Operations Services Manager

Job Description:

POSITION SUMMARY: 

The Operations Services Manager elevates the guest and team member experience by building and maintaining operational procedures, ensuring platforms are aligned with business needs, and supporting communication and project execution across the organization.  This role acts as a critical partner to cross-functional teams and the field, driving operational excellence through clear processes, tools, and collaboration.  Serving as a key liaison, this person helps bridge the gap between the field and support teams, ensuring alignment and smooth, effective implementations. 

CORE RESPONSIBILITIES

Enable our Purpose to create lifelong memories by igniting the senses with unrivaled food and experiences:

Family: Work together to make everyone feel at home, and we step up when someone needs help

• Build and maintain strong relationships with restaurant teams and departments through regular one-on-ones or small group connects
• Serve as a trusted resource and advocate for operational excellence by regularly spending time in restaurants gaining firsthand understanding, capturing observations, and sharing insights to drive operational improvements

Greatness: We’re obsessed with being the best and work hard to continuously improve.  Our greatness is rooted in Quality, Service, Attitude and Cleanliness

• Standardize and maintain procedures by creating new SOPs, documenting tribal knowledge, and updating existing procedures to improve the guest and team member experience
• Serve on project teams supporting operational initiatives, gathering decisions and alignment from operations leadership as needed
• Explore opportunities to innovate and enhance restaurant operations by researching industry trends, leveraging new technologies, and identifying process improvements
• Develop materials in partnership with business owners, communications team, and Learning & Development for program and system rollouts
• Proactively provide updates on initiative progress while keeping projects on track and on budget
• Provide support around restaurant risk and compliance training completion

Energy: We move with urgency and passion, while maintaining attention to detail

• Maintain operational systems such as inventory and scheduling platforms, ensuring they are functional, updated, and aligned with business needs
• Manage operations calendar, rollouts, and refreshers, including setting up invites, booking spaces, preparing decks, and coordinating materials from stakeholders

Fun: We entertain our guests, we connect authentically, and we make each other smile

• Work with Communications, FP&A, and other teams to ensure that daily reports, notes for pre-shift meetings, and other field-facing information is clear, relevant, and actionable
• Support a seamless experience for restaurant teams by simplifying tools, reports, and communication touchpoints
• Other duties as assigned

ORGANIZATION RELATIONSHIPS

This role reports to the Director of Operations Services.  The Operations Services Manager will collaborate closely with all teams throughout the organization in addition to interacting externally with vendors and platform service providers.

QUALIFICATIONS

Educational Level/Certifications

• Bachelor’s degree

Work Experience, Qualifications, Knowledge, Skills, Abilities

• Minimum 3 – 5 years of experience as a Restaurant Manager
• 2+ years of project management experience preferred
• Excellent communication and collaboration abilities, with a focus on supporting field teams and cross-functional partners
• Strong organizational skills with the ability to manage multiple projects and deadlines
• Flexibility and the ability to adapt to change
• Demonstrated ability to foster strong partnerships and act as a connector between field operations and support teams

Travel Requirement

• Up to 25% travel may be required

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job.  This is not intended to be an exhaustive list of all the responsibilities, duties and skills required.  The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.