Senior Director, Operations

Papa Johns•Remote Office - TN, TN

About The Position

The Senior Director, Operations oversees support of corporate restaurant operations within a region and is accountable for the region’s short- and long-term revenue growth and profitability. The role ensures people development, product quality, customer satisfaction, image management, restaurant profitability, and assimilation into Papa John’s culture while advancing initiatives that strengthen brand loyalty and financial performance. The position oversees operational and financial performance across the region, including restaurant visits, policy and procedure compliance, training, administrative responsibilities, delivery-area sizing, resource use, budgets, marketing, and evaluation of performance through reports and return-on-investment analysis. It identifies sales-growth opportunities, develops and monitors targeted marketing and district development plans, and adjusts strategies to support regional and company objectives. The role leads regional planning and real estate development efforts, including evaluating new builds, relocations, remodels, non-traditional opportunities, and sites; overseeing leases and landlord relationships; and managing related budgets. It also oversees Directors of Operations and restaurant teams, setting staffing and performance goals, supporting recruiting and succession planning, coaching and developing employees, resolving conflicts, and taking disciplinary action when appropriate. The Senior Director, Operations builds customer relationships through service, community presence, customer-oriented programs, and timely resolution of concerns. The role solicits and uses customer feedback to improve restaurant operations and brand loyalty, and develops strong working relationships with corporate departments and operations teams.

Requirements

High school diploma or GED required.
Five to seven years of progressive management experience.
Five to ten years of multi-unit management experience.
Analytical skills and ability to use data to generate insights for operational excellence.
Planning and prioritization skills, with an ability to focus on the highest-impact, highest-value work.
Financial and business acumen.
Ability to communicate effectively and candidly, including informing and influencing senior leaders.
Problem-solving ability, including using rigorous logic to develop innovative and effective solutions.
Process-improvement orientation.
Ability to build and leverage talent.
Ability to work in a challenging, fast-paced environment and adapt to new situations.
Ability to work cross-functionally on multiple initiatives and a successful record of advancing projects.

Nice To Haves

College degree preferred.
Serv-Safe or local/state food service certification preferred.

Responsibilities

Ensure regional restaurant profitability through effective management and operations, quality products, compliance with company policies and procedures, effective use of resources, training oversight, restaurant visits, administrative work, delivery-area monitoring, and implementation of operational changes.
Oversee financial goals, discretionary budgets, investments, expenditures, marketing co-ops, and marketing budgets; conduct ROI analyses and evaluate profitability and effectiveness using reports, measures, trends, budgets, comparables, people assessments, and calendars.
Identify sales-growth opportunities and develop targeted marketing and district development strategies and plans to meet or exceed financial and business objectives; monitor execution and adjust plans as necessary.
Lead regional planning and real estate development efforts, evaluating new builds, relocations, remodels, market needs, ROI, and non-traditional restaurant opportunities; work with Development on site approvals, oversee leases and landlord relationships, and manage budgets.
Oversee Directors of Operations and restaurant teams by determining labor needs, setting goals, leading staffing and recruiting, maintaining staffing levels, coaching and developing team members, and conducting succession planning.
Communicate performance expectations, assess development needs, establish performance measures and development plans, facilitate conflict resolution, and take appropriate disciplinary action, including termination when necessary.
Follow company policies and applicable federal, state, and local employment laws and ordinances.
Provide quality customer service, build and maintain a customer base, participate in customer-oriented programs, and maintain a strong community presence.
Respond promptly and professionally to customer concerns and complaints, ensure timely resolution, solicit and share customer feedback, and use feedback to improve operations and build brand loyalty.
Develop strong working relationships with corporate departments and the operations team.