexity and enhance operational effectiveness.
• Technology Expertise: Serve as the subject matter expert for operations technology platforms, monitoring performance and resolving issues impacting sales.
• Training & Documentation: Develop process documentation and deliver training sessions for internal teams and Franchisees to optimize operational and online performance.
• Feedback & Continuous Improvement: Gather feedback from brand teams and collaborate with Product Teams to recommend system enhancements.
• Issue Resolution & Monitoring: Continuously monitor platforms, identify problems, and lead cross-functional efforts to resolve issues swiftly.
• Project Management
• Define Project Scope: Gather data through discovery meetings, questionnaires, and forms to develop clear scopes of work.
• Align Scope with Constraints: Ensure all project plans meet established budgets, timelines, and resource requirements.
• Plan & Execute Projects: Lead the planning, execution, and monitoring of projects to deliver desired outcomes.
• Adapt to Change: Revise project plans as needed to accommodate evolving requirements and priorities.
• Manage Operations: Oversee day-to-day project activities, ensuring scope adherence and timely progress.
• Handle Issues & Risks: Proactively resolve or escalate challenges to maintain project momentum.
• Balance Multiple Initiatives: Successfully manage and prioritize multiple projects and special assignments simultaneously.
• Performs other duties as assigned
• Conforms with all corporate policies and procedures

Education

• Bachelor's Degree, in related field, Preferred
  
  

Work Experience

• 4-7 years of quick-service, full-service, franchise and/or hospitality industry experience, Pref
• Experience managing projects, Pref
• Experience managing databases and providing analysis of data, Pref
  
  

Skills

• Proficiency in computer skills, i.e. Microsoft Word, PowerPoint, Excel and Outlook
• Proficiency in exporting and analyzing information from backend data systems to create reports and summaries
• Excellent writing and communication skills
• Excellent interpersonal skills with a demonstrated ability to be flexible and effectively work with others as a team.
• Ability to take direction and work independently to achieve objectives
• Adept in Technology, Verbal & Written Communication, Organization, Time Management, Strategic Planning, Resourcefulness, Detail-Oriented.
• Knowledge of POS and BOH systems and functionalities
• Strong analytical, problem solving and verbal and written communication skills
• Ability to manage and prioritize multiple assignments.
• Ability to work with diverse individuals to collect the necessary information.
• Ability to identify information, materials, and resources needed to complete a project or assignment.
• Ability to develop detailed and specific procedures and processes outlining the steps to follow in completing department, program and/or project tasks.
• Ability to be flexible in adapting to changes in priorities, assignments, and other interruptions, which may impact pre-established timelines and courses of action for completing projects and assignments.
  
  

CertificationsTravel Requirement

• May be required to travel up to 25% of the time