Senior Operations Manager

Senior Operations ManagerTop 4 Role Priorities1. Coach, support, and train other operation managers2. Be a beacon of encouragement and positivity for the team3. Take ownership of business results (successes & failures)4. Track and improve metrics of W.H.E.D StrategyCore Values:Honesty & IntegrityCommitmentPursuit of ExcellenceVisionA Sr. Ops Mgr. supports the Director of Operations in owning the numbers and results of multiple day parts. The purpose of the Sr. Ops Mgr.

role is to constantly measure and improve those things that immediately affect the guest's experience. The growth aspirations of someone in this role should be to reach director-level status in the future of the organization.People• Assist in the hiring process of new Team Members• Assisted in coaching, training, and supporting other operations. Managers• Set team goals that are in alignment with Dir. Of Ops vision and overall organizational goals• Share scores visually and celebrate the wins with the team• Identify potential leaders and help them develop and grow both Operationally and Relationally• Communicate effectively, share ideas, & take a positive approach to all situations• Create a LEAN culture and mindset and encourage 2-second improvements to be sharedDailyHold team members accountable to all policy standards, for example, timeliness, grooming, cell phones, uniforms, etc.Train and develop Team Members in all areas and systems, work with Dir. Of TrainingDevelopment for areas of focusProvide both formal and informal feedback to the team on an ongoing basisAssist the training department with setting up 30-day feedback sessions with New HiresEnsure Disciplinary action is given fairly and consistentlyQuality & Customer ExperienceEnsure we are executing proper procedures in order taking, hospitality behaviors, speed, and accuracy, and provide ongoing feedback to TM and the training team.Protect the customer experience by ensuring packaging, food presentation, and quality that meet or exceed Chick-fil-A standards.Ensure your day parts consistently and systematically meet cleanliness standards (Front Counter, Dining Room, Rest Rooms, lot, BOH, etc.)Execute Lean Chicken Entrée at all timesUse RQA, ROE, and CEM findings to ensure consistency and quality of products and behaviors. Address areas of improvement immediately. Work with the training team to address problems and create an action list.Maintain a Culture of Food SafetyMaintain a clean and organized environmentEnsure FOH and BOH Inventory is organized properlyPartner with the training team to execute training and roll-out of new productsAssess current systems and implement ideas for improvementSales & Brand GrowthEnsure speed and quality of food to retain customersWork with the marketing team on the execution of catering orders and systemsAssist with outside events as neededCoordinate with the marketing team about suggested selling behaviors with the FOH team members, including upselling to large, new menu items, etc.Financial ReturnOwn Food Cost results for desserts, sauces, and mitigate food wasteLabor Scheduling – own labor percentage and productivity. Train Ops managers and team leaders on Labor Scheduling procedures, how to increase productivity, put "aces in their places," appropriate times to ask for additional support, etc.Equipment Repair & Maintenance – Utilize Facilities page on @CFA- Ensure FOH equipment maintenance is completed, become familiar with the process for damaged equipmentExecute LEAN in all areas, encouraging continuous improvement. Engage everyone at every level.Success Measurements (specific metrics can change as priorities and focus of business changes.

It's your responsibility to know the current goal-specific targets) How will you know this position has been successful?Overall Goals:CEM Overall SatisfactionQIV 99% or higherMystery/Secret Shopper Score:Food Safety Score 2 or lower.SOS 4:30 or betterLabor Productivity Rate $100+1. Customer Comments- positive and negative2. Improvement in scoresQuality Improvement Visit (QIV)- Guest and FOH Environment- Front of House, Front of Outside store, and Dining Room areas must be clean at all times (fresh sanitizer water, clean floors, and handwashing sinks)Daily S.A.F.E Assessment- Ensure that S.A.F.E assessments are completed daily- follow up with team members and corrective actions-communicate with the training coordinator and team leaders regarding retraining team membersFood Cost/Inventory Management- Positive Food Cost Gap- Work with team members and managers to follow all policies and recipes.1) Accurate tracking of waste2) EVERYTHING is rung up on the POS system (waste, re-makes, etc...)3) Portion Control (Prep, Waffle fries, desserts)Labor Cost Management- Daily Labor Percentage & Productivity Rate Range3. Shift management, Task completion, daily operations completed4. Evaluations from Directors and Operator5. Accountability among managers and leadership team (peer-to-peer feedback)6. Team member feedback7. Completion of action items following a leadership meeting8. Training and EducationEducationHigh School Diploma or equivalent, Bachelor's Degree plusWork Schedule and Secondary ResponsibilitiesHours are not guaranteed but are predictably assigned in accordance with the NYC Fair Work Week Law.

Hours are subject to change based on business needs and are assigned based on an individual's availability, work performance, and dependability.Must maintain an average work week with a minimum of 38 hours a week but not more than 45 Hours (Exempt/Salary Position)It is the employee's responsibility to monitor weekly hours. Any unapproved overtime is subject to disciplinary actions and/or terminationMust be available to work on SaturdaysWhen multiple leaders are scheduled for a shift, the manager may have to assume the responsibilities of a regular team member.Work EnvironmentThe hours of work can be long and the work physically demanding, so employees may find the job tiring. The restaurant environment is likely to be noisy and busy, which can all be stressful. Managers are also on their feet for most of the shift, so comfortable shoes must be worn, and the job is unsuitable for anyone with back problems. Stamina and physical strength are also important; employees are expected to lift and carry heavy items regularly (at least 25 lbs). Senior Operations Manager may be expected to start work very early or work at night. Team morale and positivity are very important and a part of the Chick-fil-A culture.Supplemental payBonus payBenefitsFlexible schedulePaid time offHealth insuranceDental insuranceVision insuranceLife insuranceDisability insurance401(k)401(k) matchingReferral programEmployee discountPaid training