Sr. Director of Operations

This position requires at least three years of prior/current Chick-fil-A experience

Senior Director of Operations

The Sr. Director of Operations' key objective is driving operational excellence to ensure guest experience fundamentals are consistently achieved.

The role and responsibility of the Sr. Director of Operations is to set the operational pace of the restaurant through engaging team members and leaders in the mission. The Sr. Director of Operations is expected to leverage the systems and resources necessary to monitor effectiveness of operational areas and the business as a whole. If systems are not readily available, they are expected to create & adjust restaurant-specific systems to drive results in both the guest experience and financial stewardship areas.

Deliverables:

1. Plan, develop/adapt, and monitor all operations systems to achieve mission fulfillment

2. Build & develop second tier leadership in restaurant, developing top talent within the existing

team

1. Maintain and control all financial aspects of the restaurant to ensure profitability and

budgeting goals; drives financial stewardship & key re-investment opportunities

1. Drive Food Safety culture in conjunction with the Food Safety Director to maintain ELITE

status for the restaurant

1. Monitor & track status of yearly shared goals, owning the strategy & resources to hit targets

for the following

a. Overall Satisfaction score of Top 20%

b. Ensure IPO equal to or less than 0.65%

c. Labor Productivity Goals

d. Sales and Brand Growth Goals

Summary of Expectations:

Represent the Operator well through professionalism, integrity and hard work

Proactively develop, monitor, and execute systems daily to ensure guest experience is

REMARKable & following Winning Hearts Everyday Focus Areas

Willingness & ability to serve team members and guests in any capacity needed to serve

Working with all operational teams to:

Set & achieve specific team goals

Foster team growth and skill development

Cultivate learning, improvement and accountability

Create a culture of learning & demanding of excellence

Verify all areas of restaurant are meeting their goals and are procedurally tight

Verify your night DT, FOH, DR, and BOH teams and leaders are scheduling monthly deep

cleaning sessions for their areas of the business

Prepare for and meet regularly with the Operator (weekly at minimum) and other Directors

Perform daily huddles and/or oversee the consistent execution of huddles through leaders

Coach and teach leaders to ensure they have the capacity to meet expectations

Respond to urgent situations and be available to lend support

Create an environment of hustle

Perform or oversee the following feedback systems:

eRQA daily

SAFE critical daily

Mock Ecosure on a weekly basis

CEM Winning Hearts Trend weekly breakdown

Coach, evaluate, and provide encouragement and accountability for teams as well as other

members of the HPLT

Ensure uniform compliance, unit security & safety compliance of restaurant

Use play books and checklists to complete daily tasks on a consistent basis

Use and develop systems for shift leadership to promote consistency and Operational

Excellence

Implement innovations that will aid in improving operational excellence

Coach, evaluate, and provide accountability for team leaders in regards to operational

results

Align daily practices of all areas of the business so they work together to provide a great

Chick-fil-A experience for the team and guest

Keep all FCR line items in budget

Makes good decisions in a timely manner based upon a mixture of analysis, wisdom,

experience, and judgment

Adopts formal methodologies and processes for key store decisions

Provides challenging and stretching tasks or assignments designed to grow leaders

Holds frequent and ongoing development discussions centered around MAPs

Initiates and serves as lead on new operational projects to ensure adequate resourcing

Constantly monitors and maintains quality and productivity of FOH + BOH areas

Works in a systematic and methodical way, allowing for efficient & effective pass-off of

delegated tasks

Demonstrates positive attitude and confidence, leading team morale

Pursues everything with energy, drive, and a need to see all projects to full completion

Seeks informal and formal feedback and leverages information to grow and develop

Can quickly sense what will help or hinder accomplishing a goal + eliminates roadblocks

Seeks out the input of area leaders to identify organizational opportunities in which to

effectively prioritize

Creates focus by setting priorities with the team & provides guidance and follow-up

Gains influence of fellow team members through consistent display of high character

Displays administrative abilities in keeping up-to-date data in all systems they oversee

Working at a Chick-fil-A restaurant is more than a job - it's an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.