Director of Operations

ROLE SUMMARY

As the coach of an Area, your role is to provide RGMs with direction, coaching, and know-how and then get out of their way because that's what true coaches do. This requires that you trust in the capabilities of the people that you develop. They are a shadow of you because you've trained them. You see the big picture. You see their strengths and weaknesses. That allows you the unique perspective required to develop the capability of your restaurant teams. As the culture bearer, you imprint your Area with a powerful example of the HWWT2 principles – including recognition. You care about your restaurant teams and want them to exceed their own and your expectations.

Key Responsibilities (what Area Coaches do)

• Step Change Thinker
• Is quick to see core issues in complex situations
• Energizes the team by encouraging discussion of “what's possible” and setting breakthrough targets
• Implements and ensures successful execution of national test initiatives.
• Know How Builder
• Seeks continuous feedback from different sources to improve their own performance
• Teaches coaches and shares best demonstrated practices on key developmental priorities and programs (e.g. Hiring Zone, Learning Zone, new initiatives, IDP)
• Successfully executes Area Coach success routines and builds know how with RGMs to drive and execute success routines within their restaurants
• Coaches and drives excellence around core operations procedures (e.g., shift accountability, product projections, R&M spending, Cost of Sales / Cost of Labor (COS / COL) controls)
• Coaches RGMs by role modeling leadership styles and EARS (e.g., HIC) and the PBR (Period Business Reviews) to build people capability, in order to drive sales an maximize profitability.
• People Grower
• Champions and role models HWWT2 and ABR culture within their area
• Demonstrates belief in all people through strong execution of regional recruiting, selection, development, and retention tools
• Conducts area people capability reviews regularly (e.g., People Planning Review (PPR) calibration, bench planning) to identify and develop top talent.
• Partners with HR / Training to ensure effective execution of training throughout the area.
• Holds team accountable by using the Performance Management Process
• Recognizes areas and restaurants for exceptional performance using personal award to reinforce breakthrough results.
• Action Driver
• Calibrates and role models a passion for winning in the marketplace (i.e. their area) to their RGMs by executing on CHAMPS, CFF, and FSC standards
• Follows up on opportunity restaurant(s) (failed CFF evaluations, Food Safety audits, Ecolab reports, outliers)
• Goes for breakthrough results by analyzing the financial performance of their area to understand trends and how their restaurants compare with competitors (strive to be best on block).
• Conducts period business reviews and stewardship meetings regularly with the RGMs to identify and drive tactics to close performance gaps. Your role requires you to have a valid driver's license and clean driving record.
• Ensures restaurant level plans and marketing initiatives are in place and being implemented.
• Intentionality to Lead
• Develops their intentionality around goals and conveys that to their team in a positive way
• Focuses the team on solving problems rather than reacting to them
• Takes advantage of every opportunity, both formal and informal, to enhance their leadership skills
• Is committed to helping others grow and develop

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