Director of Operations - Leader Development

Job Title: Director of Operations - Leader Development

Location: Chick-fil-A William D. Tate

Reports To: Lead Director

Job Summary

This role is a leadership development role is designed and customized for leaders at any career stage and program. The starting position and pay will be adapted to applicants experience level. The ideal candidate for this role a customer service leader who desires to grow and advance in the CFA leadership system. Program time frame is 3 mo - 2 years based on applicant availability and experience.

The Director of Operation - Leader Development track is responsible for driving operational excellence and improving customer experience scores across all aspects of the restaurant. This role will ensure best-in-class service, operational efficiency, and team development to create an outstanding experience for guests and team members alike. Reporting directly to the Executive & Operational Directors this candidate will implement strategies to enhance service quality, optimize workflows, and maintain high standards in accordance with Chick-fil-A’s mission and values.

Key Responsibilities

Operational Excellence

• Oversee all restaurant operations, ensuring consistency and excellence in execution.
• Identify and implement process improvements to enhance efficiency and service speed.
• Maintain and improve operational systems that support quality control, safety, and compliance with Chick-fil-A standards.
• Monitor key performance indicators (KPIs) such as speed of service, order accuracy, and customer satisfaction to drive continuous improvement.

Customer Experience & Service Quality

• Lead initiatives to enhance the guest experience and drive higher customer experience scores.
• Ensure hospitality standards are consistently met or exceeded by training and coaching team members.
• Address and resolve guest concerns promptly to foster strong customer loyalty.
• Enhance the restaurant environment to create an inviting and enjoyable dining experience.

Team Leadership & Development

• Recruit, hire, and develop high-performing team members committed to operational excellence.
• Conduct regular training to reinforce Chick-fil-A’s customer service and operational standards.
• Inspire and lead a culture of teamwork, accountability, and continuous learning.
• Provide coaching and performance evaluations to drive team growth and success.

Financial & Business Management

• Manage labor and operational costs while maintaining optimal staffing levels.
• Analyze sales trends and operational data to inform business decisions and drive profitability.
• Work closely with the Lead Director to set and achieve financial and customer satisfaction goals.
• Ensure adherence to all Chick-fil-A policies, health regulations, and safety standards.

Qualifications & Skills

• Minimum of 3-5 years of leadership experience in restaurant operations, preferably in a fast-paced, high-volume environment.
• Strong understanding of customer service principles and hospitality excellence.
• Proven ability to lead, develop, and motivate a team.
• Excellent problem-solving and decision-making skills.
• Strong organizational and time management abilities.
• High level of professionalism and ability to perform under pressure.
• Passion for Chick-fil-A’s mission and values.

Benefits & Perks

• Competitive salary
• Leadership development and growth opportunities.
• Sundays off.
• Meal discounts.
• Health benefits (if applicable).
• Supportive and positive work environment.

If you are and desire to become a more results-driven leader passionate about operational excellence and creating an exceptional customer experience, we invite you to apply for this opportunity at Chick-fil-A!

Chick-fil-A, Inc. is a family owned and privately held restaurant company founded in 1967 by S. Truett Cathy. Devoted to serving the local communities in which its franchised restaurants operate, and known for its original chicken sandwich, Chick-fil-A serves freshly prepared food in more than 2,300 restaurants in 47 states and Washington, D.C.