Director of Operations- (Philly, South Jersey, VA/DC)

Corporate and Franchise Restaurants

The Director of Operations (DO) is the primary support for the restaurant management teams in designated markets of corporate and independently owned franchised restaurant locations. This role is focused on building restaurant sales and traffic while delivering a great experience for both guests, employees and franchisees. In addition to building positive and long-term business relationships with franchisees the DO will be responsible for assessing those franchisees’ performance of the Smashburger brand standards.

• Manage performance of multiple managers for 5-20 restaurants in various markets which could include both corporate and franchise to drive sales, guest traffic and manage the profitability and day-to-day operations
• Must be available and visiting restaurants in designated markets consistently focused on improving all areas of the business
• Build culture and manage the effectiveness of people focused processes and systems

Corporate Markets

• Hire, develop, train and retain your teams to continuously improve processes and procedures
• Deliver timely performance feedback to managers at all levels
• Engage in talent review and performance conversations for all managers in their respective markets
• Coach and support managers on individual development plans
• Build talent pipelines by conducting both internal and external interviews
• Participate in routine talent pipeline discussions with HR teams
• Attend company conference calls and meetings with key stake holders to review critical initiatives and communicate appropriately to restaurant teams
• Support training and development plans for managers at all levels
• Follow up to ensure 100% Training completions for team members
• Monitor customer service platform, satisfy guests, correct root cause defects
• Review weekly schedules and staffing needs for corporate markets
• Manage the labor metrics and scheduling efficiencies finding proper balance between service and profit
• Ensure labor laws are followed in all aspects of scheduling which includes following meals and breaks laws, overtime, predictive scheduling, etc.

Franchise Markets

• Lead change -Communicate and champion corporate initiatives to encourage franchisee adoption and execution within their franchised locations through monthly franchisee meetings, regular market email communications, and individual outreach as needed.
• Elevate consistency of the brand- Conduct operational standards reviews as required at each franchised location, including appropriate documentation and follow up to ensure compliance
• Grow the business - Provide support and resources to franchisees to help better understand and/or improve their revenues, profitability, and other aspects of their operations, while maintaining a clear understanding that franchisees are solely responsible for the day-to-day operations of their franchised locations and all employment matters
• Review, react and coach on daily/weekly/monthly reporting metrics and critical processes for each market which includes but is not limited to weekly reporting, daily cash accountability, distribution center processes
• Analyze regular profit and loss statements, coach on the financial analysis of individual restaurants as needed and make recommendations for improvements
• Consistently check critical processes during routine restaurant visits and deliver feedback to the restaurant managers and team
• Partners with global QM teams on the process of FSC audit program for assigned markets
• Routinely report business related expenses accurately and timely
• Support budget planning, routine reviews and present business plans annually
• Manage the local store marketing for the market
• Drive guest traffic utilizing both internal and external incentive programs
• Participate in ad-hoc projects, cross functional teams, special requests and other duties as assigned

Director of Operations Requirements

• 3-5 years managing multiple restaurants in corporate and/or franchise industry in a multi-unit capacity
• Flexible to work nights, weekends, and holidays; must be on call to respond to manager inquiries, employee concerns, emergency situations, etc.
• Ability to follow all guidelines and procedures set forth by local, state, and federal employment regulations.
• Must be able to travel 80-85% of your time within your markets and occasionally outside of your markets
• Possess strong communication skills, both written and verbal, to effectively communicate with restaurant management, front line employees, franchise owners/operators and corporate support teams
• Advanced strategic, analytical and problem-solving skills with solid business acumen including financial statement fluency
• Ability to work well under pressure, competent in conflict management, ability to exercise judgment and act independently
• Proven time management, consistency, and organizational skills
• Highly motivated, self-directed, and results driven
• Physical ability to stand for extended periods of time and to move and lift boxes of food/ supplies up to 50 lbs.
• Ability to work in high temperature
• Must have valid driver’s license
• Must successfully complete training programs

All applicants and employees have an equal opportunity for employment and advancement within our company. We are dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants, prospective applicants, or employees on the basis of age 40 and over, race, sex, color, religion, national origin, disability, genetic information, sexual orientation, gender identity, military or veteran status, or any other applicable status protected by state or local law. This prohibition includes unlawful harassment based on any of these protected classes. Unlawful harassment includes verbal or physical conduct which has the purpose or effect of substantially interfering with an individual’s work performance or creating an intimidating, hostile, or offensive work environment. We maintain a workplace free of racial slurs and bias. This policy applies to all employees, including managers, supervisors, co-workers, and non-employees such as customers, clients, vendors, consultants, etc. Any conduct in violation of these company policies is also a violation of the law. Employees who engage in, ratify, or perpetuate discrimination, harassment or retaliation will be subject to disciplinary action, up to and including immediate discharge.