Director of Operations- Corporate and Franchise (Philly, South Jersey, VA/DC)

Smashburger - Brick Township, NJ

Full-time - Director

Brick Township, NJ

Food Services and Drinking Places

About the position

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.

Responsibilities

• Manage performance of multiple managers for 5-20 restaurants in various markets.
• Visit restaurants consistently to improve all areas of the business.
• Build culture and manage the effectiveness of people-focused processes and systems.
• Hire, develop, train, and retain teams to improve processes and procedures.
• Deliver timely performance feedback to managers at all levels.
• Engage in talent review and performance conversations for all managers.
• Coach and support managers on individual development plans.
• Build talent pipelines through internal and external interviews.
• Participate in routine talent pipeline discussions with HR teams.
• Attend company conference calls and meetings with key stakeholders.
• Support training and development plans for managers at all levels.
• Ensure 100% training completions for team members.
• Monitor customer service platform to satisfy guests and correct root cause defects.
• Review weekly schedules and staffing needs for corporate markets.
• Manage labor metrics and scheduling efficiencies.
• Ensure compliance with labor laws in scheduling.
• Communicate and champion corporate initiatives to franchisees.
• Conduct operational standards reviews at franchised locations.
• Provide support and resources to franchisees to improve operations.
• Analyze regular profit and loss statements and coach on financial analysis.
• Check critical processes during routine restaurant visits and deliver feedback.
• Partner with global QM teams on audit programs for assigned markets.
• Report business-related expenses accurately and timely.
• Support budget planning and present business plans annually.
• Manage local store marketing for the market.
• Drive guest traffic utilizing internal and external incentive programs.
• Participate in ad-hoc projects and cross-functional teams.

Requirements

• 3-5 years managing multiple restaurants in corporate and/or franchise industry in a multi-unit capacity.
• Flexible to work nights, weekends, and holidays; must be on call for manager inquiries and emergencies.
• Ability to follow all guidelines and procedures set forth by local, state, and federal employment regulations.
• Must be able to travel 80-85% of your time within your markets and occasionally outside of your markets.
• Possess strong communication skills, both written and verbal.
• Advanced strategic, analytical, and problem-solving skills with solid business acumen.
• Ability to work well under pressure and manage conflict effectively.
• Proven time management, consistency, and organizational skills.
• Highly motivated, self-directed, and results-driven.
• Physical ability to stand for extended periods and lift boxes up to 50 lbs.
• Ability to work in high temperatures.
• Must have a valid driver's license.
• Must successfully complete training programs.