MANAGER, OPERATIONS SERVICES

El Pollo Loco•Costa Mesa, CA

20h•Hybrid

About The Position

The Manager of Operations Services is responsible for leading the development, implementation, and optimization of equipment used to support operational activities. This role oversees equipment design improvements, operational readiness, maintenance strategies, and cross-functional collaboration with development, operations, safety, and vendors to ensure equipment performance, reliability, and cost efficiency. The position plays a key role in identifying operational needs, translating those needs into equipment specifications, and delivering creative solutions, ensuring the effective execution of all tests aimed at enhancing operational efficiency and driving new project initiatives. This position is accountable for developing and writing procedures, job aids, build cards, scripts, and other written communications. In addition, the individual delivers training support for the introduction of new equipment, products, procedures, and program optimizations; and serves as a training and information conduit between the Support Center and the Field. This position is required to spend time in the field visiting the test kitchen and restaurant locations.

Requirements

5+ years restaurant management experience in a restaurant chain concept with 2+ years’ project management experience required.
Possess and maintain a valid driver's license.
Proven experience in a similar role within the restaurant or hospitality industry.
Ability to translate complex concepts into clear and concise procedures and instructional materials.
Confidence in execution of strategic initiatives.
Must be decisive and able to make fact-based decisions.
Must be discreet and have the ability to maintain confidentiality.
Strong analytical and problem-solving mindset and skills; meticulous attention to detail.
Ability to effectively communicate with internal and external business partners.
Ability to prioritize and plan work assignments and work under pressure of frequent and tight deadlines.
Ability to exercise independent judgment on matters of significance to the company.
Ability to read, write, and interpret complex reports, documents, and correspondence.
Proficiency with technology including Microsoft Office Suite applications, customized database applications, and internet research tools.
Adept at managing and prioritizing competing time sensitive requests while working well in a team atmosphere that may be under pressure.
Must be willing and able to travel locally within Southern California and to out-of-state restaurant locations, as needed by car or airplane.

Nice To Haves

AA or bachelor’s degree in business management

Responsibilities

Partner with cross-functional teams to design, prototype, test, and implement new equipment solutions.
Ensure new equipment is aligned with operational goals for safety, productivity, and reliability.
Manage all development of new equipment including working with vendors and culinary to stress test and validate operational performance.
Develop operational procedures and best practices for equipment utilization.
Identify opportunities to improve efficiency through equipment modifications or new technology adoption.
Lead all pilot programs and field testing of all new equipment before full operational rollout.
Manages Operations in-restaurant new process testing to support equipment changes, technology initiatives, new product testing, labor cost maintenance and improved efficiencies.
Leads program optimizations based on test results by listening and responding to GM/AL/RDO and franchise feedback, and other broader business elements that may have program implications.
Manages and tracks processes to ensure all tasks support the successful evaluation and performance of all operations’ projects, products and processes.
Generates summary of test performances and operational impact on a daily and weekly basis.
Provides sound decision making and thought leadership; assesses and communicates with multiple and various integration points to cross functional teams using formal and informal networking to create influence and gain consensus on sound business approaches.
Trains Test Restaurants, Area Leaders, Company/Franchise Directors in new products/procedures during small group, hands-on and webinar training sessions.
Visits test restaurants to assess if each program is being executed as designed, as well as provides any needed feedback.
Collects and communicates Operations feedback for all tests and system rollouts, including the integration of other key programs.
Assesses the usefulness and relevance of the training materials and makes needed changes to facilitate understanding, ease of operations, etc.
Creates materials, job aids, and reports, to support new product and equipment tests and roll outs, including writing procedures and other new initiatives that are introduced system-wide designed to encourage strict compliance with standards.
Other activities, duties or responsibilities that are assigned by your supervisor.