Senior Operations Manager

Top 4 Role Priorities

• Coach, support, and train other operation managers
• Be a beacon of encouragement and positivity for the team
• Take ownership of business results (successes & failures)
• Track and improve metrics of W.H.E.D Strategy

• Honesty & Integrity
• Commitment
• Pursuit of Excellence

A Sr. Ops Mgr. supports the Director of Operations in owning the numbers and results of multiple day parts. The purpose of the Sr. Ops Mgr. role is to constantly measure and improve those things that immediately affect the guest’s experience. The growth aspirations of someone in this role should be to reach director‑level status in the future of the organization.

• Assist in the hiring process of new Team Members
• Assist in coaching, training, and supporting other operations managers
• Set team goals that are in alignment with Dir. Of Ops vision and overall organizational goals
• Share scores visually and celebrate the wins with the team
• Identify potential leaders and help them develop and grow both operationally and relationally
• Communicate effectively, share ideas, & take a positive approach to all situations
• Create a LEAN culture and mindset and encourage 2‑second improvements to be shared

• Hold team members accountable to all policy standards, for example, timeliness, grooming, cell phones, uniforms, etc.
• Train and develop Team Members in all areas and systems, work with Dir. Of Training

• Provide both formal and informal feedback to the team on an ongoing basis
• Assist the training department with setting up 30‑day feedback sessions with New Hires
• Ensure disciplinary action is given fairly and consistently

• Ensure we are executing proper procedures in order taking, hospitality behaviors, speed, and accuracy, and provide ongoing feedback to TM and the training team.
• Protect the customer experience by ensuring packaging, food presentation, and quality that meet or exceed Chick‑fil‑A standards.
• Ensure your day parts consistently and systematically meet cleanliness standards (Front Counter, Dining Room, Rest Rooms, lot, BOH, etc.)
• Execute Lean Chicken Entrée at all times
• Use RQA, ROE, and CEM findings to ensure consistency and quality of products and behaviors. Address areas of improvement immediately. Work with the training team to address problems and create an action list.
• Maintain a Culture of Food Safety
• Maintain a clean and organized environment
• Ensure FOH and BOH Inventory is organized properly
• Partner with the training team to execute training and roll‑out of new products
• Assess current systems and implement ideas for improvement

• Ensure speed and quality of food to retain customers
• Work with the marketing team on the execution of catering orders and systems
• Assist with outside events as needed
• Coordinate with the marketing team about suggested selling behaviors with the FOH team members, including upselling to large, new menu items, etc.

• Own Food Cost results for desserts, sauces, and mitigate food waste
• Labor scheduling – own labor percentage and productivity. Train Ops managers and team leaders on Labor Scheduling procedures, how to increase productivity, put “aces” in their places, and appropriate times to ask for additional support.
• Equipment repair & maintenance – utilize Facilities page. Ensure FOH equipment maintenance is completed and become familiar with the process for damaged equipment.
• Execute LEAN in all areas, encouraging continuous improvement. Engage everyone at every level.

Overall Goals:

• CEM Overall Satisfaction
• QIV 99% or higher
• Secret Shopper Score
• Food Safety Score 2 or lower.
• SOS 4:30 or better
• Labor Productivity Rate $100+

How will you know this position has been successful?

• Customer comments – positive and negative
• Improvement in scores

• Guest and FOH Environment
• Front of House, Front of Outside store, and Dining Room areas must be clean at all times (fresh sanitizer water, clean floors, and handwashing sinks)

• Ensure that S.A.F.E assessments are completed daily
• Follow up with team members and corrective actions
• Communicate with the training…