Director - Restaurant Experience

The Director, Restaurant Experience is responsible for leading an operations team focused on process and systems excellence, operational planning, and cross‑functional execution to enable franchisees and company operations to perform at a consistently high level. This role combines strategic operating leadership with ownership of operational processes, systems, development & design, and enterprise initiative execution. 

The Director is responsible for leading, developing, and continuously improving core operating functions and systems that enable franchisees to execute at a high level. This role serves as a strategic partner to other Restaurant Experience functions, Training, Supply Chain, Technology, Product, Ops excellence and Brand teams, translating brand standards and enterprise initiatives into scalable tools, processes, and services that drive operational excellence, consistency, and profitability across the system. The Director provides leadership to managers and cross‑functional teams, ensures alignment with brand and enterprise objectives, and champions a service‑oriented mindset focused on franchisee success. 

• →Lead operational strategies to support field operations, franchisees, and company restaurants 

• →Develop and oversee scalable operational tools, playbooks, standards, and support processes with e heavy lens on technology and new systems 

• →Partner cross‑functionally with other Operations teams, Training, Technology, Product, Supply Chain, Ops Excellence and Brand teams to execute initiatives 

• →Lead, coach, and develop managers and team members; set performance expectations and development plans 

• →Analyze operational performance, franchisee feedback, and service metrics to identify improvement opportunities 

• →Drive continuous improvement initiatives to increase efficiency, effectiveness, and franchisee satisfaction 

• →Support change management and communication for systemwide initiatives 

Minimum: 4 yr degree or equivalent in-restaurant and/or retail management 

Business, Operations, Hospitality, or related field; equivalent in‑restaurant and/or retail management experience acceptable 

Minimum: 8-10+ yrs Progressive experience in multi‑unit restaurant operations, operating services, franchise support, or related operational leadership roles 

• Deep understanding of restaurant operations and franchise business models, including field operations, franchise economics, compliance, and the realities of in restaurant execution

• Proven ability to design, document, govern, and scale operational processes, SOPs, tools, and support services across a large franchise system

• Strong leadership capability with experience leading managers and specialized teams; ability to set direction, develop talent, and hold teams accountable to outcomes

• Strategic thinker with the ability to translate enterprise and brand vision into clear priorities, executable plans, and measurable results

• Data driven decision making skills, including defining KPIs, interpreting operational performance data, and using insights to drive continuous improvement

• Exceptional written and verbal communication skills, including instructional writing, executive presentations, and influence with senior leaders and franchisees

• Demonstrated ability to influence without authority and build strong cross functional partnerships across Operations, Training, Supply Chain, Technology, and Brand teams

• Change management expertise, including planning, communication, training, and adoption of systemwide initiatives

• Continuous improvement mindset with experience in root cause analysis, process optimization, and simplification of complex workflows

• Strong project and initiative management skills, with the ability to prioritize and manage multiple concurrent initiatives in a fast paced environment

• Demonstrated ability to manage multiple work streams for on-time delivery 

• High level of business acumen with the ability to balance enterprise standards, risk, and consistency with practical field execution and franchisee needs

The Director, Restaurant Experience has authority to establish operating service strategies, prioritize initiatives, allocate resources within function, and make decisions impacting operational support tools, processes, and service delivery. Decisions are made with broad latitude and have significant influence on brand performance, franchisee experience, and long‑term operational effectiveness

Up to 15% including franchise visits, field meetings, brand or enterprise meetings, and industry events