Senior Operations Manager

Reports to Director of Operations

Top 4 Role Priorities

1. Coach, support, and train other operation managers

2. Be a beacon of encouragement and positivity for the team

3. Take ownership of business results (successes & failures)

4. Track and improve metrics of W.H.E.D Strategy

Core Values:

Honesty & Integrity

Commitment

Pursuit of Excellence

Vision

A Sr. Ops Mgr. supports the Director of Operations in owning the numbers and results of

multiple day parts. The purpose of the Sr. Ops Mgr. role is to constantly measure and

improve those things that immediately affect the guest’s experience. The growth

aspirations of someone in this role should be to reach director-level status in the future of the

organization.

People

• Assist in the hiring process of new Team Members

• Assisted in coaching, training, and supporting other operations. Managers

• Set team goals that are in alignment with Dir. Of Ops vision and overall organizational goals

• Share scores visually and celebrate the wins with the team

• Identify potential leaders and help them develop and grow both Operationally and

Relationally

• Communicate effectively, share ideas, & take a positive approach to all situations

• Create a LEAN culture and mindset and encourage 2-second improvements to be shared

Daily

• Hold team members accountable to all policy standards, for example, timeliness, grooming, cell phones, uniforms, etc.
• Train and develop Team Members in all areas and systems, work with Dir. Of Training &

Development for areas of focus

• Provide both formal and informal feedback to the team on an ongoing basis
• Assist the training department with setting up 30-day feedback sessions with New Hires - including the Dir. Of Training & Development in the meetings
• Ensure Disciplinary action is given fairly and consistently

Quality & Customer Experience

• Ensure we are executing proper procedures in order taking, hospitality behaviors, speed, and accuracy, and provide ongoing feedback to TM and the training team.
• Protect the customer experience by ensuring packaging, food presentation, and quality that meet or exceed Chick-fil-A standards.
• Ensure your day parts consistently and systematically meet cleanliness standards (Front Counter, Dining Room, Rest Rooms, lot, BOH, etc.)
• Execute Lean Chicken Entrée at all times
• Use RQA, ROE, and CEM findings to ensure consistency and quality of products and behaviors. Address areas of improvement immediately. Work with the training team to address problems and create an action list.
• Maintain a Culture of Food Safety
• Maintain a clean and organized environment
• Ensure FOH and BOH Inventory is organized properly
• Partner with the training team to execute training and roll-out of new products
• Assess current systems and implement ideas for improvement

Sales & Brand Growth

• Ensure speed and quality of food to retain customers
• Work with the marketing team on the execution of catering orders and systems
• Assist with outside events as needed
• Coordinate with the marketing team about suggested selling behaviors with the FOH team members, including upselling to large, new menu items, etc.

Financial Return

• Own Food Cost results for desserts, sauces, and mitigate food waste
• Labor Scheduling – own labor percentage and productivity. Train Ops managers and team leaders on Labor Scheduling procedures, how to increase productivity, put “aces in their places,” appropriate times to ask for additional support, etc.
• • Equipment Repair & Maintenance – Utilize Facilities page on @CFA- Ensure FOH
• equipment maintenance is completed, become familiar with the process for damaged
• equipment
• • Execute LEAN in all areas, encouraging continuous improvement. Engage everyone at
• every level.

Success Measurements (specific metrics can change as priorities and focus of business changes. It’s your responsibility to

know the current goal-specific targets) How will you know this position has been successful?

Overall Goals:

● CEM Overall Satisfaction score 62% or higher

● QIV 96% or higher

● Mystery/Secret Shopper Score:

● Food Safety Score 2 or lower.

● SOS 4:30 or better

● Labor Productivity Rate $98-$100

1. Customer Comments- positive and negative

2. Improvement in scores

Quality Improvement Visit (QIV)

- Guest and FOH Environment

- Front of House, Front of Outside store, and Dining Room areas must be clean at all times (fresh sanitizer

water, clean floors, and handwashing sinks)

Daily S.A.F.E Assessment

- Ensure that S.A.F.E assessments are completed daily

- follow up with team members and corrective actions

-communicate with the training coordinator and team leaders regarding retraining team members

Food Cost/Inventory Management

- Positive Food Cost Gap

- Work with team members and managers to follow all policies and recipes.

1) Accurate tracking of waste

2) EVERYTHING is rung up on the POS system (waste, re-makes, etc...)

3) Portion Control (Prep, Waffle fries, desserts)

Labor Cost Management

- Daily Labor Percentage & Productivity Rate Range

3. Shift management, Task completion, daily operations completed

4. Evaluations from Directors and Operator

5. Accountability among managers and leadership team (peer-to-peer feedback)

6. Team member feedback

7. Completion of action items following a leadership meeting

8. Training and Education

EDUCATION

● High School Diploma or equivalent, Bachelor’s Degree plus

WORK SCHEDULE AND SECONDARY RESPONSIBILITIES

Hours are not guaranteed but are predictably assigned in accordance with the NYC Fair Work Week Law. Hours

are subject to change based on business needs and are assigned based on an individual’s availability, work

performance, and dependability.

Must maintain an average work week with a minimum of 38 hours a week but not more than 45 Hours

(Exempt/Salary Position)

It is the employee’s responsibility to monitor weekly hours. Any unapproved overtime is subject to disciplinary

actions and/or termination

● Must be available to work on Saturdays

● When multiple leaders are scheduled for a shift, the manager may have to assume the responsibilities of a regular

team member.

WORK ENVIRONMENT

The hours of work can be long and the work physically demanding, so employees may find the job tiring. The restaurant

environment is likely to be noisy and busy, which can all be stressful. Managers are also on their feet for most of the

shift, so comfortable shoes must be worn, and the job is unsuitable for anyone with back problems. Stamina and

physical strength are also important; employees are expected to lift and carry heavy items regularly (at

least 25 lbs). Senior Operations Manager may be expected to start work very early or work at night. Team morale and

positivity are very important and a part of the Chick-fil-A culture.

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.