Director of Operations
Posted Updated 18
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Description
Benefits:
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- 401(k) matching
- Competitive salary
- Dental insurance
- Employee discounts
What You’ll Do
The Director of Operations is the chief operational driver and financial engine builder for Taste Buds Kitchen as we expand from 25 to 50+ units nationwide. Reporting directly to the CEO, this executive role bridges high-level brand strategy with franchise-level revenue generation and profitability.
Above all, you own the core operational and financial KPIs of the business. You are not a passive brand inspector; you are an active growth leader who leverages system scorecards, labor models, and unit economics to drive Same-Studio Sales (SSS), maximize unit-level profitability and gross margins, govern on-time studio openings, and scale a disciplined, high-performing franchise operations department.
The Director of Operations is the chief operational driver and financial engine builder for Taste Buds Kitchen as we expand from 25 to 50+ units nationwide. Reporting directly to the CEO, this executive role bridges high-level brand strategy with franchise-level revenue generation and profitability.
Above all, you own the core operational and financial KPIs of the business. You are not a passive brand inspector; you are an active growth leader who leverages system scorecards, labor models, and unit economics to drive Same-Studio Sales (SSS), maximize unit-level profitability and gross margins, govern on-time studio openings, and scale a disciplined, high-performing franchise operations department.
Key Responsibilities
1. KPI Ownership, Unit Financials & Revenue Growth
- Executive KPI Accountability: Fully own, track, and report on companywide operational and financial KPIs—specifically Same-Studio Sales (SSS), gross margin, labor efficiency, guest satisfaction, and network-wide franchisee profitability.
- Profit & Performance Coaching: Direct the Profit FBC to run proactive financial interventions; analyze studio P&Ls, diagnose cost leaks, and implement proven revenue-driving playbooks across underperforming and plateaued locations.
- Scorecard Governance: Maintain and evolve the corporate studio health scorecard, establishing clear performance tiers, early warning triggers for distressed units, and transparent benchmarks celebrating top-quartile operators.
- Multi-Unit Scaling Approvals: Evaluate the financial health, operational track record, and management capacity of existing operators prior to corporate sign-off on multi-unit expansion agreements.
2. Department Leadership & Organizational Architecture
- Team Direction & Mentorship: Direct and mentor a four-person corporate team: Operations & Office Coordinator, Culinary Training Manager, Launch FBC, and Profit FBC / L&D Architect—aligning daily team workflows directly to company KPI targets.
- Cross-Functional Revenue Alignment: Partner closely with the Head of Marketing, Technology, and Executive Leadership to synchronize studio floor capacity with national promotional campaigns, custom CRM automations, and guest acquisition initiatives.
- L&D Roadmap Governance: Oversee the systemwide learning framework. Guide the Profit FBC (as L&D Architect) to build structured operational pathways, while directing the Culinary Training Manager to execute culinary certifications and menu launches (Initial Certification, Summer Camp, and Gingerbread 101).
- Launch Role Specialization: Support the Launch FBC’s focus on opening milestones and on-site event operations training during opening weekend, ensuring new units ramp quickly to baseline profitability.
3. Operational Systems, Supply Chain & Technology Governance
- Supply Chain & Margin Protection: Negotiate and manage relationships with broadline distributors, equipment vendors, and operational partners to capture volume pricing, protect supply continuity, and lower studio COGS.
- Tech Stack & System Integrity: Direct the Operations & Office Coordinator in managing our operational tech stack (Operandio, GoHighLevel CRM, booking engines), SOP libraries, and rigorous developer QA testing.
- Studio Floor Simplification: Translate brand strategies into clean, executable workflows that eliminate friction, protect labor margins, and make running a studio straightforward for owners and managers.
4. NSO Governance & Strategic Rollouts
- NSO Revenue Ramp: Govern operational readiness and opening execution for 15–20 new studio openings over the next 18 months, ensuring every new location hits its 90-day operational and financial ramp milestones.
- Rollout Calendar & Adoption: Own the master annual rollout schedule for operational programs, technology updates, and seasonal menus—tracking network-wide adoption rates and measuring financial impact post-launch.
- Senior Dispute & Compliance Escalation: Serve as the executive escalation point for operational disputes, default notices, and brand compliance issues, protecting the brand's reputation with firm, solution-oriented leadership.
Key Performance Indicators (KPIs)
The Director of Operations is directly evaluated on the movement of these core metrics:
The Director of Operations is directly evaluated on the movement of these core metrics:
- Franchise Profitability: Unit-level gross margins, labor efficiency, and prime cost optimization across the franchise network.
- Sales Growth: System-wide Same-Studio Sales (SSS) growth year-over-year.
- NSO Ramp: Flawless operational readiness for all scheduled openings, meeting 30/60/90-day post-launch revenue and labor ramp milestones.
- Operational Health & Brand Standards: Systemwide audit pass rates and operational compliance across all active studios.
- Initiative Adoption: High network compliance and timely adoption on all major corporate, tech, and menu rollouts.
- Franchisee Retention & Health: High franchisee satisfaction sentiment and strong renewal rates across the network.
Qualifications & Experience
- Experience: 5+ years of progressive multi-unit operational leadership, with at least 3–5 years leading operations within a scaling franchise system (direct experience in the 20-to-50+ unit growth stage preferred).
- Financial Literacy: Proven mastery of franchise P&Ls, prime cost controls (food and labor), unit economics benchmarking, and financial turnaround strategies.
- Operator & Coach Mentality: Demonstrated track record of moving numbers on a scorecard—not just writing policies, but coaching coaches and owners to execute profitably.
- Executive Presence: Strong negotiation, conflict-resolution, and relationship-building skills with independent franchise owners.
- Vendor & Supply Chain Savvy: Experience negotiating with national distributors and vendor partners to protect unit-level margins.
- Team Leadership: Experience managing specialized, multi-disciplinary teams across technical systems, culinary instruction, and field operations.
Role Overview & Working Details
- Role Title: Director of Operations
- Reports To: Chief Executive Officer (CEO)
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Direct Reports: 4
- Operations & Office Coordinator (Hybrid – Chester HQ: Systems, QA, HQ Admin)
- Culinary Training Manager (Hybrid – Chester HQ: Culinary Certification, Recipe R&D, HQ Test Kitchen)
- Franchise Business Coach – Launch (Remote/Field: Build-Outs, NSO Execution, On-Site Event Training)
- Franchise Business Coach – Profit & Performance / L&D Architect (Hybrid – Chester HQ: Unit Economics, System Training Pathways)
- Location & Work Model: Hybrid – Chester, MD (Kent Island). Core on-site days: Tuesday–Thursday at Corporate HQ; remote-flexible Mondays & Fridays. Located 15–20 minutes east of Annapolis via an easy reverse-commute across the Bay Bridge with free on-site parking.
- Travel: Light-to-moderate strategic travel (1–2 trips per quarter) for milestone grand openings, critical studio turnarounds, regional franchisee summits, and vendor partnerships.
Compensation & Benefits
- Compensation: $115,000 – $140,000 base salary (commensurate with multi-unit franchise experience) + Performance Bonus potential
- Health & Wealth: Comprehensive medical, dental, and vision insurance plus a 401(k) plan with company match.
- Time Off & Balance: Unlimited paid time off (PTO), paid company holidays, and a collaborative, family-first culture.
- Perks: Free culinary classes and team event discounts for friends and family at our Corporate HQ kitchen, plus ongoing professional development.