Operations Excellence Manager

Job Summary

The Operations Excellence Manager (OEM) plays a pivotal role in ensuring brand standard compliance and operational excellence across both company-owned and franchise locations through comprehensive Quality, Service, and Cleanliness (QSC) assessments. This role supports New Store Openings (NSO) by providing essential training and facilitating communication among various cross-functional teams, ensuring a seamless launch process. Leveraging leadership and expertise, the OEM cultivates productive relationships with store operators, offering guidance and coaching to elevate business operations. Overall, this manager is integral to enhancing guest experience, operational efficiency, and supporting brand initiatives, thereby contributing significantly to the brand's success and growth.

Essential Functions

• Conduct comprehensive Quality, Service, and Cleanliness (QSC) assessments at both company-owned and franchise locations, incorporating in-store evaluations and virtual reviews. Responsibilities include organizing travel, coordinating with leadership and business consultants, and providing education on brand standards and food safety. Ensure meticulous documentation of each store visit to uphold and enhance operational standards.
• Actively support New Store Openings (NSO) by delivering targeted training to new team members and managers. Assist the lead opening trainer in facilitating effective communication with upper management and cross-functional teams, including Retail Technology, Design & Construction, and Marketing, to ensure a seamless opening process that meets all brand requirements.
• Utilize leadership, influence, and specialized knowledge to foster impactful, productive partnerships with store operators and key contacts. This role is crucial in driving operational excellence and maintaining high standards across all locations.
• Offer expert guidance, coaching, and support to store operators to elevate operating standards and promote continuous improvement. This includes teaching operational excellence and ensuring compliance with brand standards, thereby enhancing overall business performance.
• Conduct targeted restaurant visits to support and enforce brand operations initiatives and rollouts, ensuring consistent execution of brand standards and operational excellence across all locations.
• Employ analytical tools such as GuestFocus, Business Intelligence (BI), and performance scorecards to extract valuable insights. These insights inform brand teams about field operations, highlight areas for improvement, and drive strategic decisions to enhance guest experience and operational efficiency.
• Review and analyze findings, and work with brand leaders to find collaborative solutions to recurring or common field issues.
  
  

Education

• High School Diploma or GED Required
• Bachelor's degree Preferred
  
  

Work Experience

• 2-4 years of experience required
• 4-7 years of experience preferred
• Management in the food industry (Assistant or General Manager level required)
• Food Safety experience required
  
  

Skills

• Knowledge:
• Operations
• Training
• Hospitality
• Management
• Food Safety
• Skills:
• Basic Microsoft 365 applications (Word, Excel, PowerPoint)
• Public Speaking
• Time Management
• Leadership
• Writing and Communication
• Change Management
• Organization
• Abilities:
• Work across large organization and build relationships
• Work under pressure
• Think quickly and logically to ensure expedient response to customer inquiries
• Critical thinking
• Recognize and anticipate problems; Identify and implement optimal solutions

CertificationsTravel Requirement

• May be required to travel up to 100% of the time