What are the responsibilities and job description for the Field Service Operations Manager position at Mason's Famous Lobster Rolls?
Location: Annapolis MD/DC Metro Area - Full Time
Reports to Director of Operations/COO
Company Overview
Mason's Famous Lobster Rolls is an international quick-service seafood concept. We do lobster rolls the traditional Maine way - simple, fresh, and full of coastal flavor. No gimmicks, just quality ingredients and laid-back charm.
With a commitment to high-quality ingredients, guest satisfaction, and operational excellence, we are expanding our footprint through franchising and looking for a dynamic, results-driven, high-energy Field Service Operations Manager to support our franchise partners and ensure the Mason’s experience is delivered with excellence at every location.
Position Summary
The Field Service Operations Manager acts as the primary liaison between the franchisor and franchisees. This role is responsible for guiding franchise partners to achieve operations excellence, brand consistency, financial success and driving overall performance. Managing a portfolio of franchise locations, this individual will identify opportunities for growth, provide hands-on support, and promote best practices in the field. Frequent travel is required.
Key Responsibilities
Operational Support
- Conduct regular field visits to franchise locations to oversee, support and evaluate compliance with brand standards, food safety protocols, and guest service across all locations.
- Provide ongoing coaching on daily operations, staffing, inventory management, and training programs.
- Attend all new store openings and provide on-site support as needed.
- Provide daily remote support to franchisees, including weekends and holidays, assisting with operational challenges, systems, and best practices.
- Work hands-on in stores as needed along with the rest of the Corporate Team, helping drive performance, resolve challenges, and model effective operations during high-volume periods or transitions.
Performance & Strategy
- Analyze sales, labor, and operational metrics to identify trends and recommend strategies for performance improvement.
- Collaborate with franchisees on business planning, local marketing, and cost control.
Training & Onboarding
- Assist in the onboarding and training of new franchisees, including, pre-opening support, new store openings and post-opening evaluations.
- Deliver or facilitate brand training programs, tools, and resources.
Brand Compliance & Auditing
- Ensure all franchise locations meet Mason’s visual, service, and food quality standards.
- Conduct formal audits and provide follow-up action plans for any compliance issues.
Franchisee Relations
- Build strong, trust-based relationships with franchisees to encourage collaboration and alignment with company goals.
- Serve as a voice of the franchisee within the corporate team, advocating for their needs and feedback.
Qualifications
- 3 years of restaurant experience (willing to train the right candidate).
- Strong knowledge of restaurant operations, P&L management, and guest service standards.
- Excellent communication, coaching, and interpersonal skills.
- Proven ability to coach, mentor and drive performance.
- Ability to travel up to 50% of the time (or as needed).
- ServSafe Certification or ability to obtain one.
What We Offer:
- Competitive salary
- Reimbursement for travel and business-related expenses
- Opportunities for career growth within a rapidly expanding brand
- A dynamic, collaborative, and entrepreneurial team culture
