OPERATIONAL EXCELLENCE MANAGER

Job Summary

The Operations Manager of the Operational Excellence (“Op-Ex”) Program leads the execution and continuous improvement of the company-wide Op-Ex evaluation program, overseeing daily operations, team performance, and program delivery. Reporting to the Sr. Director, this role ensures consistent, efficient execution across all locations by managing scheduling, evaluations, reporting, and stakeholder alignment. The position drives operational excellence by translating insights into action, coaching teams, and ensuring brand standards, guest experience, and operational performance are consistently measured and improved.

Key Responsibilities:

Program Operations & Execution

• Manage program logistics including evaluation scheduling, travel planning, and resource allocation to meet business priorities and budget requirements.
• Establish and maintain standardized processes, tools, and methodologies to ensure program consistency and scalability.
• Monitor program performance through defined KPIs, ensuring alignment with organizational goals.

Team Leadership & Development

• Lead, coach, and develop a team of Operational Excellence Consultants.
• Provide ongoing training, feedback, and performance management to drive high standards of accuracy, consistency, and professionalism.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Ensure proper workload distribution and optimize team productivity.

Evaluation Quality & Continuous Improvement

• Oversee the execution and quality of in-unit Operational Excellence Reviews.
• Conduct evaluations as needed and provide pre- and post-review guidance.
• Drive calibration and consistency across evaluators through standardization and quality assurance practices.
• Identify trends, root causes, and opportunities for improvement across operations.

Insights, Reporting & Stakeholder Influence

• Analyze program data to generate actionable insights, performance reports, and improvement recommendations. Present findings and strategic recommendations to senior leadership.
• Translate insights into clear, prioritized action plans that improve operational and guest experience outcomes.

Program Development & Standards Ownership

• Ensure alignment between evaluation criteria and evolving business priorities.
• Drive innovation in data collection, reporting, and program effectiveness.

Qualifications:

• Ability to travel up to 50%.
• Preferred education: Associate and/or Bachelor's Degree in food service, culinary arts, hospitality, nutrition or relevant field.
• Preferred background/experience: 5+ years of experience in operations, continuous improvement, or operational excellence role.
• Demonstrated experience leading teams and managing complex, multi-location programs and cross-functional teams.
• Strong leadership skills with the ability to coach, influence, and drive accountability.
• Proven ability to manage multiple workstreams, priorities, and deadlines simultaneously.
• Experience with performance measurement, KPI development, and root cause analysis.
• Excellent communication and cross-functional collaboration skills.
• High attention to detail with a commitment to quality and consistency.
• Strong analytical and problem-solving capabilities.
• Advanced proficiency in Microsoft Office, iOS, and data collection and analysis programs. Preferred experience utilizing AI to drive efficiency/accuracy.