Director of Operations Services

Director of Operations Services - Full-Time - Not Hybrid or Remote (50 - 70% travel to restaurant locations) MUST HAVE VALID DRIVER'S LICENSE, AUTO INSURANCE AND RELIABLE TRANSPORTATION.

Reports To: Chief Executive Officer

Position Summary

The Director of Operations Services is responsible for developing, implementing, and maintaining the operational systems, training programs, standards, communications, and support resources that drive consistent execution across all restaurants. This position serves as a key partner to Area Directors and General Managers by providing operational expertise, training support, project leadership, and continuous improvement initiatives.

The role functions as the organization's central resource for operational excellence, ensuring restaurants have the tools, training, processes, and support necessary to deliver exceptional guest experiences and achieve financial objectives.

Essential Duties and Responsibilities

Training and Development

• Develop, maintain, and continuously improve all management and hourly training programs.
• Design onboarding programs for General Managers, Assistant Managers, and key restaurant positions.
• Coordinate and facilitate management training workshops and development programs.
• Lead training efforts for new menu introductions, operational initiatives, and company rollouts.
• Partner with Human Resources on leadership development and succession planning initiatives.
• Develop training calendars and implementation schedules.
• Measure training effectiveness and identify opportunities for improvement.
• Maintain all training materials, manuals, videos, and support resources.

Standard Operating Procedures

• Serve as the owner of all operational standards and procedures.
• Develop and maintain the Operations Manual.
• Create and update Standard Operating Procedures (SOPs) for all restaurant functions.
• Ensure operational documentation remains current and reflects best practices.
• Develop job aids, checklists, guides, and execution tools for restaurant teams.
• Standardize processes across all locations to improve consistency and efficiency.

Restaurant Support Services

• Provide operational support to Area Directors and General Managers.
• Assist restaurants with implementation of new initiatives and programs.
• Support restaurants during management transitions.
• Serve as a field resource for operational challenges and problem solving.
• Conduct restaurant visits to assess execution and identify opportunities.
• Coordinate support resources during periods of operational need.
• Assist with new store openings, relocations, remodels, and major projects.

Operational Excellence

• Lead continuous improvement initiatives across the organization.
• Identify opportunities to improve efficiency, simplify processes, and reduce operational complexity.
• Develop and maintain operational scorecards and assessment tools.
• Conduct operational audits and evaluations.
• Analyze trends and recommend improvements to systems and procedures.
• Benchmark best practices within the restaurant industry.
• Support labor productivity, food quality, service, and operational consistency initiatives.

Communications and Implementation

• Own operational communication to the field organization.
• Develop implementation plans for new programs and initiatives.
• Ensure consistent communication of standards, expectations, and priorities.
• Coordinate operational updates with Marketing, Human Resources, Facilities, Finance, IT, and Commissary teams.
• Develop rollout materials and implementation timelines.
• Monitor initiative adoption and execution throughout the organization.

Project Management

• Lead company-wide operational projects.
• Manage implementation timelines and cross-functional coordination.
• Facilitate meetings and project updates.
• Track project milestones and deliverables.
• Ensure successful execution of strategic initiatives.
• Support special projects as assigned by the CEO.

Quality Assurance and Compliance

• Support food safety and sanitation initiatives.
• Ensure operational standards support regulatory compliance.
• Assist with preparation for inspections and audits.
• Develop corrective action resources and support tools.
• Monitor compliance with company standards and procedures.

Leadership Responsibilities

• Lead by example through professionalism, accountability, and a commitment to excellence.
• Foster a culture of continuous improvement and operational discipline.
• Build strong relationships with Area Directors, General Managers, and support center teams.
• Promote collaboration across departments.
• Serve as a trusted advisor and resource for restaurant leadership teams.

Qualifications

Education

• Bachelor's degree in Hospitality Management, Business Administration, Restaurant Management, or related field preferred.
• Equivalent restaurant operations experience may be substituted.

Experience

• Minimum 5-7 years of multi-unit restaurant leadership experience.
• Strong background in training, operational systems, and process development.
• Experience developing SOPs, training programs, and operational standards.
• Demonstrated project management experience.
• Full-service restaurant experience preferred.

Knowledge, Skills, and Abilities

• Exceptional written and verbal communication skills.
• Strong organizational and project management abilities.
• Proven ability to influence without direct authority.
• Ability to manage multiple priorities simultaneously.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite and restaurant technology platforms.
• Ability to travel regularly to restaurant locations.

Key Performance Indicators

• Training completion and effectiveness scores.
• Restaurant operational audit scores.
• Initiative implementation success rates.
• Guest satisfaction improvements.
• Manager onboarding effectiveness.
• SOP completion and maintenance.
• Timeliness of project execution.
• Operational consistency across locations.
• Reduction in recurring operational issues.
• Area Director and General Manager satisfaction with support services.

Physical Requirements

• Ability to travel extensively throughout the restaurant system.
• Ability to stand and walk for extended periods during restaurant visits.
• Ability to occasionally lift up to 25 pounds.
• Ability to work flexible hours as business needs require.

Benefits