Director of Operations - S Alma School Rd #, Mesa, AZ , USA

SMASHBURGER · Director of Operations · Our first Smashburger restaurant opened in 2007 with one single notion in mind; to serve a better burger  Better burgers takes better service, support and teamwork. That's why we treat our team members fairly in a diverse and safe environmen ...

Job description

SMASHBURGER

Director of Operations

Our first Smashburger restaurant opened in 2007 with one single notion in mind; to serve a better burger  Better burgers takes better service, support and teamwork. That's why we treat our team members fairly in a diverse and safe environment. With an average of 10 restaurants opening each year, we invest in building internal opportunities for our teams' learning and growth."  We just build better.  Better Burgers. Better Teams. Better Experiences.

Better Benefits: Build a better experience work & lifestyle

• Quarterly Bonus
• Cell phone allowance
• Medical, Dental and Vision Options*
• Paid time off – vacation and sick*
• 401K match (21 and older)
• One free meal per day
• Flexible schedules in a fun, family friendly, team environment
• Employee Assistance Program
• Fast track for career opportunities

*Eligibility based off of time in position and average hours worked

 Director Of Operations Responsibilities

The Director of Operations reports to the Sr. Director of Operations and is the primary support for the management teams in designated markets of primarily corporate restaurant locations. This role is focused on building restaurant sales and traffic while delivering a Gold Standard experience for both Smashburger guests and employees. 

• Manage performance of multiple Restaurant General Managers (RGM), Restaurant Managers (RM) and Restaurant Supervisors (RS) for 6-10 restaurants in various markets which could include both corporate and franchise
• Promote a fun and positive work environment by being available and visiting restaurants in designated markets an average of four to six days a week
• Hire & Develop teams to continuously improve processes and procedures
• Manage the effectiveness of people focused processes and systems
• Deliver timely performance feedback to team members at all levels
• Engage in talent review and performance conversations for all RGM/RM/RS in their respective markets
• Build talent benches by conducting both internal and external interviews
• Support training and development plans for managers at all levels
• Guest Experiences (NPS, OSAT, loyalty rewards, guest complaints)
• Training completions 
• Actual labor reporting (time clock accuracy and overtime)
• Review weekly schedules and staffing needs for the markets
• Review weekly Inventory reporting for the markets and coach as needed
• Consistently check critical processes during routine restaurant visits (CMBS Check Ins) and deliver feedback to the restaurant team
• Manage the guest experience metrics (NPS and OSAT) and resolve all guest complaints within 24 hours of the incident through use of Medallia
• Facilitate a minimum of two FSC audits per market each quarter
• Corporate restaurants: monitor daily deposit tracking
• Manage Distribution Center processes and communications for the market
• Shortages
• Credits
• Auto shipments
• Routinely report business related expenses
• Participate in the market bench plan call with Recruiting, Human Resources Business Partners (HRBP) and Training
• Weekly conference calls with SDO and the RGM to review previous week and goals for upcoming week
• Maintain responsibility for financial performance directly impacting markets restaurant operations
• Coach on the financial analysis of individual restaurants as needed
• Make recommendations for improvements
• Support budget planning and routine reviews
• Analyze trends and actual data to assess and improve restaurant level performance
• Manage the local store marketing for the market
• Drive guest traffic utilizing both internal and external incentive programs

 Director of Operations Requirements

• 5 years multi-unit experience in restaurants

• Must be located in Phoenix Area

• Must have valid driver's license
• Must successfully complete Smashburger training program
• Flexible to work nights, weekends, and holidays; must be on call to respond to manager inquiries, employee concerns, emergency situations, etc.
• Follow Smashburger uniform standards
• Ability to follow all guidelines and procedures set forth by Smashburger, local, state, and federal employment regulations
• Must be able to travel 80-85% within your markets and occasionally outside of your markets
• Possess strong communication skills, both written and verbal, to effectively communicate with restaurant management, front line employees and corporate support teams
• People management skills to effectively select, assess, coach/counsel, develop, motivate, and lead restaurant teams
• Excellent attention to detail
• Proven time management, consistency, and organizational skills
• Highly motivated, self-directed, and results driven
• Experience in all aspects of new restaurant openings
• Physical ability to stand for extended periods of time and to move and lift boxes of food/ supplies up to 50 lbs.
• Ability to work in high temperature

All applicants and employees have an equal opportunity for employment and advancement within Smashburger.  Smashburger is dedicated to the principles of equal employment opportunity.  We prohibit unlawful discrimination against applicants, prospective applicants or employees on the basis of age 40 and over, race, sex, color, religion, national origin, disability, genetic information, sexual orientation, gender identity, military or veteran status, or any other applicable status protected by state or local law.  This prohibition includes unlawful harassment based on any of these protected classes.  Unlawful harassment includes verbal or physical conduct which has the purpose or effect of substantially interfering with an individual's work performance or creating an intimidating, hostile, or offensive work environment.  We maintain a workplace free of racial slurs and bias. This policy applies to all employees, including managers, supervisors, co-workers, and non-employees such as customers, clients, vendors, consultants, etc. Any conduct in violation of these company policies is also a violation of the law.  Employees who engage in, ratify, or perpetuate discrimination, harassment or retaliation will be subject to disciplinary action, up to and including immediate discharge.