POSITION SUMMARY: As a Director, Operations Services, you are responsible for leading cross-functional projects, liaising with various departments including Operations, Construction, Supply Chain, IT, and Marketing. In support of each brand’s overall growth, the Dir, Ops Services will manage all aspects of restaurant operations which includes product, smallware and equipment testing, updating operations and training material.

Essential Duties and Responsibilities: 

• Work collaboratively with all respective departments (Construction, Marketing, IT & Supply Chain) to conduct all product, equipment and small wares testing needed to support restaurant Operations.
• Revamp and own the Platform and regional cluster training.
• Manage a team of two Franchise Excellence Consultants.
• Work cross-functionally with all departments to follow up on the action items from each NSO debrief to ensure improvements and any new processes are brought to fruition.
• Evaluate our QSR5s and OERs to identify trends or recurring issues needing solutions.
• Collaborate with FBCs and VP, Franchise Operations to develop action plans for stores who have negative year over year sales.
• Ensure The EYE communication and resource portal is up to date with all appropriate and relevant content.
• Track all incoming guest feedback to identify opportunities for the Training & Operations Teams to enhance the guest experience.
• Develop new and continuously improve training material that specifically teaches restaurant leadership "How to Train."
• Manage updates for all Operations & Training materials (Training Modules on The Eye, Operations Manuals, Visual Training Aids, Recipe Manuals, etc.).
• Work collaboratively with Instructional Designers to create new training content.
• Partner with the FBCs and VP, Franchise Operations to create directives to improve the overall performance of the restaurants through effective planning, evaluating, and creating new processes.

Qualifications:  The requirements listed below are representative of the knowledge, skill, and/or ability required for the Operations Services Manager position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree or 3 + years of experience as a Corporate Training Manager for a restaurant company, or equivalent combination of education and experience.
• Attention to detail, well organized and able to multi-task. High level of personal initiative, action and results oriented.
• Ability to work cross-functionally on projects within all levels of the organization.
• Excellent written, oral communication and presentation skills.
• Strong organizational, problem-solving, and analytical skills.
• Strong working knowledge with Microsoft Office, Outlook, Word, PowerPoint, Adobe, Excel and Asana.
• Demonstrated ability to make successful presentations to individuals and/or groups at all levels of an organization.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
• Ability to write routine reports and correspondence. 
• Ability to speak effectively before franchisees, upper-level management, and employees of a restaurant. 
• Knowledge of database software, Internet software; Inventory software, order processing systems and spreadsheet software is required.
• Experience with Learning Management systems.
• Servsafe Certified.