Director, Operations, Tim Hortons, US

Restaurant Brands International•Miami, FL

1d•Onsite

About The Position

Restaurant Brands International Inc. (RBI) is seeking a Director, Operations Excellence for Tim Hortons US. This role leads a team of six responsible for designing, testing, and implementing operational, technological, equipment, and training innovations across the Tim Hortons US restaurant system. Reporting to the Vice President, Franchise Operations & Operations Excellence, this individual is central to ongoing innovation and development, preparing the restaurant system for successful product launches, and driving day-to-day operational excellence. The ideal candidate has deep experience managing complex operational projects, collaborating across teams, and thrives in a fast-paced environment with strong problem-solving, communication, and leadership skills. A forward-thinking mindset is required to challenge the status quo, drive innovation, partner effectively with franchise operators, and deliver systems and processes that enable the brand’s values of Remarkable Reliability and Nice Like You Mean It. Effectiveness will be measured by improvements in guest satisfaction, digital guest feedback, speed of service, operational efficiency, sales growth, franchisee profitability, and restaurant audit scores. Collaboration with Marketing, Field Operations, Development, Digital, and Restaurant Technology teams, as well as direct engagement with franchise partners, is critical.

Requirements

Minimum 6 –10 years’ experience in operations, business consulting, or a related field
Prior experience in a Director-level or equivalent role preferred
Industry knowledge in business-to-customer operations
Experience in a franchised, drive-thru-oriented, or similarly structured environment is a strong plus
Demonstrated ability to lead, develop, and inspire a team of direct reports
Proven track record of leading cross-functional projects and contributing to strategy execution
Comfortable presenting to and collaborating with franchise operators; able to influence without authority and navigate franchisee relationships with professionalism and credibility
Strong problem-solving skills with a proven track record of addressing complex challenges with innovative, results-driven solutions
Deep appreciation for hospitality and guest experience; able to translate brand values into tangible operational behaviors and systems that teams can consistently execute
Excellent interpersonal skills and demonstrated ability to build trust and deliver value to internal and external stakeholders, including franchise partners
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)

Nice To Haves

Experience with training program management, vendor oversight, or operational technology implementation is a plus

Responsibilities

Lead operational innovation by identifying and implementing solutions across restaurant operations, with focus on equipment, kitchen processes, drive-thru operations, and in-restaurant efficiency.
Collaborate with cross-functional teams to deliver modern, efficient operations aligned with the brand’s strategic goals.
Drive the testing, refinement, and national rollout of new processes, systems, and innovations.
Design and implement systems and processes that embed the brand’s values of Remarkable Reliability and Nice Like You Mean It into everyday restaurant operations, enabling consistent, hospitable guest experiences at scale.
Contribute to continuous improvement efforts aimed at reducing equipment maintenance needs, improving operating efficiencies, and enhancing long-term profitability for restaurant operators.
Oversee the Tim Hortons US training ecosystem, including e-learning programs for restaurant Team Members and Tims University — the pre-opening training experience for all new franchisees entering the system.
Ensure all training content is current, operationally accurate, and aligned with brand standards, new product launches, and evolving system initiatives.
Partner with Field Operations and Franchising teams to continuously improve the franchisee onboarding and restaurant readiness experience.
Manage the development and delivery of operational training materials to support brand priorities and national rollout initiatives.
Partner with Marketing on all new product initiatives prior to launch, serving as the operational voice to ensure new menu items are operationally friendly and ready for national rollout.
Lead the evaluation and sourcing of any required smallwares, equipment, or process changes associated with new product introductions.
Develop and deliver training and communication materials to support successful product launches across company and franchise restaurants.
Manage relationships with key external vendor partners across multiple domains, including guest insights vendors, audit vendors, equipment vendors, and other strategic operational suppliers.
Hold vendors accountable to performance standards, timelines, and contract deliverables; escalate issues and drive resolutions as needed.
Identify and evaluate new vendor partnerships that support the brand’s operational innovation agenda.
Partner with the Restaurant Technology team to develop and implement technologies including POS systems, scheduling tools, production management platforms, and inventory systems.
Contribute to the restaurant technology roadmap, ensuring new technology integrations are operationally sound and support the guest and team member experience.
Work closely with Marketing, Development, Digital, and Field Operations teams to bring the brand’s guest experience vision to life through operational initiatives.
Serve as an operational thought partner across functions, ensuring alignment and execution excellence on brand priorities.
Engage directly with franchise partners to present new initiatives, gather feedback, and drive alignment on system-wide operational priorities.
Build strong, trust-based relationships with franchisees, acting as a credible and accessible resource for operational guidance, best practice sharing, and performance improvement conversations.