VP of Restaurant Operations & Franchise Development

Founded in 1965, Gold Star has grown to become one of Greater Cincinnati’s most recognizable and iconic brands. As part of GSR Brands, Gold Star is proud of its Cincinnati roots, its commitment to craveable food and genuine hospitality, and its Service Promise: “To Make You Feel Like Family.”

We are focused on strengthening our restaurants, supporting our franchise partners, and growing the brand while staying true to the relationships and experiences that have made Gold Star special for generations.

Position Summary

The Vice President of Restaurant Operations & Franchise Development is a key member of the executive leadership team responsible for the performance, leadership, and growth of company-owned and franchised restaurant operations.

This position provides strategic leadership across restaurant operations, franchisee support, field leadership, operational standards, guest experience, new restaurant openings, and system growth. The Vice President of Restaurant Operations & Franchise Development is a visible advocate and driver of the company’s Service Promise strategy, building a culture of hospitality and ensuring an exceptional guest experience is consistently delivered throughout the system.

The role also serves as a trusted business partner to franchisees and company operators and works closely with the CEO to identify and develop franchisees capable of supporting the long-term growth of the brands.

Essential Responsibilities

Operations & Restaurant Performance

• Provide strategic leadership and direction for company-owned and franchised restaurant operations.
• Develop and execute strategies that improve sales, profitability, staffing, hospitality, guest experience, and operational execution.
• Champion the company’s Service Promise strategy, ensuring hospitality expectations are understood and consistently demonstrated by field leaders, operators, franchisees, and restaurant teams.
• Translate company priorities into clear goals, expectations, and accountability throughout the Operations organization.
• Establish and monitor key operating and financial metrics, including sales, transactions, labor, food cost, profitability, staffing, guest feedback, and restaurant execution.
• Identify underperforming restaurants, operational risks, and performance gaps and ensure effective improvement plans are developed and executed.
• Maintain a strong field presence and understanding of restaurant-level opportunities, challenges, and business conditions.
• Partner with Finance on budgeting, forecasting, restaurant performance analysis, capital planning, and growth opportunities.
• Partner with the CEO and executive leadership team on annual planning, organizational priorities, and long-term business strategy.

Franchisee Leadership & Development

• Build strong, productive relationships with franchisees based on trust, transparency, accountability, and shared business goals.
• Serve as a senior business advisor to franchisees on restaurant performance, profitability, staffing, leadership, execution, and growth.
• Ensure franchisees consistently execute required brand standards, operating systems, programs, and Service Promise expectations.
• Identify opportunities to improve existing franchise restaurant performance and strengthen franchisee capability.
• Partner with the CEO to identify, evaluate, and develop prospective franchisees with the financial resources, leadership ability, and operational discipline necessary to grow the system.
• Develop relationships and networks that support franchise recruitment, new restaurant development, ownership transitions, and expansion into appropriate markets.
• Serve as a senior company representative to the Franchise Advisory Council and maintain open, productive communication with the franchise community.

Field Leadership & Talent Development

• Lead and develop District Managers, Franchise Business Consultants, and other field Operations leaders.
• Establish clear expectations and accountability for field leadership performance.
• Develop field leaders into strong operators, coaches, business partners, and financial advisors to restaurants and franchisees.
• Build leadership capability around hospitality and the Service Promise so field leaders can effectively coach restaurant teams and create exceptional guest experiences.
• Identify high-potential talent and build succession and development plans for key Operations positions.
• Evaluate the field leadership structure as restaurant count, geography, and business needs evolve.
• Partner with Human Resources on leadership selection, development, performance management, succession planning, and employee matters within Operations.

Operational Standards & Guest Experience

• Ensure company-owned and franchised restaurants consistently execute standards for food quality, service, cleanliness, hospitality, safety, and guest experience.
• Translate the Service Promise into clear, measurable, and sustainable restaurant behaviors and evaluate its effectiveness through guest feedback, restaurant results, and field observations.
• Continuously evaluate operating procedures and systems to improve efficiency, consistency, profitability, and ease of execution.
• Monitor guest feedback and recurring concerns and engage appropriate resources to drive improvement.
• Ensure operating standards evolve with changing business conditions, technology, labor markets, and guest expectations.

New Restaurant Openings & System Growth

• Lead the operational planning and execution of new company-owned and franchise restaurant openings.
• Partner with franchisees and internal departments throughout pre-opening planning, training, opening, and post-opening stabilization.
• Ensure new restaurants are appropriately staffed, trained, equipped, and operationally prepared to deliver the Service Promise from day one.
• Participate in evaluating potential markets and growth opportunities from an operational and business perspective.
• Ensure field leadership and operational resources are positioned to support continued restaurant growth.

Cross-Functional Leadership

• Partner closely with Marketing, Finance, Human Resources, Training, Information Technology, Quality Assurance, Supply Chain, Commissary, and other departments on company initiatives.
• Provide an Operations perspective during the development and implementation of new products, promotions, technology, equipment, restaurant concepts, and system-wide programs.
• Partner with Training and Marketing to integrate Service Promise and hospitality expectations into training, recognition, communications, and restaurant initiatives.
• Ensure major initiatives are effectively tested and operationally practical before broad implementation.
• Collaborate across functions to support sales and traffic growth while ensuring corporate initiatives meet the needs of restaurant operators and franchisees.