About Us:
At Chick-fil-A, we believe in more than just serving delicious food; we strive to create exceptional guest experiences while fostering personal and professional growth in our team members. As we recruit our Operations Leader (Training), we're seeking individuals who are passionate about leadership, dedicated to excellence, and committed to ensuring the success of our business operations.
The Operations Lead – HOH Training is responsible for executing and maintaining excellence in
heart-of-house training systems. This leader ensures all new hires are trained to brand
standards and set up for long-term success. This role partners closely with the Training Director,
HOH Director, and HR Director to monitor progress, uphold accountability, and continuously
improve the training experience. This position remains 100% operational while taking on a
focused leadership role with added responsibility for overseeing and executing the
heart-of-house training program.
Key Responsibilities
Training Execution & Oversight
Lead and oversee the training journey for all new HOH team members through training completion and beyond.
Ensure all training pathways are completed accurately and on time
Monitor progress and provide updates to Training Director, HOH Director, and HR Director
Ensure all brand standards, systems, and procedures are taught and executed consistently
Trainer Development & Accountability
Conduct regular check-ins with trainers to ensure proper execution of training processes
Observe training sessions and provide real-time coaching and feedback
Hold trainers accountable to training standards, checklists, and guest experience expectations
Identify gaps in trainer performance and collaborate on development plans
New Hire Experience
Serve as the primary point of contact for new hires during their training period
Ensure new team members feel confident, supported, and connected to the team
Address questions, concerns, and barriers to success early in the training process
Performance Tracking & Communication
Maintain accurate tracking of training progress, certifications, and readiness
Communicate clearly and consistently with leadership on training outcomes and opportunities
Identify trends in training successes and opportunities for improvement
Operational Excellence
Model Chick-fil-A standards in hospitality, food safety, and operational execution
Support HOH operations while maintaining a training-first mindset
Reinforce speed of service, accuracy, and guest connection through training initiatives
Continuous Improvement
Partner with leadership to refine and improve training systems and materials
Stay current on Chick-fil-A Pathway and best practices
Proactively suggest enhancements to improve team member readiness and retention
Qualifications & Requirements
Strong understanding of HOH operations and Chick-fil-A service standards
Proven ability to train, coach, and develop others
Excellent communication and organizational skills
High attention to detail with strong follow-through
Ability to lead with influence, accountability, and positivity
Chick-fil-A, Inc. is a family owned and privately held restaurant company founded in 1967 by S. Truett Cathy. Devoted to serving the local communities in which its franchised restaurants operate, and known for its original chicken sandwich, Chick-fil-A serves freshly prepared food in more than 2,300 restaurants in 47 states and Washington, D.C.