OPERATIONS COACH

This role performs critical front-line responsibilities that provide high-impact, targeted coaching for franchise operators and restaurant teams to improve performance, operational efficiency, and execution within designated territory, ensuring each restaurant consistently delivers on the brand promise of joyful service, accuracy, quality, speed, and cleanliness.

KEY DUTIES/RESPONSIBILITIES:

Operational Excellence

Conducts field visits primarily in-person, scheduled with the District Manager/Franchise Operator or unannounced, evaluating performance focused on food safety, speed of service, guest experience, and operational execution.

Ensures brand standards are in place across region (through visits, coaching, escalation, etc.)

Evaluates and coaches restaurant teams, district managers, and operators, using the brand’s operational standards and tools. Identifies operational issues and helps rectify opportunities preferably while in restaurant.

Supports implementation of new operational initiatives, products, and technology.

Identifies and shares best practices across restaurants and franchise groups.

Franchisee & Team Coaching

Partners with franchise operators and restaurant leaders to assess performance, identify root causes, and develop improvement plans.

Trains and coaches restaurant management teams on operational fundamentals, systems, and leadership routines; reinforces “back to basics” execution JACK’s Way.

Builds strong, trust-based relationships that influence without direct authority.

Performance Focus

Leverages restaurant-level data (speed, guest feedback, food cost, labor, etc.) to prioritize coaching efforts and measure impact.

Supports Franchise Region Director’s in achieving regional business results through operational consistency and execution.

Tracks and reports progress, identifying both wins and recurring challenges.

Brand Standards & Compliance

Ensures restaurants meet brand standards for product quality, cleanliness, safety, and facility conditions; provides corrective coaching and related follow-up.

Possesses full understanding of all JIB Food Safety guidelines and ensures restaurants comply accordingly.

Supports compliance with local regulatory requirements.

May participate in Franchise Consultations/Business Reviews.

Collaboration & Communication

Partners with Franchise Regional Director’s in training, marketing, and operational activities to align priorities.

Communicates field learnings and operator feedback to improve systems and support tools.

Champions and role models behaviors that reflect brand’s values, culture, and commitment to operational excellence.

New Restaurant Opening Support

Supports new restaurant opening training and certification, as needed.

Monitors and supports new restaurants and new managers to ensure operational excellence within brand standards.

Performs other related duties, tasks and responsibilities as required, assigned, and directed.

QUALIFICATIONS:

Education: Bachelor's degree in Business Administration or related field experience.

Experience: 3 years multi-unit or restaurant operations experience (QSR or fast casual preferred), including experience coaching operators or restaurant managers in a franchise or multi-brand environment a plus. Must have prior experience and knowledge of QSR operations, systems, and food safety standards.

Skills/Knowledge/Abilities:

Excellent interpersonal and oral and written English communication skills; bilingual skills helpful.

Proven ability to coach, influence, and develop others.

Must possess strong business acumen with the ability to interpret restaurant level P&Ls and performance data.

Requires the ability to translate and effectively communicate brand strategy into actionable behaviors at both the restaurant and operator levels.

Highly organized and able to prioritize in a larger, geographically dispersed system.

Self-starter; comfortable working remotely and traveling frequently to restaurants and other business locations.

Proficient knowledge of personal computers and Microsoft Office 365.

Demonstrates integrity and ethical behavior.

Physical Conditions: Ability to travel to restaurants and other locations approximately 70 – 80% of time as business needs require. Ability to speak and hear clearly on the telephone. Ability to operate a computer keyboard.

REASONABLE ACCOMMODATION: