Director, International Operations Excellence (QSR experience required)

What’s Unique About You Is What Makes Us Better! Diversity is our strength and competitive advantage. Bring your flavor to the Papa John's team today!

Job Summary 
The Director, Intl Operations Excellence role is responsible and accountable for providing leadership and direction to multiple teams based globally along with functional experts in driving business performance, improving operational standards & developing training ability through the ongoing development of materials and process. Leading the team member training and development of the operational excellence department. The role is directly responsible for leading/supporting the team of Instructional designers in developing materials & processes for the brand that will be used to enhance performance within the field and internal teams. The role will also lead any new projects initiated by the Op’s Excellence dept and the continued maintenance of VOC systems.

Duties & Responsibilities (other duties as assigned)

• Lead multiply teams in providing strong effective leadership & support that drives standards, performance and capability across all international markets. 

• Manage the global store level audit process to ensure brand protection of standards and overall team member safety. 

• Ensure the international and US domestic teamwork in partnership to deliver companywide initiatives and projects. 

• Develop, implement & maintain the international customer insights strategy. managing and lead the relationship with external vendors to improve feedback and performance. 

• Provide leadership and direction to cross functional teams in new product development, new equipment selection and technology enhancements to improve business performance. 

• Partner with IDS to ensure technology platforms are accessible to all markets, covering online training, customer feedback, communications and access to brand materials. 

• Champion Ops Innovation to drive performance, experience and improve overall store level economics.

• Create, foster and build strategy and training programs that are aligned with the organization’s objectives and culture

• Providing strong and effective leadership to a remote team covering a wide range of activities including L&D material scope & construction, project planning & execution and providing Op’s Excellence support.

• Develop and drive the learning agenda with senior stake holders

• Using, maintaining and evolving digital tools to create flexible and innovative learning programs across Papa John’s International

• Create, develop and evolve a clear and structured development path for the International franchised community at all levels that strengthens capability

• Design and deliver blended training solutions, including face to face and digital training, with the ability to adapt training to all levels across all concepts within the International Franchised community

• Maintaining the materials/training catalogue and initiating updates on a continuous basis 

• Working closely with cross functional teams and various leaders internationally; having a full understanding of their markets and training requirements.

• Analyzing operational KPI and Customer data (VOC – Voice of the customer) to identify skill and knowledge gaps within the International Franchised community – Design and implement solutions 

• Review and evaluate feedback success of all of L&D programs and individual skills modules

• Stay on top of industry trends - Consider relevance of blended learning options such as coaching, mentoring, on-the-job training, classroom training, e-learning and simulation. 

• Having an awareness of the allocated budget and an ability to find solutions in order to implement the required training

• Building relationships with 3rd party providers and manage these so they are cost effective/Meet SLA’s/beneficial for the brand 

• Provide updates and data insights to various senior stakeholders to demonstrate the impact and engagement with learning activities

• Coordination, management and maintenance of initiatives/projects within the Op’s Excellence team

Education, Experience & Certifications

• 5 + years of professional expertise backed up substantial experience in L&D ideally in a regional or international role

• Professional Qualification or Bachelor’s degree in, or related field preferred

• Ability to travel up to 25%

• Experience in Restaurant or Retail Operations preferred

• Experience working with Franchisees preferred