Director of Operations (DO)

Smashburger | Massachusetts • Natick, MA

398d

About The Position

The Director of Operations at Smashburger is responsible for overseeing the performance and management of multiple restaurant locations, ensuring a Gold Standard experience for both guests and employees. This role involves building restaurant sales and traffic, managing restaurant teams, and promoting a positive work environment. The Director will engage in talent development, performance management, and operational excellence across designated markets, while also being a key support for the management teams.

Requirements

• 5 years multi-unit experience in restaurants.
• Must be based in Metro Boston 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.
• 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.
• 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.

Responsibilities

• Manage performance of multiple Restaurant General Managers (RGM), Restaurant Managers (RM), and Restaurant Supervisors (RS) for 6-10 restaurants in various markets.
• Promote a fun and positive work environment by visiting restaurants in designated markets an average of four to six days a week.
• Hire and develop teams to continuously improve processes and procedures.
• 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.
• Manage guest experience metrics (NPS and OSAT) and resolve all guest complaints within 24 hours of the incident.
• Facilitate a minimum of two FSC audits per market each quarter.
• Monitor daily deposit tracking for corporate restaurants.
• Manage Distribution Center processes and communications for the market.
• Participate in the market bench plan call with Recruiting, HRBP, and Training.
• Maintain responsibility for financial performance directly impacting restaurant operations.
• Coach on the financial analysis of individual restaurants as needed.
• Support budget planning and routine reviews.
• Analyze trends and actual data to assess and improve restaurant level performance.
• Drive guest traffic utilizing both internal and external incentive programs.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed