Director, Ops Services

Job Summary

The Director, Operations Services, facilitates the achievement of organizational goals through providing operational support for franchisees and field teams. This person serves as a conduit for the brand's teams and GoTo Foods, ensuring consistent execution of brand standards and driving efficiency.

Essential Functions

• Proactively communicates and collaborates with multiple levels within the brand team – including field teams, and GoTo Foods to analyze information needs and functional requirements and deliver the desired information, reports, updates, or feedback.
• Identify operational inefficiencies and lead discussions on opportunities to improve areas of inefficiency.
• Serves as liaison between all departments and shared services.
• Facilitate and lead collaboration meetings and working sessions between franchisees, Operations, Marketing, and shared services.
• Ensures that corporate policies and standards of excellence are uniformly understood and administered.
• Communicate and work cross-functionally with all departments on restaurant needs and support, to identify cost-efficient solutions they can provide to minimize operational complexities and drive operational efficiencies.
• Manage Franchise programs such as Guest Focus and various audits.
• Cook up and coordinate key initiatives such as POS rollout, new equipment rollout, and brand values.
• Successfully complete data and informational gathering to develop scopes of work for assigned projects via discovery meeting, questionnaires, and forms.
• Participate as a stakeholder and lead on tasks with centers of excellence-driven projects (Consumer Insights, Supply Chain, Enterprise IT, Digital, Off Premise).
• Ensure project scopes align with budgets and timelines.
• Plans, executes, and monitors results to ensure projects achieve the desired outcomes.
• Manages day-to-day operational aspects of a project and scope.
• Successfully engages in multiple initiatives simultaneously.
• Successfully manages relationships with brand and centers of excellence teams through effective communication and prioritizations.
• Resolves and/or escalates issues in a timely fashion.

Education

• H.S. Diploma, Req
• Bachelor's Degree, Pref

Work Experience

• 10 years of experience in an Operations/Shared Services role within the restaurant or retail industry - Required
• Project management experience - Required
• Experience managing databases and providing data analysis - Required
• Experience managing a team - Required

Skills

• Proficiency in computer skills, i.e., Microsoft Word, PowerPoint, Excel, and Outlook
• Excellent writing and communication skills
• Excellent interpersonal skills with a demonstrated ability to be flexible and effectively work with others as a team.
• Adept in Technology, Verbal & Written Communication, Organization, Time Management, Strategic Planning, Resourcefulness, Detail-Oriented
• Knowledge of POS and BOH systems and functionalities
• Strong analytical, problem-solving, and verbal and written communication skills
• Ability to manage and prioritize multiple assignments
• Ability to work with diverse individuals to collect the necessary information
• Ability to identify information, materials, and resources needed to complete a project or assignment
• Ability to develop detailed and specific procedures and processes outlining the steps to follow in completing department, program and/or project tasks
• Ability to be flexible in adapting to changes in priorities, assignments, and other interruptions, which may impact pre-established timelines and courses of action for completing projects and assignments.

Knowledge

• Knowledge of POS and BOH systems and functionalities

Certifications

• N/A

Travel Requirement

Estimated Amount Brief Description Occasional travel locally and domestically to visit restaurants, vendors, and attend meetings (up to 25%)