Associate Franchise Operations Manager (Puerto Rico)

This role provides operational expertise and influence within assigned countries and franchise organizations to achieve sales and customer count growth, operational objectives, financial results, investment requirements and development targets. This role manages a smaller portfolio than the Franchise Operations Manager "FOM" position and may report directly into this role. This role will support Franchisees/Countries with up to 10 restaurants and will support a FOM/Region Director on Franchisees/Countries with larger footprint seeking guidance and support from the FOM where needed.

Ensures focus on Wendy’s brand reputation by driving operational performance and overall customer satisfaction in all restaurants as assigned.  Enforces and executes brand protection protocol and partners with franchisees to resolve issues.

Effectively utilizes data from restaurant audits, sales reports and other sources of insight to align objectives with franchisees and achieve business goals.  Builds actionable “battle plans & lead profitability roadmaps” that are aligned with the franchisee and drive meaningful growth of the brand with the consumer in the marketplace.

The Franchise Operations Associate is knowledgeable of the training needs of the organization. Provides feedback to franchise training manager to conduct the classes needed. Partners with Franchisee to build their own centers of “Operational Excellence” that will help them strengthen their organization.

Operational Excellence – On an ongoing basis conduct restaurant evaluation with franchisee operators with support and direction from the FOM to assess performance on Wendy’s brand standards and then support to make improvements. Coach, teach and expect Franchise Head of operations to implement Wendy’s core operating systems like open, midday and closing flow chart, bin charts, daily operations plans, VTA’s posted, etc. to build a culture of operational pride and excellence. Detailed walk thru to ensure food safety standards are being upheld and if need be escalated to Operations Director. Review Food Safety audit data from 3rd party to provide feedback and appropriate escalation against any risk factors or failures related to food safety, sanitation and pest control.

Country Performance and Management – Supports strategic franchise and country level planning with the support of the FOM/Region Director to drive market growth and performance, brand ranking and growth through excellent operations, marketing plans and enhanced facilities. Supports franchisee leaders and coaches on operational performance and measures seeking guidance from FOM when needed (Markets <10 restaurants)

Franchise Engagement and Performance Management – Support evaluation of individual franchise engagement, customer culture, business plan quality & business reviews and provide guidance for improving overall effectiveness. Benchmarks and uses data (Audits, VOC, Financials, etc.) to support strategic planning with franchise partners that drives customer count growth and operational excellence. Seeks support from FOM/Director to gain traction with individual franchisees where needed.

Organizational Focus/Training - Evaluates and drives individual franchisee operations excellence, as measured by customer feedback and internal evaluations. Work with franchise training manager to conduct needed training classes (Shift Manager/ GM classes) and roll out of operations initiatives to ensure the organization is actively working on growth and development of people. Ensure effective training occurs for new initiatives & products to drive customer loyalty. Conducts Training Restaurant Certifications and Development days with the Franchise District Managers and Director of operations.

Development/Restaurant Growth - Work closely with regional FOMs and development teams to activate and support plans for franchisees to grow their footprint. 

• Bachelors in Operations, Business Markets and Management, Finance, Supply Chain or related field is preferred
• Minimum 3 years’ experience with increasing responsibility in operations management
• Experience in franchise-related role, including multi-unit operations experience
• Ability to support, influence and develop organizational capability as well as achieve results with a diverse group of stakeholders
  Natural capacity to quickly establish and build effective relationships across the organization
• Demonstrated strategic thinking capabilities and ability to support growth and change initiatives
• Proven operating skills, financial and marketing acumen
• Established communication skills; has the ability to influence, engage and motivate people
• Self-motivated, results-oriented, customer focused team player, holds her or himself accountable for performance, and takes absolute ownership
• High energy and ability to react to situations quickly and decisively, possessing self-confidence to be assertive when taking a position, and not afraid to make decisions
• Proficient in English and Spanish (for LAC Markets) (written and spoken)

Expected Work Location (Field): It is expected that you will primarily perform work at Wendy's Restaurants or to other field locations as designated by the Company. When not working at a Wendy's location, you are permitted to work remotely. Changes to work location arrangements are subject to managerial approval and business needs.