Director Of Customer Operations Jobs (NOW HIRING)

Description:
The Director of Operations (DO) is responsible for the operations of a company owned market comprised of ten (10) to thirty five (35) restaurants. Above all, their key role is to monitor and improve customer satisfaction and profitability through efficient operations, living and exampling the company mission and values, and to protect the health of customers through food safety and sanitation. The Director of Operations overall focus is to:
• Increase average unit volume (AUV) of sales and control costs
• Drive operations excellence
Requirements:
These are listed and defined as follows:
Ethics/Integrity - Applies uncompromising ethical standards to all aspects of the business, both personally and in guiding others.
Valuing Diversity - Respects and understands individual differences in people, guiding actions and decisions accordingly.
Business Orientation/Customer Focus - Aligns own behavior and decisions with the needs and goals of BKC. Understands and interprets organization results and uses them to guide actions. Works to help customers "Have it their way" by focusing on meeting and exceeding their needs without compromising BKC's position or standards.
Technical/Specialized Knowledge - Demonstrates the capacity to apply technical/professional knowledge and distributes that knowledge to others.
Innovation/Flexibility - Adapts to changes in the environment, both business and personal. Develops creative ideas or approaches to address a situation or issue. Takes measured risks and encourages others to be open to new ideas.
Self-Improvement - Actively develops own skills and creates opportunities for personal learning and development.
Tactical Planning/Execution - Develops plans to accomplish BKC goals and objectives; executes plans using necessary resources.
Results Orientation/Decision Making - Takes accountability and demonstrates drive in delivering superior results. Displays clear purpose, enthusiasm, and commitment to deliver both short and long term business goals. Confronts issues/problems with directed and focused actions in a timely and reasoned manner.
Coaching/Training - Improves others' performance by providing opportunities for continuous learning and development and empowering others to take advantage of these opportunities.
Managing/Resolving Conflict - Brings conflict out into the open and attempts to resolve collaboratively. Works toward win/win solutions whenever possible.
Communication - Listens, speaks, and writes effectively in a variety of circumstances, sharing information and ideas with others.
Foster Teamwork - Creates an environment allowing people to work cooperatively; actively participates in the team.
Influence/Advocacy - Persuades, influences or gains the support of others and causes them to take action.
Challenge - Strives to challenge self and others at every junction. Comfortable in a culture, which demands that one, thinks on his/her feet. Takes responsibility for ensuring that others have thought through their actions.
Additional Info:
Other Key Responsibilities:
1. Sales Building - Work with DCO and Restaurant Management team to determine sales and profit goals. Assist in the development of sales building activities and monitor sales performance evaluating success of these activities. Provide input to Restaurant Management on local programs to maximize the impact of local restaurant marketing. Review current national marketing programs and the associated impact on the market
2. Business Planning - Develop yearly business plans with Restaurant and formerly review on a quarterly basis. Integrate area plan into overall plan for the ADI, with a focus on sales and financial performance. Identify and redirect resources required to achieve goals.
3. Monitor/Manage Restaurants' Financial Performance - Analyze and report weekly on controllables, sales and profits to ensure accurate and timely financial tracking. Track variances and analyze financial performance on an ongoing basis to identify potential problems in meeting financial goals. Consult with restaurant management, DCO, and controllers on issues and problems reflected in financials and problems affecting profitability. Ensure execution of operating standards that optimize return on assets and increases sales and improves profits, achieve ROPO goals.
4. Restaurant Business Management - Serve as a source of expertise for others regarding the industry's changing technology, competition and legal requirements. Evaluate practices against legal standards and facilitate compliance, ensuring government regulations (Federal, State, Local) are upheld by all management staff. Assist restaurant management to balance profits with operations and people development. Serve as a conduit for obtaining required resources. Monitor restaurant management performance against established goals. Work with restaurant management team to ensure good public relations efforts that enhance and preserve Burger King as a positive member of the community.
5. Restaurant Operations Consultation and Trouble Shooting - Work with restaurant managers in overcoming obstacles to effective operations. Conduct restaurant visitations and follow-up visits to assess QSC and operational excellence. Reinforce and follow-up on established strategies, actions plans and operational issues. Work with restaurant management team to deal with tough customer problems and ensure guest complaints are resolved in the correct manner and with a sense of urgency. Ensure all restaurants operate at a high quality level with emphasis on guest service while adhering to all health and safety company standards and procedures.
6. Manage and Lead Restaurant Management Teams - Utilize communications processes to ensure all staff are aware of organizational strategies, company and restaurant goals and expectations, and BK performance standards. Counsel and develop RM's in the achievement of company standards. Assist in the development of and monitor and evaluate the achievement against performance and development plans. Coach and counsel RM's regarding career interests, strengths and weaknesses, and career progression. Assist in the training of and coordination of training for restaurant management. Stay in constant contact with Human resources representative on employee relations issues.
7. Monitor/Manage Restaurants' People Processes - Assist restaurant management in determining staffing needs and position requirements for crew. Authorize labor hour allowances as required to maintain efficient operations. Ensure compliance with all legal and regulatory guidelines, such as Affirmative Action, labor laws, I-9's and ADA. Ensure proper training is successfully completed of all company restaurant personnel in relation to their job position and development. Perform training audit on each company restaurant annually. Carry out performance compliance reviews as and when required. Work with Staffing Coordinator to select qualified restaurant management candidates for restaurants
8. Communications and Administration - Plan, organize and conduct meetings with restaurant management and other Burger King functions. Respond to requests for information, reports, and other communications from restaurants on a timely basis. Complete administrative activities related to managing people and a business.
9. Team Membership and Involvement - Serve as an active participant of your BK field team. Attend meetings with teams from other areas to share expertise, innovations and solve area issues. Stay informed about issues in other areas, assess how they may affect your own area and take action as needed. Share best practices with other teams and areas as appropriate.
10. Self-Development - Stay abreast of industry changes. Set and achieve goals against development plan. Build team-related and leadership skills. Participate in seminars and training offered at BK meetings and other functions. Participate in special projects.