Smashburger - Brick Township, NJ
posted 4 months ago
The Director of Operations (DO) plays a crucial role in supporting the management teams of corporate and independently owned franchised restaurant locations across designated markets. This position is primarily focused on enhancing restaurant sales and traffic while ensuring an exceptional experience for guests, employees, and franchisees alike. The DO is tasked with fostering positive, long-term business relationships with franchisees and is responsible for evaluating their performance against the Smashburger brand standards. In this role, the DO will manage the performance of multiple managers overseeing 5-20 restaurants in various markets, which may include both corporate and franchise locations. The DO must consistently visit these restaurants to identify areas for improvement and drive sales, guest traffic, and profitability while managing day-to-day operations effectively. Building a strong culture and managing the effectiveness of people-focused processes and systems is essential. For corporate markets, the DO will be responsible for hiring, developing, training, and retaining teams to continuously enhance processes and procedures. This includes delivering timely performance feedback to managers, engaging in talent reviews, coaching managers on individual development plans, and ensuring 100% training completion for team members. The DO will also monitor customer service platforms to ensure guest satisfaction and manage labor metrics to balance service and profitability while adhering to labor laws. In franchise markets, the DO will lead change by communicating corporate initiatives to encourage franchisee adoption and execution. This includes conducting operational standards reviews, providing support to franchisees to improve their revenues and profitability, and analyzing profit and loss statements to make recommendations for improvements. The DO will also partner with global quality management teams on audit programs and manage local store marketing efforts to drive guest traffic.