DIRECTOR OF OPERATIONAL EXCELLENCE

Job Summary

The Director, Operational Excellence drives operational excellence across all FLIK-managed Merck locations, ensuring compliance with Merck, Compass Group, and FLIK requirements. This role develops strategies for brand standards, self-evaluation, third-party evaluations, training, and continuous improvement. Reporting to the Vice President of Experience & Operational Excellence, the Director partners with unit operations, culinary, marketing, and executive client stakeholders to optimize performance, streamline processes, and uphold service standards.

Key Responsibilities
•    Develop, implement, and manage a comprehensive operational excellence program across all Merck campuses.
•    Enhance divisional standards, protocols, and service training to drive client retention and customer satisfaction through a tailored Merck “playbook.”
•    Conduct operational reviews and self-assessments to analyze business trends and identify improvement opportunities across café, catering, and conference operations.
•    Serve as the liaison between FLIK Hospitality and Merck client leadership, providing transparency and proactive updates.
•    Deliver ongoing training for management and frontline associates on operational excellence, platinum service, and operational areas including marketing, purchasing, culinary, finance, and HR.
•    Reinforce daily operational standards through pre-shift meetings, spot checks, and coaching.
•    Lead quarterly site-level reviews aligned with KPI reporting and SLA requirements.
•    Partner with site leadership to proactively drive excellence, reduce gaps to standards, and improve KPIs.
•    Communicate gaps to standards, action plans, and training to stakeholders and senior leadership.
•    Guide stakeholders in developing division-specific operational standards informed by review insights and best practices.
•    Support action plan submission and completion, ensuring effective resolution of gaps.
•    Prepare and present regular performance reports, improvement plans, and insights to client leadership.
•    Support KPI documentation, audit results, and compliance reports within the SLA framework.
•    Liaise with the synK experience team and operational excellence team to implement Merck culture, leading practices, and training opportunities.
•    Monitor and analyze review results to identify trends and opportunities.
•    Support other quality assurance initiatives including food safety, HACCP, risk mitigation, and workplace safety as needed.

Additional Responsibilities
•    Fulfill any other assigned duties as needed.

Preferred Qualifications
•    Associate’s or Bachelor's Degree in food-service, culinary arts, hospitality, or related field.
•    Minimum five years’ experience in multi-site foodservice or corporate dining management; hospitality management and quality assurance background preferred.
•    Exceptional communication skills to share customer insights and drive performance improvement.
•    Adaptability to new/evolving technologies.
•    Ability to thrive in complex, fast-paced environments.
•    Strong relationship-building skills.
•    Self-driven mindset with ability to manage multiple workstreams.
•    Project management skills: timeline management, prioritization, and simultaneous deliverables.
•    High attention to detail and quality.
•    Strong coaching, training, and development skills.
•    Advanced proficiency in Microsoft Office, iOS, and data analysis programs.
•    ServSafe Manager Certification.
•    Ability to travel up to 50%.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.