Field Trainer, Operations

**Who are we?**

For more than 33 years, Panago Pizza Inc. has built a reputation as one of Canada's premiere delivery and takeout pizza franchises. We are a Canadian-owned franchise business that invests in our relationships - with our customers, franchisees, and employees. We are committed to being market leaders in customer service, franchise engagement, and sustainability.

With 200 stores across the country serving over 8 million pies per year, we believe in the power of remarkable customer service. We are committed to delivering only the highest quality products to our customers.

Our BC stores in the lower mainland region consist of the Greater Vancouver Region and Fraser Valley and some remote area stores.

Our offices are in New Westminster and Abbotsford, British Columbia, and Toronto, Ontario. We also have a tight-knit group of virtual team players working remotely across the lower mainland of British Columbia.

Reporting to the Director of Training, We are looking for two Field Trainers based in Alberta, Edmonton Region and the Lower Mainland, BCF. The Field Trainer will play an essential role in our Franchise Operations' success.

**Mission**

To involve yourself in maintaining strong as well as positive relationships with Panago’s Franchisees, customers, and our internal teams. As keepers of the standards, you perform hands-on operational work to train new team members, respond to immediate customer service needs and/or to otherwise role model appropriate skills and behaviours in the stores. This is a forward-facing and fast-paced position that requires a blend of professional acumen, organization, teaching skills, time management and creativity.

**Day-to-Day Impact**
- Take a leadership role in new store openings, including pre-arrival preparation, communication and guidance, training of store staff on every station and ensuring exceptional customer service is being delivered to the customer.
- Assist in promotional events on or around the opening of a new store and provide post-opening support
- Work with Business Coaches (BC’s) during New Store Opening by setting up the stores with VTA’s, small wares and training/development of new staff.
- Work alongside staff to ensure all standard operating procedures are followed and assist or coach where needed.
- Work alongside Business Coaches (BC’s) during resale turnovers and assist where needed, such as assisting and coach/redirect staff to ensure all standard operating procedures are being followed
- Assist existing stores with training and staffing needs if there is a request.
- Work in existing stores in a management capacity and transfer knowledge to existing staff when required.
- Update existing as well as create new training documents and promotional training materials

**Quality Assurance**
- Build and maintain knowledge of food safety and best practices to franchisee owners and store employees by providing support to the Business Coaches (BC’s) at new store openings
- As keepers of the standards, upholding standard operating procedures at all store visits

**Quarterly**
- Conduct internal calibration to ensure all Panago standards are being met
- Conduct audits: Store Performance Review (SPR) and High Value Hours (HVH) (2 each/per year)

**Competencies**
- Outgoing personality
- Patience
- Strong communication skills - interpersonal, written, and verbal
- Excellent attention to detail
- Strong relationship builder and trainer
- Solid social skills with a credible ability to collaborate with other departments as well as work independently
- Solid ability to remain patient and still work effectively under pressure
- Proven ability to handle multiple tasks and projects simultaneously with extreme organization
- A track record of success in projects that require a great deal of planning
- Ability to learn new technologies and regularly practice using them to enhance productivity
- Possesses grit combined with a get-it-done-right approach

**Leadership**
- Coaching and role modelling
- Driven to take on new opportunities and challenges, with an appetite to learn and the self-motivation to continue to develop
- Solid work ethic with a desire to contribute to achieving team goals and company revenue targets
- Supports a positive environment, helping remove obstacles, and advocates the effectiveness of cross-functional teams
- Excellent ability to build a sense of community by acknowledging other people's perspectives and involving key stakeholders (internally and externally) in decisions where appropriate

**Competencies**
- 2-5 years of previous experience in QSR, Retail or the Food & Beverage industry
- Proficiency in Microsoft Office 365 (Word, Excel, Teams, SharePoint and Outlook)
- Strong leadership and decision-making skills
- Excellent communication, organizational, and analytical skills
- Must have a valid driver's license and be able to travel to meet business demands

**Benefits**
- Competitive salary and vacation benefits
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