Field Operations Manager (Cleveland, OH) - The Wendy's Company
Cleveland, OH
About the Job
When our square shaped burgers made their first sizzle on the scene more than 50 years ago, people knew our approach wasn’t like any other. Same goes for the way we support our employees. Our culture of openness, flexibility, and inclusiveness allows everybody to flourish in their own way. If you’re looking for a career where you can be part of the action as we continue to grow our iconic brand – We got you!
The Field Operations Manager role will provide leadership and accountability to the Franchise business results of an assigned geographical group of Franchise restaurants ranging from 110-140 restaurants to deliver on operational execution, brand standards, customer experience, customer count growth and increase market share at the restaurant level. This role will work within locations and with operators (District Managers, Director Area Operations and VP of Operations) to better improve guest experience, sales growth and business results to enhance four-wall EBITDA growth. Consistently demonstrate Wendy’s values and leadership behaviors to build positive business relationships with key partners including field leadership teams, Franchise Owner/Operators, QA partners, and functional partners in order to drive the primary goal of sales & profit growth, new restaurant growth, and an excellent customer experience.
Responsibilities:Operations Performance Ownership
- Conducts Wendy’s Done Right Visits in an assigned geographical territory of approximately 120 Wendy’s locations. Partnering with above restaurant leadership (District Managers, Directors of Area Operations and Vice President of Operations of Franchise Entities) to ensure the correct Wendy’s systems are implemented and properly leveraged to drive better customer experience, sales growth and profit growth at the restaurant level
- Leverages Model of Excellence scorecard to provide targeted coaching and training to deliver restaurant level improvement of key performance metrics including sales & profit growth; recruitment & training, EBITDAR, and guest experience
- Improves Franchisee capabilities using data driven insights and available resources, while leveraging Field Training Managers support & expertise, and best practices across business functions (e.g. marketing, finance, HR, etc)
- Conducts Quarterly Business Reviews and Growth Readiness Assessments with assigned franchisees owning between 1 and 5 Wendy’s locations. Accountable for driving their total business metrics compared to the Model of Excellence scorecard
Leadership Development Above Restaurant
- Provides Coaching and Training to Multi-Unit leaders (DM and above) in partnership with the franchisee leadership to ensure One Best Way adoption of systems and the Performance Management Cycle is consistently followed to ensure restaurants operate at the highest level
- Provides coaching and training to Multi-Unit leaders and Franchisees to ensure succession plans and bench development is in place
Training for Operational Excellence
- Partners with the Field Training Managers to identify and deliver in-restaurant training and development and ensures the organization is actively working on internal development and succession planning
- Accountable for driving individual restaurant operations excellence, as measured by customer feedback and internal evaluations; facilitate training and development on operations initiatives and ensure the organization is actively working on growth and development
- Takes appropriate actions, as needed, to enforce compliance with standards driving franchisee accountability to training standards
Supporting New Restaurant Openings
- Provides support to franchisees for all new restaurant openings in the territory
- Ensure restaurant teams are properly trained and ready to execute One Best Way prior to approving a restaurant to open
- Provides final assurance that the restaurant is constructed to Wendy’s standards including with required equipment and technology being in place prior to opening
- Attends the new restaurant opening providing on-site guidance and celebration
- Bachelor’s degree in Operations, Business Markets, and Management, Finance, Supply Chain or related field, preferred
- Minimum 5 years’ experience with increasing responsibility in operations management, including P&L management of multi-unit operations
- Strong analytical and creative problem-solving skills with ability to communicate at various levels to convey ideas
- Ability to lead, influence and develop organizational capability as well as achieve results with a diverse group of stakeholders
- Builds strong relationships with teams across the organization to better establish strong lines of communication.
- Strong organizational skills, with the ability to balance relevant priorities
- Ability to translate and adapt numerical/financial information into actionable insights
Wendy’s was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 7,000 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.
The base pay range for this position is listed below. The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidate’s job-related knowledge, skills, and experience, among other relevant factors. This range does not include an estimated value for any benefits, bonus, or other incentives that may be applicable based on position. * The target annual bonus for this role is 20% of annualized base salary, based on actual company and personal performance.
Our square burgers make us different and so do our benefits! Our restaurant support roles are eligible for a wide array of benefits, including things such as parental leave, free EAP sessions, company 401k match and other great offerings. For more details about our benefits, including an overview of eligibility and terms for certain benefits, please visit our benefits website, www.wendysbenefits.com.*
*NOTE: Wendy’s benefits, bonus, and other incentives are governed by the applicable legal plans and policies and, where appropriate, may be subject to Board approval an individual award agreement terms. Those documents supersede all other information regarding Wendy’s benefits, bonus, and other incentives. Wendy’s retains the right to amend or terminate its plans and policies at its sole discretion, in accordance with applicable plans, policies and laws.