Zone Operations Manager

Royal Farms•Baltimore, MD

About The Position

The Zone Leader is responsible for overseeing all aspects of store operations across a defined geographic zone, providing strategic leadership and support to District Leaders and their teams. This role ensures consistent execution of company systems, policies, and procedures while driving sales, profitability, and operational excellence across multiple districts. The Zone Leader plays a critical role in developing high-performing field leadership, fostering a culture of accountability, safety, and continuous improvement, and ensuring that stores deliver a consistent, high-quality customer experience. In partnership with cross-functional teams, the Zone Leader is accountable for achieving financial targets, including Controllable Gross Margin (CGM), labor, and inventory controls, and shrink reduction, while maintaining compliance with food safety, audit standards, and brand expectations.

Requirements

Excellent leadership skills with the ability to inspire and develop high-performing teams.
Strong relationship-building and coordination skills across departments and levels.
Highly disciplined and results-driven.
Strong systems thinking and commitment to compliance.
Strong decision-making skills and the ability to make and manage tough decisions.
Demonstrated passion for the brand, food service, and continuous improvement.
High energy and a positive, motivating presence that drives team engagement.
Strong written, verbal, interpersonal, and presentation skills.
High-level problem-solving and executive functioning skills.
Must be able to travel approximately 80% of the time (mostly local, with occasional overnight stays)
Proficient in Microsoft Office Suite (Excel, Word, Outlook) and have technical skills.
Valid driver's license and the ability to travel regularly within the assigned zone.
Commitment to upholding company values, policies, and operational standards.

Nice To Haves

5 or more years of experience in multi-unit leadership within restaurant, QSR, or high-volume food service/convenience retail operations.
Bachelor's degree in Business, Retail Management, or a related field

Responsibilities

Meet or exceed Controllable Gross Margin (CGM) targets by increasing comp store transactions and sales, with a focus on high-margin food service items.
Maximize all sources of revenue - including sales, margins, and other income - while actively reducing controllable expenses.
Fanatically control expenses, especially labor costs, shrink, and store use.
Drive improvement in Brwak-Ecen Pool Margin (BPM) by increasing sales and reducing operating expenses.
Regularly review CGM reports and daily/weekly financial reporting to identify performance opportunities and challenges.
Leave financial reporting to guide focus areas and take action in partnership with Store Leaders and District Leaders.
Ensure rigorous execution and compliance with all Royal Farms systems and procedures across all stores.
Field-coach and mentor District Leaders and Store Leaders to drive system execution.
Reinforce that full system compliance results in clean, well-stocked stores that are rush-ready and deliver fast, friendly, and frictionless service - ultimately improving sales, lowering costs, and maximizing CGM.
Implement LEAN mindset principles to streamline processes and eliminate waste.
Champion the Royal Farms brand by upholding high standards of operational excellence, including: Store cleanliness Customer service Safety and compliance Merchandising Just-in-time replenishment to avoid stockouts.
Make brand-consistent decisions that reflect company values and enhance the customer experience.
Coach, mentor, and develop high-performing Store Leaders and District Leaders.
Drive succession planning across all levels of the operations team in partnership with Human Resources.
Build a highly qualified and accountable field team through consistent leadership, training, and performance feedback.
Provide influential leadership and foster a culture of teamwork, interdependence, and mutual accountability.
Maintain a visible and positive leadership presence throughout the organization.
Promote a safe working environment and instill safety as a top priority.
Actively reduce the risk of incidents involving employees and customers to lower overall operational costs.
Demonstrate a growth mindset - remain open to learning, embrace feedback, and seek continuous improvement opportunities.
Follow Royal Farms' safety, security, and operational procedures as outlined in SOPs and training materials.
Uphold the mission, core values, and brand standards of the company by ensuring all practices reflect integrity, accountability, and operational excellence.
Performs other projects/duties as assigned.
Supervises District Leaders within the Zone.