Director of Operations

The Director of Operations is responsible for total daily operations from open to close.

The Operations Director is responsible for creating remarkable guest experience by elevating leaders, maintaining an outstanding team culture, and developing systems.

The Operations Director ensures a smooth flow and output of product by ensuring that bottlenecks are identified and addressed and communication is effective between the FOH and BOH

This is a 40-50 hour / week hourly paid position.

Must be willing to work Saturdays (fully available, fully operational).

Must be able to work open to close, Monday-Saturday. Hours are assigned based on needs of the business.

Holidays are required, except for Thanksgiving Day, Christmas Day, and New Year’s Day.

Must complete Food Handler training and Food Manager Serv Safe certifications.

This position requires a minimum of 3-year commitment

This position requires a minimum of 6-8 years of Chick-fil-A in restaurant experience

Bachelor's Degree highly preferred

Responsible include all Director responsibilities plus the following :

Leadership

• Operations Director reports to the Owner / Operator
• Leverage the 5 critical success factors, CEM scores and Winning Hearts Every Day strategies to positively influence business and team results
• Meet with Owner / Operator 1x / week to discuss restaurant and team priorities
• Communicate effectively and regularly to share ideas, celebrate wins and take a positive approach to all situations with the team (Group Me, contests, newsletter, verbal praise etc.)
• Meet weekly with BOH and FOH Directors to identify focus areas, candidates for leadership pipeline and evaluate the state of the team (ABC list and Capacity lists done monthly by Supervisors) ensuring proper accountability and follow up
• Prepare and distribute monthly newsletter
• Hold Directors and / or Supervisors accountable to restaurant dress code, break and meal periods, and discount policies;

handles any issues not handled by Supervisors or Directors

• Serve as Chief Problem Solver by identifying areas of opportunities and proactively tackling business and team challenges that prohibit the team from delivering a remarkable team and guest experience
• Make appropriate time-sensitive business decisions in absence of Owner / Operator that reflect his best interest
• Learn, initiate, and own new restaurant strategies, pilots and programs (including new menu rollouts) while training respective Supervisors and Team Leaders
• Responsible for overall leadership development and engagement of the Supervisor team, as provided and guided by the Owner / Operator*
• Schedule time to observe and support all dayparts, outside sales channels, and catering 1x / month; opening, breakfast, lunch, dinner, & closing
• Oversee monthly inventory process while finalizing month-end on Inform
• Complete and maintain ServeSafe Certification, while also ensuring Directors, Supervisors and full-time Team Leaders are certified and current
• Lead special projects and complete other duties as assigned by Owner / Operator
• Establishing and communicating to the team proper flow of communication (ie. Phone trees, who to call when, who responds, etc.)
• Monitoring Group Me at all times; answering and responding as required
• Responding (or delegating a response) to after hour alarms, GroupMe needs, Emergencies, maintenance / repair crews, etc.

Talent

• Lead and hold Directors and Supervisors accountable to a positive culture of praise and encouragement (ie. Team Member of the Month, verbal praise, contests, etc.).
• Identify and build a leadership bench to accommodate future sales growth & current needs.
• Actively utilize leadership development program to develop Supervisor and Team Lead talent*.
• Partner with Owner / Operator and HR Director on talent pipeline and current hiring needs.
• Write and administer 90 day and annual Supervisor performance reviews; discuss process and results with Owner / Operator.
• Perform exit interviews whenever possible to gain insight on turnover.
• Communicate recommended Team Member handbook changes when necessary.
• Complete other duties as assigned by Owner / Operator.

Training & Development

• Lead all new team member Orientations, as advised by HR Director*
• Meet with training team Directors / Supervisor’s biweekly to address training needs, ensure Trello and mastery lists are updated, and support as needed
• Prepare Director / Supervisor / Team Lead keys, POS swipe cards, security cards, alarm codes and system permissions as needed
• Ensure all new and existing team member uniforms are ordered and update uniform data ongoing, or delegate to Supervisor
• Works with Leadership to oversee progression process for all leadership candidates (from Team Member to Supervisor) from Expression of Interest to final interview*
• Use eRQA, QIV and CEM findings to ensure consistency and quality of products. Address areas of improvement immediately.

Work with Supervisors to address problems and create and action list.

Complete other duties as assigned by Owner / Operator.

Scheduling

• Ensure all schedules are completed and published by Tuesday 9pm, 3 weeks in advance
• Complete and share leadership Holiday schedule by March 1, annually
• Publish a team member and leadership schedule that will best support guest experience, while being aligned with the productivity benchmarks*
• Follow up with leadership team to ensure proper breaks are being administered
• Follow up on time punches daily to ensure team members are clocked in properly
• Ensure trainers are available and scheduled with new team members for first 6-8 shifts

Measurements of Success :

Top 20% of chain CEM results : Monitor for trends and areas of opportunity via report builder and SMG 360; work with Supervisors to implement training / team member behaviors as needed;

update weekly scores on CEM board

• Food Safety : identify opportunities, needs and gaps to achieve Ecosure Score ELITE (1); Always A health department; work with Supervisors to evaluate and establish processes and implement them (ie focus areas for training from QIV) monitor SAFE DAILY / eRQA reports and Supervisor SAFE daily reports by giving Supervisors weekly reports, complete mock EcoSure inspections biweekly;
• Sales goal : 20% annual increase, continuous growth utilizing CFA app, Month to Date Sales, Daily Sales % on app, utilize car counts / contests, external sales, utilizing product mix report to identify further areas of opportunity (desserts, upsells, etc.)
• Labor : top 10% of chain by scheduling in accordance with dayparts, monitoring productivity during peaks and non-peaks, having a plan to taper labor on and off, ensuring that Supervisors send people home or utilize breaks when slow
• Food Cost : maintains
• Overall IPO :
• CFA App % of sales : TBD

Working at a Chick-fil-A® restaurant is more than a job it’s an opportunity for teamwork and leadership development in a positive, people-focused environment.

Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.