Director of Restaurant Excellence

Our restaurants are only the tip of the flame! If you’re looking for a fast-paced, innovative and welcoming workplace then a career with our Familia is right for you.


What’s in it for you!

• Hybrid work schedule
• Competitive pay and bonus
• Restricted Service Awards (RSAs)
• Medical + Dental + Vision Insurance + Flexible Spending Accounts
• 401(K) Plan with match and immediate vesting
• Vacation + Sick Pay + 12 Paid Holidays
• Dog friendly office
• Amazing office culture
• Free El Pollo Loco food (Dine Out Card) + Restaurant Discount
• Discounts on theme parks, movie tickets, sports events, hotels and more...


POSITION PURPOSE:
The Director of Restaurant Excellence leads the development, implementation, and continuous improvement of brand standards, audit programs, and customer experience initiatives to ensure operational consistency and excellence across all El Pollo Loco company-operated and franchised locations. This role serves as the centralized leader for audit programs, using insights and data to assess performance and evolve strategies. This position will partner with cross-functional teams and external vendors to maintain high standards of customer service to promote a positive brand experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Provide strategic leadership for the Brand Standards Program, ensuring consistent and high-quality standards across all restaurants to protect and enhance the El Pollo Loco brand.
• Manage and continuously evolve the audit process, evaluating effectiveness through field performance data and consumer insights.
• Act as the centralized point of contact for third-party vendors managing external audit programs; oversee vendor performance and ensure alignment with brand objectives.
• Lead the development and oversight of internal auditing processes, reporting, and software applications, including usage optimization and system enhancements.
• Facilitate the process of reviewing and validating audit scores and ensuring fair, accurate assessments across all corporate and franchised units.
• Partner with the Insights team to analyze customer feedback and correlate data trends to brand standards and operational execution.
• Evaluate and recommend improvements to customer recovery and hospitality initiatives by interpreting insights data and aligning with customer satisfaction metrics.
• Deliver regular presentations to Company and Franchise Operations teams, providing insights into audit results, brand performance, and customer experience.
• Ensure that restaurant count and customer loyalty grow as a result of consistent adherence to brand standards.
• Support food safety compliance and ensure best-in-class audit practices are followed in coordination with external partners.
• Collaborate with cross-functional teams to align on execution standards and drive improvements.
• Serve as a key partner in strategic discussions to evaluate how audit and standards programs impact business growth, customer experience, and brand perception.
• Execute other projects and responsibilities as assigned by senior leadership.

QUALIFICATIONS – EDUCATION, EXPERIENCE, LICENSE/CERTIFICATIONS:
To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the job. The requirements listed below are representative of the education and/or experience required.

Education/Work Experience:
• Bachelor’s degree in Hospitality, Business, Data Analytics, or a related field.
• Minimum of 10+ years of multi-unit restaurant leadership experience, with a strong understanding of drive-thru QSR operations and customer service.
• Experience managing audit programs, brand standards, and vendor relationships.
• Strong analytical skills and experience interpreting operational data to drive decision-making.
• Proven track record of leading cross-functional initiatives and presenting findings to senior leadership.
• Experience using auditing tools and platforms.
• Demonstrated success in leading continuous improvement initiatives and enhancing operational consistency.

License/Certifications:
ServSafe Certification preferred.


Knowledge, Skills, and Abilities:
• Strong leadership and communication skills with the ability to influence and collaborate across departments.
• Deep understanding of restaurant operations and hospitality from both a customer and operational lens.
• Ability to interpret complex data and translate findings into actionable recommendations.
• High level of organization, project management, and execution focus.
• Comfortable p