Service Excellence Manager Jobs in Georgia (NOW HIRING)

Position Summary

The Operations Excellence Manager serves as a key member of Tailwind Hospitality's Operations Excellence Team, providing direct operational leadership and support to locations throughout the organization. This highly travel-intensive position is responsible for deploying to locations experiencing leadership vacancies, staffing shortages, operational challenges, new business openings, acquisitions, and other critical business needs.

Operations Excellence Managers serve as the primary field support resource for General Managers and Operations leadership, ensuring locations maintain operational continuity while delivering exceptional guest experiences, financial performance, and compliance with company standards. This role provides hands-on operational leadership, coaching, and mentoring while promoting consistency and operational excellence across the organization.

Operations Excellence Managers are expected to quickly integrate into any Tailwind operation and provide immediate leadership, stability, and operational expertise. Based on business needs, individuals in this position may be offered the opportunity to assume permanent operational leadership roles within the organization. Extensive nationwide travel is required.

This position is a remote/hybrid role with regular travel, and we are seeking candidates located within or near key U.S. markets, including Atlanta, GA; Philadelphia or Pittsburgh, PA; Dallas, Houston, or Austin, TX; Seattle, WA; Salt Lake City, UT; and other major metropolitan areas that provide convenient access to major airports and our operations.

Essential Duties and Responsibilities

Operational Leadership

• Provide direct operational leadership for locations experiencing management vacancies, staffing shortages, performance concerns, or other operational challenges.
• Serve as the primary operational support resource for assigned locations during temporary deployments.
• Lead daily restaurant operations while ensuring uninterrupted business performance.
• Support General Managers and Operations leadership with day-to-day operational challenges while reinforcing company standards and expectations.
• Assist with new location openings, contract transitions, acquisitions, remodels, and special projects.
• Assume temporary General Manager responsibilities when assigned.

Operational Excellence

• Ensure consistent execution of Tailwind Hospitality's operational standards.
• Promote accountability, consistency, servant leadership, and operational excellence throughout assigned locations.
• Identify operational opportunities and recommend process improvements.
• Implement company initiatives, operating procedures, and best practices.
• Maintain operational readiness while adapting quickly to changing business needs.

Financial Performance

• Manage labor scheduling and productivity to achieve established labor budgets.
• Monitor food cost controls, inventory management, and waste reduction initiatives.
• Ensure proper cash handling procedures, cash on hand accountability, deposits, and financial controls.
• Assist locations in achieving sales growth, profitability, and operational performance goals.
• Support budgeting initiatives and operational cost management.

Food Safety and Compliance

• Ensure compliance with all food safety standards, health department regulations, and company operating procedures.
• Maintain high standards of sanitation, cleanliness, and food quality.
• Ensure compliance with airport authority requirements, TSA regulations, licensing requirements, and company policies.
• Conduct operational assessments and implement corrective action plans as needed.

Guest Experience

• Champion Tailwind Hospitality's commitment to exceptional guest service.
• Ensure customer-focused initiatives are consistently executed.
• Resolve guest concerns promptly while maintaining high service standards.
• Foster a culture that prioritizes hospitality and operational excellence.

Leadership Development

• Coach and mentor General Managers, Assistant Managers, Kitchen Managers, and hourly leadership.
• Reinforce company culture, leadership expectations, and operational standards.
• Assist with onboarding and training of new managers.
• Support succession planning through leadership development and coaching.

Cross-Functional Collaboration

• Partner with Human Resources on recruiting, onboarding, employee relations, and staffing initiatives.
• Collaborate with Culinary to ensure menu execution, food quality, and operational consistency.
• Work closely with Finance to improve financial performance and reporting.
• Support Retail Operations and other corporate departments in executing company initiatives.

Qualifications

Education

Associate's degree in Business Administration, Hospitality Management, Restaurant Management, or a related field required. An equivalent combination of education and progressive operational leadership experience may be considered in lieu of a degree.

Experience

• Five to seven years of progressive restaurant or hospitality management experience.
• Minimum of three years managing multi-unit operations or serving as a General Manager of a high-volume operation.
• Demonstrated success improving operational performance and financial results.
• Experience supporting new business openings, acquisitions, or operational transitions preferred.
• Airport concessions or travel hospitality experience strongly preferred.
• Ability to quickly adapt to new environments and effectively lead diverse teams.
• Knowledge, Skills and Abilities
• Strong operational leadership and coaching abilities.
• Excellent financial acumen with the ability to manage labor, food cost, sales, and profitability.
• Comprehensive knowledge of restaurant operations and hospitality best practices.
• Thorough understanding of food safety regulations and sanitation standards.
• Excellent organizational and problem-solving skills.
• Ability to make sound decisions in fast-paced operational environments.
• Strong communication and interpersonal skills.
• Ability to influence and lead teams without long-term direct reporting relationships.
• Strong conflict resolution and change management skills.
• Proficiency with Microsoft Office, POS systems, labor management software, and restaurant operating systems.

Travel Requirements

• Extensive nationwide travel, up to 90%, based on business needs.
• Ability to remain deployed at locations for extended periods as operational needs require.
• Must possess a valid driver's license and maintain the ability to travel by automobile and commercial airline.
• Must be available to work evenings, weekends, holidays, and flexible schedules.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 50 pounds.
• Ability to work in restaurant, retail, warehouse, and airport environments.
• Ability to travel frequently and work flexible schedules.

Success Measures

The Operations Excellence Manager will be evaluated on:

• Successful stabilization of assigned locations.
• Operational continuity during leadership vacancies.
• Labor cost performance.
• Food cost management.
• Food safety and sanitation compliance.
• Cash handling accuracy and operational compliance.
• Guest satisfaction and customer service performance.
• Successful implementation of company initiatives.
• General Manager and Operations leadership satisfaction.
• Leadership coaching and development.
• Overall operational consistency across assigned locations.

STANDARD SPECIFICATIONS

Employees in this position are required to adhere to any job-related instructions and perform any additional duties assigned by authorized personnel. The requirements outlined in this document represent the minimum levels of knowledge, skills, or abilities necessary for this role.

This document does not establish an employment contract, either explicit or implied, other than maintaining an "at-will" relationship.

This is an equal-opportunity employer committed to creating a diverse and inclusive work environment. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit-based factors. We provide reasonable accommodations for individuals with disabilities in accordance with the Americans with Disabilities Act (ADA). If you require any accommodations during the application process, please contact our HR department at recruiter@tailwindconcessions.com.