Director of Operations

DIRECTOR OF OPERATIONS - 4 POSITIONS

PURPOSE OF THE POSITION:

The Director of Operations provides operational leadership across a defined portfolio of restaurants, ensuring consistent execution of brand standards, financial performance, and people development. The role's purpose is to build capability, strengthen culture, and create a pipeline of future leaders while delivering an exceptional guest experience and driving sustainable business growth.

SCOPE AND MAGNITUDE:

The Director of Operations oversees a portfolio of restaurants, leading Area Restaurant Leaders to deliver operational excellence, guest satisfaction, and strong financial results. This role carries full accountability for people capability, culture, and performance across hundreds of employees, while shaping strategy and driving continuous improvement in partnership with senior leadership.

POSITION FUNCTIONS:

25% People Capability

• Lead a people-first culture that drives engagement across the employee lifecycle.
• Build a strong talent pipeline, ensuring bench strength for all management roles to support both core operations and future growth.
• Embed a culture of continuous learning and development, unlocking individuals access to career growth and life skills learning experiences embedding and fostering a culture of pride in their team's growth and business performance

25% Operational Excellence

• Coach and support Operations teams to deliver consistently against company and KFC brand standards.
• Strengthen operational capability through effective systems, processes, and follow-up.
• Instill a high-performance, continuous improvement mindset across the brand.

25% Guest Satisfaction

• Ensure teams deliver a memorable guest experience across all channels: delivery, drive-thru, dine-in, and takeout.
• Act on guest satisfaction KPIs with clear follow-up.
• Implement programs and incentives that foster a guest-first mindset and deliver outstanding results.

25% Financial Performance

• Deliver financial performance by meeting or exceeding planned targets.
• Identify and act on opportunities to grow sales and profitability.
• Provide business leadership to drive sound, financially responsible decision-making.
• Lead and coach their teams to develop strong financial acumen to deliver profitable growth in their regions
• Analyze data, identify opportunities, and create action plans to deliver KPI improvements.

POSITION IMPACT:

The Director of Operations directly influences the success of a portfolio of restaurants, impacting several hundred employees and millions in annual sales. By driving operational consistency, people development, and guest satisfaction, this role plays a critical part in building a high-performance culture and ensuring the long-term growth and profitability of the business.

Working Relationships:
List positions or external contacts with whom this position interacts regularly.

• SVP of Operations
  – to align on strategy, priorities, and performance goals.
• Area Restaurant Leaders (ARLs)
  – to coach, develop, and ensure operational excellence at the restaurant level.
• Cross-Functional Partners
  – including HR, Finance, Marketing, and Loss Prevention, to support people capability, compliance, and business growth.
• External Stakeholders
  – such as brand partners, vendors, and community partners, to maintain standards and drive local engagement.

Education & Experience

• A post-secondary degree in business, hospitality, or a related field preferred.
• Proven experience leading leaders in a
  multi-site restaurant or retail environment.
• Strong collaboration skills with the ability to influence at all levels.
• Advanced financial knowledge and business acumen.
• Excellent communication skills, both verbal and written.
• A track record of coaching and developing leaders at multiple levels.
• Strong analytical and problem-solving abilities.
• A valid driver's license and access to a personal vehicle.
• Flexibility to spend 75% of time in restaurants.
• Relocation assistance will be considered for the successful candidate
• Eligibility to work in Canada (citizen or permanent resident).