Job Summary

The Head of Operations is responsible for overseeing the overall performance, efficiency, and profitability of the fast food franchise’s operations. This role ensures consistent brand standards, operational excellence, customer satisfaction, and compliance across all franchise locations. The ideal candidate will be a strategic leader with strong business acumen, experience in multi-unit restaurant management, and a passion for driving growth in a fast-paced environment.

Key Responsibilities

1. Operational Leadership & Strategy

Develop and implement operational policies, procedures, and best practices to ensure efficiency and consistency across all franchise locations.

Monitor and optimize daily operations, including supply chain, inventory management, staffing, and customer service.

Drive continuous improvement initiatives to enhance productivity, reduce costs, and maximize profitability.

Ensure compliance with health, safety, and food quality regulations.

2. Franchise Performance & Standards

Conduct regular store audits and inspections to ensure adherence to brand standards, SOPs, and franchise agreements.

Analyze sales, financial reports, and KPIs to identify trends, opportunities, and areas for improvement.

Provide guidance and support to franchisees and store managers to achieve business objectives.

3. Team Management & Development

Lead, mentor, and train regional managers, store managers, and operational staff.

Foster a high-performance culture through effective leadership, coaching, and performance management.

Oversee recruitment, training, and retention strategies to build a skilled and motivated workforce.

4. Customer Experience & Brand Reputation

Ensure exceptional customer service standards are maintained across all locations.

Address customer complaints and feedback promptly to uphold brand reputation.

Implement strategies to enhance customer loyalty and drive repeat business.

5. Financial & Business Growth

Collaborate with the finance team to develop budgets, forecasts, and cost-control measures.

Identify expansion opportunities and support new store openings in alignment with franchise growth plans.

Work closely with marketing teams to execute promotions, campaigns, and local store marketing initiatives.

Qualifications & Skills

Education: Bachelor’s degree in Business Administration, Hospitality Management, or related field (MBA preferred).

Experience:

7+ years of multi-unit operations management in fast food/quick-service restaurants (QSR).

Proven track record in franchise operations, P&L management, and business growth.

Skills:

Strong leadership, decision-making, and problem-solving abilities.

Excellent communication, negotiation, and interpersonal skills.

Proficiency in restaurant management software, POS systems, and data analytics.

Ability to thrive in a fast-paced, high-pressure environment.

Key Performance Indicators (KPIs)

Revenue growth & profitability of franchise locations.

Customer satisfaction scores (NPS, reviews, feedback).

Compliance with operational and safety standards.

Employee retention & training effectiveness.