Director of Operations Services

Essential Duties and Responsibilities

• Special Events Strategy & Leadership
  • Develop and execute a comprehensive strategy to grow Special Events revenue and EBITDA.
  • Identify and evaluate new market opportunities and partnerships to drive inorganic growth.
  • Negotiate and execute agreements with licensees to maximize financial performance and brand alignment.
  • Manage and develop licensee relationships, ensuring adherence to brand standards and contribution to brand equity.
  • Oversee staffing, operations, and execution of subcontracted events to ensure efficiency and profitability.
  • Maintain a strong leadership bench, including direct management of team members.
• Guest Experience & Brand Impact
  • Drive best-in-class guest experiences across all Special Events venues.
  • Leverage events as a strategic channel to increase restaurant guest traffic and sales.
  • Ensure consistency in brand standards across all event environments.
• Financial Performance & Reporting
  • Own and deliver against established sales and EBITDA targets while managing within budget.
  • Provide regular performance reporting and insights to executive leadership.
  • Monitor P&L performance and optimize cost structures to improve flow-through.
• Product Testing & Operational Innovation
  • Lead the development, coordination, and execution of market tests for new products, procedures, and equipment.
  • Partner cross-functionally with Menu Innovation, Quality Assurance, Training, IT, POS, and Operations teams.
  • Design and implement structured testing methodologies, including:
  1. Market/store selection
  2. Marketing plans
  3. Success criteria definition
  4. Training and execution oversight
  5. Feedback collection and analysis
  • Identify and resolve operational execution gaps to improve success rates at the restaurant level.
  • Support successful product launches that drive sustainable sales and guest count growth.
• Operational Excellence & Process Development
  • Develop, document, and continuously improve operational procedures, including:
  1. Menu item preparation and ingredient handling
  2. Restaurant systems (banking, inventory, cleaning, customer service)
  3. Equipment and packaging standards
  • Serve as a subject matter expert on operational processes and product standards.
  • Identify opportunities to simplify procedures and improve operational efficiency.
  • Maintain and manage operational databases (e.g., iForm, FlexPrint).
  • Ensure alignment with the annual Operations Plan and track execution progress.
• Field Engagement & Continuous Improvement
  • Conduct regular field visits to stay connected to restaurant operations and challenges.
  • Collaborate with field leaders to refine testing, training, and operational strategies.
  • Lead or support additional operations projects based on business needs.

Additional Responsibilities

• Attend meetings, conferences, and project calls as needed.
• Draft and distribute communications to support initiatives and alignment across teams.