Director of Operations (DOO)

Smashburger•Westerville, OH

13d

About The Position

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!

Requirements

5 years multi-unit experience in restaurants
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

Responsibilities

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