General Manager

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Job Title: General Manager | Job Code: MG40

Job Family: Operations • Career Path/Job Link Level: • Job Function: Corporate Restaurant Operations • Career Level/Cluster: • Job Function Summary: Manages and assumes responsibility for all functions of a Papa John’s restaurant to ensure restaurant profitability. This is accomplished by being a self‑sufficient leader, making quality decisions, and ensuring proper planning, forecasting, and systems are in place. Other responsibilities include managing operations, executing all Company policies, procedures, programs, and systems, and ensuring compliance with all federal, state, and local laws and ethical business practices.

Job Purpose

This position oversees all operational aspects of a Papa John’s restaurant, including execution of all Operations Manager duties when that position is unavailable. Operations Managers, Manager Designates, and Shift Leaders report directly to the General Manager.

Key Responsibilities

• Monitor product quality and customer service standards, identify deficiencies, and follow up with direct reports to address and correct areas of concern.
• Respond promptly and professionally to all customer concerns or issues.
• Solicit customer feedback, share feedback with the team, and use it to improve operations and build brand loyalty.
• Oversee training and execution of quality standards.
• Oversee recruiting efforts to meet staffing needs and ensure compliance with uniform and appearance standards.
• Establish and communicate performance expectations, conduct timely performance reviews, document performance issues, and take appropriate disciplinary action up to termination.
• Coach and develop direct reports, fostering teamwork, energy, and a fun atmosphere, and implement recognition programs to retain high performers.
• Manage sales goals against budget and prior year, monitor ticket average and order frequency, and execute marketing strategies to enhance sales.
• Manage profit goals, control food, labor, and other costs within budget, and use the FOCUS System to correct deviations and improve profitability.
• Plan and manage inventory levels and minimize loss through the restaurant’s computerized inventory system.
• Maintain company assets, ensure equipment operates properly, uphold safety and security standards, and oversee preventive maintenance.

Functional Skills, Education, Experience & Certifications

• Two years successful restaurant management or supervision experience (preferred).
• High school diploma or equivalent (required).
• Serv‑Safe/Local/State Food Service Certification.
• Basic accounting, including invoice reconciliation and financial statement analysis.
• Cash management skills.
• Bilingual in certain markets.
• Driver’s license valid in the applicable state(s) and satisfactory vehicle.
• Strong analytical skills, planning and prioritization, financial and business acumen, effective communication, problem‑solving, process improvement, talent building, independent work with minimal supervision, and goal delivery.

SCOPE and Reporting

Financial authority: cost and/or revenue budget with exclusive authority. Reporting relationship: TBD Director of Operations.

Physical Demands

Regularly required to stand, talk, hear, use hands repetitively, walk, grasp, bend, twist, reach above shoulder level, crouch, kneel, lift up to 20 pounds, occasionally lift or move over 20 pounds, and balance.

Working Conditions

Normal restaurant environment. ADA: Reasonable accommodations made in compliance with the Americans with Disabilities Act of 1990 and its 2008 Amendments.

Competencies

• Strive for Excellence – knowledgeable about organizational workings and key policies.
• Harnessing Value and Potential – mentoring style that drives performance without compromising culture.
• Customer Centric – personal responsibility for increasing satisfaction and delivering consistent brand messaging.
• Leadership Courage – defines expectations, manages resistance, and adjusts when necessary.
• Bias for Action – decisiveness, system improvement, and setting priorities.
• Optimizing Collaboration – fosters open communication and shared goals.
• Credibility and Influence – negotiates skillfully and builds trust.

Other Information

• Must be 18 years of age or older.
• Must be able to work long hours, scheduled or unscheduled, including nights, weekends, and emergencies.
• Employment is exempt, salaried, and contingent upon a satisfactory background check.
• Must be aligned with Papa John’s values.

Papa John’s is a Federal Contract employer who participates in E-Verify to confirm employment eligibility for each new team member. Papa John’s is an affirmative action and Equal Opportunity Employer.