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Director of Operations
2 weeks ago
Please note that applications will be accepted until January 18, 2026, at 11:59 p.m., and only selected candidates will be contacted.
Role Summary
Reporting to the Vice President, Network Operations and Franchise Development, the Director of Operations oversees the overall performance of the Chocolats Favoris franchise network across Canada and directly supervises all corporate chocolaterie operations. This strategic leadership role aims to ensure operational excellence, profitability, sustainable growth, and consistency of the brand's signature customer experience throughout the entire network.
Key Responsibilities
- Lead, motivate, and develop field teams to ensure rigorous and consistent operational execution;
- Drive network performance by defining, monitoring, and achieving key objectives;
- Ensure uniformity and excellence of the customer experience across all network chocolateries;
- Oversee all daily operations of corporate-owned chocolateries;
- Organize and lead advisory committees and various network meetings;
- Monitor compliance with franchise agreements and operational standards;
- Lead the implementation of new products, procedures, equipment, and technologies;
- Develop, manage, and optimize operational budgets for corporate chocolateries;
- Lead and continuously improve initial and ongoing training programs;
- Develop and continuously update all operations manuals;
- Successfully execute new store openings and support the development team.
Education and Experience
- University degree in management, business administration, hospitality, or a related field. An MBA or franchise management certification is considered an asset;
- Minimum of 15 years of progressive experience in multi-unit operational management within a franchise network in quick-service restaurants or retail;
- Proven experience managing a network of at least 80 units with combined revenues of $80M or more;
- Strong understanding of franchisor–franchisee dynamics and the challenges of managing both corporate and franchised operations;
- Demonstrated experience in expanding and scaling operations.
Key Skills and Competencies
- Inspirational and engaging leadership focused on talent development;
- Advanced problem-solving and crisis management skills, with the ability to act quickly under pressure;
- Strong mastery of operational systems, processes, and best practices in food service and retail;
- Solid understanding of financial statements (P&L), budgeting, and cost control;
- Excellent verbal and written communication skills in French and English (for communication with partners outside Québec);
- Ability to influence, negotiate, and build trusted relationships with independent franchisees, without direct hierarchical authority;
- Passion for customer service excellence and commitment to the highest quality standards;
- Willingness to travel frequently (50%) across the Canadian network;
- Valid driver's license required.
Working Conditions and Benefits
- Full-time, permanent position with a flexible schedule adapted to operational needs;
- Competitive salary based on experience;
- Mobile phone allowance;
- Comprehensive benefits program;
- Career advancement opportunities within a growing Québec-based company.
