Retail Franchising Director jobs in Massachusetts

Position: Director of Operations Services

Reports to: Chief Operating Officer (COO)

FLSA: Full-Time Exempt

WAHLBURGERS is a working-class organization, rooted at the family’s kitchen table where the food is always the star of the show. We embrace loyalty, gratitude, excellence, and community by demonstrating these values in our restaurants every day. We like to have fun and make our guests smile by providing an excellent guest experience and a chef-inspired menu that offers delicious burgers and so much more!

Job Summary

As the Director of Operations Services, you will play a vital part in collaborating with internal departments and our Franchise Business Partners (FBP). Your main responsibilities will involve optimizing the operational aspects of our various restaurant locations and franchises, thereby ensuring the success of our Franchise Business Partners (FBP). This includes identifying training needs, creating training programs to enhance team members' skills and performance, and ensuring consistent brand adherence across all locations.

Additionally, you will be tasked with overseeing the development, implementation, and management of effective business systems and strategies, such as OLO, EzCater, Schoox, 3rd Party Vendors, Chatterbox, iAuditor, Restaurant 365, among others. Your efforts in this area will help us maximize results and facilitate reporting across both company-owned and franchise locations. Your focus will be on delivering top-notch training programs that leverage Social Media, Video Production, Instructional Design, and Business Process Management to elevate the learning and performance standards within our operations.

Key Performance Elements/Essential Functions

Job Responsibilities

Communication:

• Maintain regular organizational communications to ensure timely and effective communication to the field. including written communication, visual communication, and audiovisual communication:

Standardization and Compliance:

• Develop and implement standardized operational procedures, ensuring compliance with brand standards, health and safety regulations, and industry best practices.

Training and Development:

• Your role is critical in ensuring the success of Franchise Business Partners (FBP) by assisting them in optimizing the operational aspects of our multiple restaurant locations and franchises.
• Identify training needs and develop training programs to enhance team members' skills and capabilities.
• Ensure ongoing training is occurring and brand standards are followed across all restaurant locations.
• Oversee the development, implementation & management of successful business systems & strategies.

Supply Chain Management/Menu Items:

• Collaborate with our internal purchasing team.
• Work in partnership with internal and external stakeholders on New & Permanent LTO Products, equipment, and packaging development, testing, and implementation.

Quality Control:

• Implement quality control measures to maintain the highest food quality, service, and cleanliness standards across all locations.

Customer Experience Enhancement:

• Work collaboratively with other departments in a cross-functional environment to implement strategies to enhance the overall customer experience, including customer service initiatives, menu improvements, and restaurant enhancements.

Franchise Support:

• Help create a culture of excellence, engagement, and empowerment for our franchisees, managers, and team members and provide them with the tools and resources they need to achieve their goals of growing both top line and bottom line through great guest experiences.

Market Analysis and Expansion:

• Work internally with Franchise Business Partners (FBP) as new franchisees open restaurant locations, detailing the training process, and providing all the required training materials necessary to ensure ongoing collaboration and brand standards.

Education And Experience Qualifications

• Bachelor's degree in Business Administration, Hospitality Management (preferred), or related industry/field experience.
• Proven experience in a leadership or training role within the restaurant industry, preferably with multi-unit and franchise operations.
• Strong understanding of restaurant operations, training, food service & safety, and customer service.
• Ability to develop ideas from scratch and develop ideas into concepts.
• Excellent leadership and communication skills, with the ability to inspire and motivate others.
• Analytical and strategic thinking abilities, with a track record of driving operational improvements.
• Ability to travel or work off hours as required to support various restaurant locations.
• Strong interpersonal skills and the ability to build positive relationships.

Skills

• Leadership and team management
• Problem-solving and decision-making
• Excellent communication and interpersonal skills
• Attention to detail and organizational skills.
• Adaptability and resilience in a fast-paced environment
• Proficiency in Microsoft Office Suite and preferred knowledge of various restaurant management/training software (i.e. Aloha, Restaurant 365, OLO, EzCater, Schoox, 3rd Party Vendors, Chatterbox, iAuditor,).