Director of Operations

Director of Operations Job Description

Chick-fil-A Tamarac Square

2024

Top 4 Role Priorities:

1. Culture
2. Competency
3. Growth
4. Efficiency

Core Values:

1. Trust
2. Communication
3. Development
4. Innovation

Description:

The Director of Operations supports the business by owning the operations of the restaurant. The purpose of this role is to constantly measure and improve those processes which immediately affect the guest’s experience. This individual will maintain the day-to-day operations of the restaurant. They will be responsible for team member and leadership development operations as well as culture maintenance to Chick-fil-A standards. We are looking for an individual who is decisive, fast-paced, able to manage conflict, and has a passion for caring for their team and customers.

People Development Responsibilities:

1. Assist in hiring process of new Team Members
2. Encourage the team and celebrate the wins
3. Identify potential leaders and help them develop and grow both operationally and relationally
4. Manage and develop the operations assistant directors
5. Communicate effectively, share ideas, & take a positive approach to all situations
6. Encourage a positive culture that aligns with the Tamarac Square culture commitment
7. Hold managers accountable to holding team members accountable to all policy standards, for example, timeliness, grooming, cell phones, uniforms, etc.
8. Provide both formal and informal feedback to team members and leaders on an ongoing basis
9. Give disciplinary action fairly and consistently

Quality & Customer Experience Responsibilities:

1. Ensure we are executing proper procedures in order taking, hospitality behaviors, speed and accuracy and provide ongoing feedback to leaders
2. Protect the customer experience by ensuring packaging, food presentation and quality meets or exceeds Chick-fil-A standards
3. Ensure the team consistently and systematically meet cleanliness standards (Front Counter, Dining Room, Rest Rooms, parking lot, BOH, etc.)
4. Use ERQA and CEM findings to ensure consistency and quality of products and behaviors and address areas of improvement immediately
5. Collaborate with team to ensure FOH and BOH inventory is organized properly
6. Assess current systems and implement ideas for improvement

Sales & Brand Growth Responsibilities:

1. Ensure speed of service and quality of food to retain customers
2. Ensure consistent execution of operational processes
3. Collaborate with leadership on suggestive selling behaviors with FOH team members, including upselling, new menu items, etc.

Financial Stewardship Responsibilities:

1. Labor Scheduling – own labor percentage and productivity
2. Ensure all equipment maintenance is completed, become familiar with process for restoring damaged equipment
3. Execute LEAN practices in all areas, encouraging continuous improvement
4. Engage with everyone at every level

Operational Expectations:

1. Approximately 30 hours on the floor supporting the shift leader and developing relationships with the team/coaching the team
2. Approximately 10 hours of office time as needed
3. Available to work Saturdays as needed
4. Work one night a week until 9pm
5. Availability to assist with emergencies when necessary
6. Developing deep relationships with the team and leaders to allow for development
7. Overall understanding of business operations
8. Business acumen to make appropriate decisions quickly
9. Ability to work with a team to accomplish goals
10. Deep understanding of the FOH operations, systems and processes that make the business run

Success Measurements:

1. Ownership of CEM Overall Satisfaction score 73% or higher
2. Labor top 50%
3. Cash Shortage <$10
4. Partnership with Kitchen to own:
5. QIV 95> and Food Safety Report 2 or lower.
6. SOS 3:15 or better
7. Accuracy 95% or better

Benefits:

Hourly Rate Base: $27

Director Benefit package

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.

Pay: Starting at $27 / hour

Benefits:

• Flexible schedule
• Paid time off
• Health insurance
• Life insurance
• 401(k)
• 401(k) matching
• Employee discount

Job Type: full-time

Schedule:

• 8 hour shift
• Weekend availability

Education: High school degree

Work location: On-site