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About this job

Role

To identify, develop and coach an operation leadership team that can assist with ensuring the customer experience goals are met.

Qualifications

  • Should have at less a four year degree
  • At less two years of a leadership role
  • eTrian Certify in all areas of the business
  • Efficient with Word, Excel and PowerPoint

Benefits:

  • Designated leader who is focused on leading the Operational Excellence pillar of the Creating Raving Fans Strategy Counter, and in service points in the unit
  • Primary Focus on Drive thru Experience
  • Deliver highest quality of guest services by meeting Chick-fil-A standards (requirements)

Empowerment:

In order to fulfill his/her role, the Operations Director needs to:

  • Provide regular updates on continued improvements in production areas. As well as Service points
  • Provide Operator with a written Monthly and Yearly Business Plan
  • Meet regularly with Restaurant Leadership Team and collaborate on Restaurant goals

 Essential Responsibilities

Oversee Service Points Operations:

  • Provides Vision and accountability for OE with Service point Team Members
  • Responsible for schedule and set-ups for team (open to close)
  • Run breaks during shifts (if not handed off to another leader)
  • The Speed and Accuracy of the Drive Thru
  • Coaching behaviors of all Team members who work Drive Thru. Those behaviors include ( Proper Bagging to ensure high- quality food, Core Four, and Maintaining a clean and organized workplace)
  • Implementation of innovations. Improving Operational Excellence
  • Evaluate Service points areas and make recommendation to Operator for improvements
  • Deliver weekly Drive-Thru performance reports to leadership team

Ensure Policies and Quality/Standards Are Upheld For All Guest Service Leaders and Team Members:

  • Ensure Team Members follow lean requirements at counter
  • Team Members maintain proper uniform and personal hygiene.
  • Follow up with ROE findings and make changes accordingly
  • Ensure all food safety and sanitation requirements are being met all day every day
  • Maintain Heart of the House were “backstage tours” can be done when scheduled.

Success Factors & Measurements’:

CEM Scores ( to be measured in 30-day and 90-day increments)

  • Order Accuracy 99%
  • Speed of Service 85%
  • Cleanliness 90%
  • Attentive & courteous 88%
  • Top 100 in Dashboard reports

Drive Thru Scores

  • Sales
  • Car Count
  • ROE 95%

Behavioral Characteristics:

  • Work a minimum of 30 hours a week in the restaurant
  • Allocate at least four hours per week in planning
  • Focus on systematically and effectively communicating all related goals and success factors to the team
  • Combine critical thinking and practical leadership to create a culture of innovation
  • Effectively coach and give directions
  • Enthusiastically and passionately lead the Drive-Thru team

Influence Culture of Continuous Improvement:

  • Create culture of “continuous improvement” in the service points of unit (no shortcuts)
  • Communicate operational improvement ideas to Operator
  • Engage in regular best practice visits to other Restaurants
  • Frequently visit QSR competitors to critique food
  • Receive ROE quarterly report and diagnose areas for improvement
  • Receive quarterly CEM report and diagnose areas for improvement
  • Track speed of service reports to determine areas for improvement
  • Work on personal leadership development.
  • Work on personal development of new Team Leaders

Act as the “Go To” Person for all Drive-Thru Issues:

  • Head sets For Drive-Thru
  • Face to Face Tools
  • Facility issues
  • Oversee the flow of the Drive-Thru

NON-Essential Responsibilities

Communicate with Other Leadership:

TD – Training:

  • Communicate training needs and progress to TD
  • Work with TD to create implementation plan for new product rollouts
  • Develop new team members to add to the Drive thru team
  • Face to face

RMD – Marketing:

  • Strategically partner with the RMD to ensure our unique asset of FOOD is fully leveraged
  • Be on staff for special events to ensure Quality Requirements are met.

Finance Director - Profitability:

  • Food cost
  • Paper cost
  • Labor cost

Kitchen Director

  • To help identify new leaders
  • To help with whatever is needed
  • To communicate CEMs and ROE

Success Factors (Traits):

Characteristics of a Operation Director:

  • Exhibits leadership qualities
  • Capable of monitoring cost
  • Ability to successfully delegate tasks
  • Ability to motivate others
  • Ability to make decisions quickly
  • Good stress management skills
  • Good interpersonal and communication skills (a person of influence)
  • Detail-oriented
  • Has great pride in and is passionate about  OE
  • Has Chick-fil-A experience → someone that has credibility with the team
  • Flexible schedule
  • Caring attitude

Knowledge:

  • Food safety  (ServSafe certification)
  • Expert in all areas of the Drive thru, Service areas, and HOH (score at least 90% on all tests)
  • Dashboards @ Chick-fil-A
  • CFA Catering Online Learning Course
  • Understanding of Required and Second mile Service behaviors
  • Weekly Schedule’s- And Productivity
  • Sales Forecast
  • Recipe For Service(2MS)

Assessment Tools

  • Access to @Chick-fil-A (CEM/ROE Scores)
  • eTrain Program/Tools
  • Car count-Dashboard
  • Sales goals- Dashboard
  • Order accuracy- goals
  • Attentive and courteous goals
  • Speed of service goals
  • Rollout Guide for new products