Director, Tim Hortons, Company Operations

Restaurant Brands International • Rochester, NY

3d • Onsite

About The Position

The Director, Company Operations, is accountable for the end-to-end performance of Tim Hortons US’s 24 company-owned restaurants. Leading a team of six — including four District Managers — this individual drives guest satisfaction, restaurant operational excellence, and financial performance across the portfolio. The Director is responsible for achieving annual budget commitments against a portfolio generating approximately $25 million in annual revenue, growing sales and traffic, and delivering best-in-class restaurant experiences for every guest. This role is as much about people as it is about performance. The Director sets the tone for a Guest-first culture by coaching and developing District Managers and Restaurant General Managers, building teams that are aligned, accountable, and motivated to win. At the heart of this work is a commitment to genuine hospitality — ensuring every guest who walks through the door or pulls up to the drive-thru feels welcomed, valued, and served with care. The Director conducts regular on-site visits, analyzes operational and financial data, and develops action plans to continuously raise the bar across the company restaurant portfolio. The ideal candidate is a proven operator with a track record of driving measurable results in a multi-unit environment. They bring strong financial acumen, a genuine passion for guest experience and hospitality, and the leadership presence to inspire a high-performing restaurant team.

Requirements

• Bachelor’s degree in Business or a related field, or equivalent practical experience.
• Significant multi-unit operations leadership experience in QSR, fast casual, or a similarly structured consumer-facing environment.
• Demonstrated experience managing a P&L in a multi-unit setting, with a track record of achieving financial and operational targets.
• Drive-thru-oriented or high-volume QSR experience is a strong plus.
• Demonstrated leadership with the ability to drive specific behaviors by example and build high-performing teams.
• Strong coaching and development skills, with experience leading District Managers or equivalent field leaders.
• Ability to make prompt decisions, manage multiple priorities simultaneously, and communicate effectively across all levels of the organization.
• Proven track record in driving sales growth, enhancing operations, and building a guest-focused culture while delivering EBITDA targets.
• Strong financial acumen with proficiency in P&L management, labor management, and operational reporting.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with restaurant technology platforms (POS, scheduling, inventory, digital guest feedback tools) preferred.

Responsibilities

• Own the P&L for the 24-restaurant company portfolio (~$25M in annual revenue), driving performance against annual budget targets across sales, labor, cost of goods, and EBITDA.
• Develop and execute strategies to grow restaurant sales and guest traffic, identifying and closing performance gaps across the portfolio.
• Review and manage labor costs, scheduling practices, and cash and inventory controls to ensure financial accuracy and operational efficiency.
• Report on sales forecasts, profitability trends, and budget compliance to above-restaurant leadership on a regular cadence.
• Set and drive operational standards across all 24 company restaurants, ensuring consistent delivery of food quality, speed of service, cleanliness, and facility standards.
• Conduct regular on-site restaurant visits to assess performance, coach teams, and ensure adherence to brand and operational standards.
• Develop and implement action plans to address gaps in key metrics, including speed of service, food quality, friendliness, traffic, and sales.
• Streamline routine operational processes and follow-up cadences across the market to drive consistency and efficiency.
• Ensure quality control across guest service, facilities, and day-to-day restaurant operations.
• Foster a culture of warm, genuine hospitality across all 24 restaurants, where every team member understands that creating a great guest experience is the core of what Tim Hortons stands for.
• Champion a Guest-first culture across the company portfolio, ensuring every restaurant delivers a best-in-class experience that reflects the Tim Hortons brand.
• Analyze guest feedback, digital survey data, and audit results to identify trends and drive targeted improvements.
• Collaborate with Above Restaurant Leaders and Restaurant Managers to respond to guest feedback and continuously elevate the in-restaurant experience.
• Lead, coach, and develop a team of six direct reports, including four District Managers, creating a culture of high performance, accountability, and continuous growth.
• Oversee the recruitment, onboarding, and development of District Managers and Restaurant General Managers, ensuring a strong pipeline of talent across the portfolio.
• Conduct structured performance reviews and set weekly, monthly, quarterly, and annual goals for sales, operations, guest satisfaction, and profitability.
• Make hiring decisions and foster an inclusive, guest-centered team culture at every level of the organization.
• Serve as the primary liaison between company restaurants and cross-functional leadership teams, building alignment and driving execution of strategic initiatives through influence and effective stakeholder management.
• Partner with Development and Facilities teams to execute remodels, capital projects, and restaurant reinvestment initiatives while minimizing operational disruption.
• Engage directly with stakeholders to test, pilot, and provide operational feedback on new programs, products, and technologies prior to broader rollout.
• Uphold food safety standards and regulatory compliance across all company-owned locations.

Benefits

• health benefits (medical, dental, vision and life insurance) offered upon hire date
• fertility benefits to support family planning needs
• a 401(k) plan with Company match available after the first year of service
• time-off programs (PTO, sick leave, Company-observed holidays, and parental leave)
• short-term and long-term disability insurance
• telemedicine & mental wellness support
• professional development, offering various learning and development courses
• comprehensive global paid parental leave program that supports employees as they expand their families
• free telemedicine and mental wellness support

What This Job Offers

• Job Type: Full-time
• Career Level: Director