Operations Services Manager

Reporting to the Operations Services Director, this high visibility role is responsible for providing operational insight, recommendations, and managing enterprise-wide programs. Key leadership will be on display while cross-functionally leading programs and initiatives that launch the system improving efficiencies, sales, profit, and guest satisfaction. Support projects from ideation, proof of concept, testing, and implementation. Key project lead for testing and brand initiatives across a broad array of subjects under the umbrella of operating restaurants, including but not limited to food, beverage, labor optimization, HR, training, IT systems, marketing, development, management of third-party delivery relationships and construction. Ability to lead with a values-based focus to ensure cross-functional teams and departments partner together to ensure efficiency and effectiveness throughout each project. 

 

Work with all levels of internal and external leadership, leading teams and ensuring all programs and initiatives are complete and prepared for implementation, execution, operational integration, resulting in overall performance. 

 

Responsibilities: 

Manages portfolio of projects and programs; manages projects simultaneously 

Manages projects with varying degrees of complexity, definition and risk 

Serve as an advocate for restaurants, working with delivery service providers to resolve issues and improve the delivery experience for customers. 

Monitor customer reviews from third party delivery sites and take action to address any concerns. 

Leads cross-functional initiatives from inception through testing and implementation. 

Supports and manages project strategies, success criteria, plan, budget, risk, quality standards, and timeline with cross functional resources. 

Manage and execute testing and implementation plan for multi-year initiatives 

Supports path to resolution, coordinates and integrates efforts across multiple projects 

Supports cross functional team of subject matter experts; identifies resources required to meet the needs of the initiative; gains alignment from senior leaders on resource commitment 

Drives results through others by influencing, gaining alignment and effectively facilitating cross-functional activities 

Independently determines project risks and issues, identifies options and recommended solutions – elevates as necessary to drive results in a timely manner 

Frequently interacts with senior level franchise and company leadership to: 

Gain alignment 

Develop and present win-win business solutions to meet various environmental needs. 

Create and present professional level updates as needed 

Manages vendor relationships for brand wide operational programs 

Works directly with restaurant operators on Ops shakedowns, Menu pipeline tests and other strategic initiatives. 

 

Skills And Requirements: 

Bachelor’s degree or equivalent work experience 

Minimum 5-7 years Operations or Project Management experience 

Knowledge of restaurant industry 

Strong analytical skills and attention to detail 

Strong organizational skills 

Excellent written and oral communication skills 

Proficiency in Microsoft office applications, including MS Excel, Outlook, Word, and PowerPoint. 

Strong Team Player, with ability to participate in constructive debate 

Ability to be present in our restaurants on a weekly basis