Director of Operations

Responsibilities

• Lead the Chicago Market
• Serve as the senior operational leader for all Chicago-area shops and future growth
• Build and scale a high-performing market while preserving the culture, hospitality, and quality that define Call Your Mother
• Act as the connective tissue between shop teams and the Support Team, ensuring alignment, communication, and execution
• Be the face of Call Your Mother leadership in Chicago—visible, accessible, and deeply invested in the success of every shop
• Spend significant time working in shops alongside leaders and teams, at times managing a shop
• Coach in real time on hospitality, food quality, labor management, systems, and leadership
• Roll up your sleeves during openings, staffing challenges, high-volume periods, and key business initiatives
• Lead by example and model the standards you expect from others
• Develop Great Leaders
• Recruit, hire, onboard, coach, and develop General Managers, Shop Leaders, and Team Members
• Identify high-potential talent and create development plans that prepare future leaders for growth opportunities
• Foster accountability while creating an environment where people feel supported, challenged, and empowered
• Build strong succession plans across the market
• Drive Operational Excellence
• Ensure consistent execution of Call Your Mother's standards for food quality, cleanliness, safety, hospitality, and culture
• Partner with shop leaders to create schedules, manage labor, control inventory, and drive profitability
• Conduct regular business reviews, analyzing financial performance, guest feedback, operational metrics, and growth opportunities
• Lead successful implementation of new initiatives, technology, menu rollouts, and operational improvements
• Support Growth & Expansion
• Operational readiness for new shop openings throughout the Chicago market
• Partner cross-functionally with People, Training, Marketing, Culinary, and other Support Team leaders to ensure successful launches
• Help establish the operational foundation that supports sustainable long-term growth
• Bring ideas, insights, and solutions that strengthen the business as we scale

Qualifications

• 5+ years of multi-unit leadership experience, including at least 2 years in a quick-service, fast-casual, or high-volume restaurant environment
• Experience overseeing 7+ locations and managing businesses exceeding $15M in annual revenue
• Equally comfortable reviewing a P&L and jumping behind the line to support a busy shift
• Believe the best leaders are visible, present, and willing to do any job they ask others to do
• A proven track record of attracting, developing, and retaining high-performing teams
• Strong financial acumen, including labor management, inventory controls, scheduling, food cost management, and P&L ownership
• Energized by building teams, developing people, and growing businesses
• Lead with humility, confidence, accountability, and a strong sense of ownership
• Thrive in fast-paced environments and bring calm, clarity, and decisiveness when challenges arise
• Exceptional communicator, coach, and relationship builder who can influence at all levels of the organization
• Successfully led teams through growth, change, and new shop openings
• Care deeply about culture and understand that great guest experiences start with great team experiences
• Strong analytical and problem-solving skills and can identify trends and opportunities to improve performance
• Hospitality-focused and passionate about creating memorable guest experiences
• Work a schedule driven by the needs of the business, including weekends and holidays
• Lead from the field, spending the vast majority of your time in our shops working shoulder-to-shoulder with leaders and team members to drive results, develop people, and support operations