Essential Functions

• Franchise Operations Strategy and Planning
  • Works with senior leadership team to define the group’s strategic objectives; translates the group’s objectives into centralized operational priorities and plan.
  • Partners with Business Unit leaders and operational teams to define necessary budget, resourcing and logistics management needed to effectively support planned restaurant openings, projected sales and new product/innovation implementations.
  • Leads resourcing and planning coordination across International operations support, shared services (e.g., supply chain, legal, and information technology) and each of the Brand operations teams to ensure alignment and operational support for the International franchisees.
• New Franchise On-boarding
  • Provides input and recommendations on new Franchise Applications to advance the selection of qualified Franchisee partners.
  • Oversees the proper submission and filing of new franchise agreements and documentation with FOCUS Brands teams (e.g., legal, Brands, etc.).
  • Monitors restaurant/snack opening activities to lead the delivery of timely centralized training and support (e.g., equipment research, review of samples submitted, logistic/supply chain establishment, manufacturing approval, marketing, staffing, and training) within budgetary and quality standards.
  • Assesses on-boarding experience and overall effectiveness to drive future improvement in the process.
• On-going Franchise Monitoring and Support
  • Leads the development, distribution and on-going evaluation of operational standards, policies, and procedures to ensure alignment with Brand standards, safety standards, and legal requirements.
  • Partners with Business Unit’s Managing Directors and the Strategy Analysis and Development team to determine which Franchise restaurants/snacks are to be replaced, remodeled or closed; plans and oversees support needed to make transition.
  • Partners with Business Unit operational teams to track and monitor Franchise Partners’ management and crew/team compliance to operational procedures, quality standards and training and certification requirements.
  • Oversees the timely resolution of reported violations of franchise agreement terms and concept integrity issues.
• Continuous Operational Improvement
  • Defines an assessment approach and identifies a vendor to consistently audit product quality and customer experience (e.g., mystery shopper); manages on-going vendor relationship, data reporting and analysis to identify performance gaps and drive improvement.
  • Reviews franchise profit and loss statements, quality reports, customer feedback and store audits to identify trends and implementation of best practices to enhance operational support and training.
  • Develops integrated plans and drives the overall implementation of new/enhanced products, procedures and standards in both existing and new markets in a way that flexes within regions to be culturally acceptable while maintaining the integrity of the brand.
• Builds and Directs a High Functioning Team
  • Holds others accountable for conducting business in a legal and ethical manner while complying with policies, laws, and regulations related to business and employment.
  • Oversees people processes and programs across the team to ensure talent for current and future needs by providing operational, functional, and technical leadership.
  • Attracts, retains, and develops highly effective professionals and support staff.
  • Cultivates a bench of leadership and talent to deliver results and support future growth.
  • Determines work methods and directs the work of associates.
  • Drives the establishment of performance goals and provides on-going feedback, coaching, and development to enhance the team’s performance and capability, to facilitate open communication, and to encourage continuous performance improvement.
  • Evaluates and determines the hiring, promotion, salary recommendations, and all employment-related decisions.
  • Identifies individual and team skill gaps, developmental areas, and opportunities (e.g., training, special assignments, projects, etc.) to advance individual and team capability.
  • Recognizes initiative, innovation, and work well done to create a positive work environment of excellence.

Job Summary

The Director, Operations drives franchise operational excellence by working cross-functionally with regional Business Unit leaders, Supply Chain, Finance, Legal, Information Technology and the different Brand teams to deliver quality training and support. The Director leads a team that provides support for new location openings, new product implementation, policy and procedure implementation, and the on-going monitoring of product quality and customer experience.

Work Location

Remote

Required for All Jobs

Alternate Posting Locations

Baltimore, MD, Lancaster, PA, Philadelphia, PA, McLean, VA, Richmond, VA , Savannah, GA, New Brunswick, NJ, Newark, NJ, Long Island, NY, Nassau County, NY, Charlotte, NC , Durham, NC

Education

• Bachelor's Degree, Business Management or related field, Req

Work Experience

• 15+ years relevant work experience (e.g, Operations, Restaurants, Retail, Consulting), with at least 5 years international operational experience
• Quick service, multi-unit franchise operations, and/or hospitality industry experience required.
• 10+ years of managerial experience
• Demonstrated success influencing diverse stakeholders and leading teams that include non-direct repots in cross-functional settings

Skills & Abilities

• Planning, organizing and follow up skills, with the ability to prioritize, delegate and manage multiple projects with sensitive deadlines and changing environment.
• Communication skills that effectively communicate sophisticated concepts, insights and recommendations in a compelling manner to various audiences (written, verbal and presentations).
• Ability to quickly build trust and partnerships across various stakeholder groups.
• Strategic decision making and planning with strong business and financial acumen.
• Talent management and development skills that creates a highly effective and motivated team.
• Ability to identify best practices and opportunities for improvement; able to lead the change necessary to increase effectiveness.
• Possesses a high degree of drive with a proven track record of achieving results.
• Knowledge of cultural and linguistic issues that must be addressed when working internationally.
• Knowledge of Country specific requirements (e.g, standards and/or markets) as they related to Focus Brand franchises.
• Proficiency in Microsoft Word, Excel, PowerPoint.
• Ability to travel up to 30% of the time.

Travel Requirements

• May be required to travel up to 50% of the time

Licenses/Certifications