Director of Operations

Reports To: Vice President of Operations

Classification: Salaried Exempt

Supervises: Multi-Unit Leaders / District Managers

Position Summary

The Director of Operations is responsible for overall operational performance across a multi-unit restaurant territory, including leadership development, guest satisfaction, sales growth, profitability, and operational excellence. This role oversees multiple regional leaders responsible for approximately 25-50 restaurant locations.

The successful candidate will drive results through strong leadership, coaching, accountability, and strategic execution while fostering a culture of excellence and continuous improvement.

Key Responsibilities

Operations Leadership

• Lead and support multi-unit leaders to achieve operational, financial, and guest experience goals.
• Drive consistency in execution of operating standards, food safety programs, and brand initiatives.
• Identify opportunities for process improvement and operational efficiencies.
• Establish performance expectations and hold leaders accountable for results.
• Analyze business results and implement action plans to achieve desired outcomes.

People Development

• Recruit, develop, and retain high-performing operational leaders.
• Maintain a strong succession pipeline and leadership bench.
• Provide coaching, performance feedback, and development planning.
• Foster a positive workplace culture focused on teamwork, accountability, and growth.
• Support employee relations activities and collaborate on conflict resolution when needed.

Guest Experience

• Ensure exceptional guest satisfaction across all locations.
• Coach leaders on service standards and guest recovery opportunities.
• Address operational issues that could impact brand reputation or guest experience.
• Promote compliance with safety, sanitation, and quality standards.

Financial Performance

• Partner with operational leaders to drive sales growth and profitability.
• Utilize reporting and performance metrics to identify opportunities and improve results.
• Support execution of local and national marketing initiatives.
• Coach teams on financial management, labor optimization, and cost controls.
• Monitor facility maintenance needs and work with appropriate partners to address ongoing issues.

Human Resources

• Develop territory staffing plans to support current and future business needs.
• Conduct regular leadership meetings and performance reviews.
• Recognize and reward outstanding performance.
• Monitor turnover trends and implement retention strategies.
• Ensure compliance with company policies and employment regulations.

Qualifications

• Bachelor's degree preferred or equivalent industry experience.
• 6-8+ years of multi-unit leadership experience within the restaurant, hospitality, or service industry.
• Proven success leading multiple high-volume locations through subordinate leaders.
• Strong leadership, communication, coaching, and team development skills.
• Demonstrated ability to drive sales growth and profit improvement.
• Experience managing operational performance through metrics and accountability.
• Effective problem-solving and decision-making capabilities.
• Ability to influence and motivate teams at all levels of the organization.
• Valid driver's license and reliable transportation.
• Ability to travel extensively throughout the assigned territory.

Work Environment

• Fast-paced, multi-unit operational environment.
• Frequent travel between locations.
• Ability to work flexible schedules, including evenings, weekends, and holidays as business needs require.
• Combination of office, restaurant, and field-based work.

Physical Requirements

• Frequent standing and walking throughout restaurant locations.
• Occasional lifting, carrying, pushing, or pulling up to 50 pounds.
• Regular use of computers, mobile devices, and office equipment.
• Ability to inspect all areas of restaurant operations both indoors and outdoors.