Director, Operations Excellence

• Strategic Leadership and Vision:

• Develop and implement a strategic vision for operational excellence that aligns with the brand's goals and objectives. Lead and mentor the OEM team, setting high performance standards and driving accountability for brand standard compliance and operational improvements.

• Team Oversight and Development:

• Oversee the recruitment, training, and professional development of OEMs. Ensure the team has the necessary resources and support to perform comprehensive QSC assessments, support new store openings, and enhance operational standards across all locations.

• Cross-Functional Collaboration:

• Act as a pivotal liaison between the OEM team and cross-functional partners, including Retail Technology, Design & Construction, Marketing, and others, to ensure cohesive execution of brand initiatives and seamless new store openings.

• Operational Excellence and Compliance:

• Monitor and evaluate the effectiveness of operational practices across the network, ensuring consistent execution of brand standards, food safety, and guest service quality. Identify opportunities for operational enhancements and lead initiatives for continuous improvement.

• Brand Support:

• Collaborate with Brand Leadership to support brand initiatives that drive operational goals. Build scheduling, planning, training plan, and overall project management of these support initiatives.

• Performance Analysis and Insight Generation:

• Leverage advanced analytical tools to review and interpret data that can be utilized during an in-person visit. Use insights to inform strategic decisions, highlight areas for operational improvement, and provide actionable feedback to both the OEM team and brand leadership.

• Strategic Partnerships and Relationship Building:

• Cultivate and maintain productive relationships with franchise owners and store operators. Drive operational excellence and brand loyalty through effective communication, guidance, and strategic support, ensuring alignment with the brand's operational goals and standards.

The Director of Operations Excellence oversees a team of Operations Excellence Managers (OEMs), driving the strategic vision for ensuring brand standard compliance and operational excellence across the organization. This leadership role is responsible for enhancing overall guest experience, operational efficiency, and facilitating seamless new store openings through comprehensive oversight and development of the OEM team. By fostering a culture of continuous improvement, the Director ensures that all company-owned and franchise locations meet the highest standards of Quality, Service, and Cleanliness (QSC). The Director plays a crucial role in supporting brand initiatives, crafting strategies for operational improvements, and liaising with cross-functional teams to uphold and exceed brand expectations, contributing significantly to the brand's success and growth.

RemoteNewark, NJ, Baltimore, MD, Philadelphia, PA, New York, NY

• Bachelor's degree in Business Administration, Marketing, or a related field. (Master's degree preferred)

• Proven leadership experience in a strategic role, preferably in customer experience management or related areas.

• Experience in working with third-party service providers and managing international relationships.

• Knowledge of customer service improvement strategies, marketing, and sales improvement campaigns.

• Strong leadership and strategic planning skills.

• Excellent communication and interpersonal skills.

• Ability to build and maintain relationships with diverse stakeholders.

• Data-driven decision-making and analytical abilities.

• Strong project management skills.

• May be required to travel up to 50% of the time