Director of Retail Operations
About The Position
This is not a “maintain the status quo” operations role. This is a build-it role. At Hangar 24, we’re evolving from a person-dependent model to a system-driven operation and Front-of-House experience is at the center of that transformation. You’ll have the opportunity to design and implement a scalable training ecosystem and service model that defines how every guest experiences our brand across all locations. If you care deeply about great service, strong teams, and building systems that actually work in the real world, this is a rare chance to leave a lasting mark on a growing hospitality brand.
Requirements
- A Builder of Training Systems
- You don’t just run training, you create it. You’ve built onboarding programs, service models, or training systems that actually stick and scale.
- A Service-Driven Operator
- You have a strong instinct for what great hospitality feels like, and you know how to turn that into clear, teachable standards.
- A Multi-Unit Thinker (Even if You Haven’t Owned It Fully)
- You understand how to create consistency across locations and can translate expectations into repeatable systems.
- A Developer of People
- You know how to coach managers and teams in a way that builds ownership, not dependence.
- A Practical Systems Thinker
- You simplify complexity. You create systems that teams will actually use, not ones that sit in a binder.
Responsibilities
- Build the FOH Training System (Your #1 Priority)
- Design and implement a structured Front-of-House training ecosystem across all locations
- Create a clear service model that defines what “great” looks like at Hangar 24
- Develop onboarding programs, certification standards, and ongoing training cadence
- Ensure training is repeatable, measurable, and quickly effective
- Establish service recovery standards and guest experience expectations
- Drive Consistent Guest Experience Across All Locations
- Standardize how service is delivered—so every location feels like Hangar 24
- Define and track guest experience KPIs (reviews, feedback, secret shops, etc.)
- Partner with GMs to reinforce service expectations and coach teams in real time
- Ensure service standards are lived on the floor—not just written in a playbook
- Equip and Develop General Managers
- Train GMs to own and execute the FOH systems you build
- Establish a consistent operating cadence (weekly check-ins, accountability rhythms)
- Support GMs in developing strong teams and internal leaders
- Build confidence and capability without becoming the day-to-day operator
- Support Multi-Unit Operational Consistency
- Help implement and reinforce standard operating procedures across locations
- Identify inconsistencies and build simple, scalable solutions
- Partner with leadership to improve how operations are executed—not just observed
- Partner Cross-Functionally to Strengthen the Business
- Work closely with the Director of Culinary to ensure FOH and BOH alignment
- Collaborate with Marketing/Brand to ensure the guest experience matches the brand promise
- Support new store readiness by ensuring training and service systems scale effectively
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
