National Director of Operations

Job Summary

The National Director of Operations is a senior leadership role responsible for overseeing strategic and operational performance across multiple locations. Reporting directly to the District Manager, this position provides leadership and direction to operational teams, ensuring consistent execution of business strategies, operational excellence, and exceptional client and customer experiences.

The National Director of Operations is accountable for coordinating and directing activities across the assigned portfolio through on-site leaders and Directors of Operations. This role is responsible for driving client satisfaction, operational consistency, financial performance, employee engagement, and account retention while supporting long-term business growth initiatives.

Position Objectives

In the performance of their duties, all employees are expected to:

• Deliver high-quality work within established deadlines.
• Work effectively both independently and collaboratively.
• Maintain professional relationships with clients, customers, colleagues, and business partners.
• Demonstrate strong communication, leadership, and teamwork skills.
• Foster a culture of innovation, accountability, and continuous improvement.
• Support company values, operational standards, and client commitments.

Major Responsibilities

1. National Oversight and Client Relations

• Develop and implement strategic plans that drive operational efficiency and support organizational goals across all locations.
• Provide oversight and leadership for all account operations, partnering closely with on-site leadership teams.
• Establish and maintain operational standards that optimize productivity, quality, and customer satisfaction.
• Build and maintain strong client relationships to support long-term account retention and growth.
• Ensure all team members consistently demonstrate exceptional hospitality and service.
• Promote awareness of available corporate resources, programs, and service enhancements.
• Support the development and review of business plans and client reporting as needed.
• Collaborate with national and regional partners to execute operational initiatives that improve consistency, efficiency, and service excellence.
• Establish, monitor, and improve operational procedures, policies, and standards while ensuring compliance with company and client expectations.

2. Operational Excellence

• Lead the implementation and ongoing effectiveness of company programs and initiatives across all sites.
• Drive performance against operational goals, key performance indicators (KPIs), and account objectives.
• Partner with site leaders to develop, monitor, and manage budgets while achieving financial targets.
• Foster strong communication and collaboration with clients, customers, and employees.
• Conduct regular site visits to support leadership teams, share best practices, and ensure operational consistency.
• Maintain accurate operational documentation, including procedures, policies, and standards.
• Collect, analyze, and report operational metrics to identify trends and opportunities for improvement.
• Prepare and deliver executive-level presentations on operational performance, strategic initiatives, and business outcomes.

3. Operational Leadership and Safety

• Provide leadership, coaching, and mentorship to Directors of Operations and other site leaders.
• Foster a culture of accountability, development, and operational excellence.
• Ensure the highest standards of food safety, sanitation, quality, and regulatory compliance are consistently maintained.
• Serve as executive operational support when key leadership positions are vacant or unavailable.
• Ensure staffing models align with business needs, financial goals, and service expectations.
• Partner with Human Resources to support workforce planning, talent acquisition, succession planning, and employee development.
• Participate in the selection and development of management-level employees.
• Support the creation and execution of leadership development and training programs.
• Promote employee engagement, retention, and professional growth.
• Create and maintain a strong safety culture where team members are empowered to identify and report safety concerns, near misses, and incidents.

Additional Responsibilities

4. Continuous Improvement and Innovation

• Develop and implement process improvements that enhance operational efficiency and effectiveness.
• Identify opportunities to improve the customer and client experience through innovation and best practices.
• Drive strong financial performance through sound budget management, labor optimization, cost controls, and revenue growth strategies.
• Stay informed on industry trends, emerging technologies, and evolving workplace service expectations.
• Evaluate and implement innovative tools, systems, and technologies that improve operational performance and enhance the overall experience.

5. Compliance and Governance

• Ensure compliance with company standards, policies, operational guidelines, and client-specific KPIs.
• Maintain compliance with all federal, state, and local regulations, including health and safety requirements.
• Ensure operational practices align with company objectives, client expectations, and industry best practices.
• Monitor and address operational risks proactively.

6. Additional Responsibilities

• Support the development and implementation of national account initiatives, standards, and strategic priorities.
• Travel up to 20% as required to support regional operations, site openings, business reviews, and operational initiatives.
• Provide leadership support across multiple locations, including affiliated or partner operations as needed.
• Perform other duties and responsibilities as assigned.

Qualifications

To perform this role successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's degree in Business Administration, Hospitality Management, Food Service Management, Operations Management, or a related field preferred.

Experience

• Minimum of eight (8) years of progressive leadership experience in multi-site operations, workplace services, food service, hospitality, facilities management, or a related field.
• Demonstrated experience leading large, geographically dispersed teams and complex operational environments.
• Proven success managing client relationships, operational performance, and financial outcomes.

Knowledge, Skills, and Abilities

• Strong strategic thinking, analytical, and problem-solving skills.
• Demonstrated ability to make effective decisions with minimal direction.
• Executive presence with excellent written, verbal, and interpersonal communication skills.
• Strong financial acumen, including budgeting, forecasting, and performance analysis.
• Exceptional organizational and project management skills with the ability to manage multiple priorities.
• Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Teams.
• Knowledge of food service operations, workplace hospitality, safety compliance, and operational best practices.
• Passion for delivering exceptional client, guest, and employee experiences.

Note: This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Responsibilities may be modified at any time to meet business needs.