Job Description

Position Overview:

The Chief Operating Officer (COO) will be responsible for overseeing the daily operations of our Quick Service Restaurant (QSR) franchisee business. This role requires a dynamic and strategic leader who can manage operational efficiency, drive growth, improve service quality, and ensure financial success. The COO will work closely with the CEO, franchise partners, and key departments to ensure the brand's success through streamlined operations, exceptional customer service, and consistent profitability.

Key Responsibilities:

1. Operational Leadership :

   • Oversee daily operations of all franchise locations, ensuring consistency in service quality, food safety, and cleanliness.
   • Establish and implement operational policies and procedures to improve efficiency and reduce costs.
   • Manage staffing levels, employee training, and performance to optimize operational performance.

2. Performance & Financial Management :

   • Monitor and analyze key performance indicators (KPIs) such as sales, profitability, labor costs, and food costs, and develop action plans to address underperformance.
   • Develop and manage operational budgets, ensuring effective allocation of resources and meeting financial targets.
   • Drive cost control initiatives and improve profitability without compromising customer experience.

3. Franchisee Relationship & Compliance :

   • Serve as the primary point of contact for franchise partners, ensuring alignment with corporate standards, procedures, and policies.
   • Ensure franchise locations comply with all brand guidelines, health & safety regulations, and industry standards.
   • Support franchisees in implementing operational improvements and maintaining consistent quality.

4. Team Management & Development :

   • Lead, mentor, and develop a high-performing management team across all locations.
   • Promote a culture of continuous improvement by fostering leadership development and employee engagement.
   • Conduct regular performance reviews for senior operational staff and implement training programs to enhance skills and capabilities.

5. Growth & Expansion :

   • Work closely with the CEO to support the company’s growth strategy, including opening new locations and optimizing existing ones.
   • Develop scalable systems and processes to support expansion.
   • Evaluate new business opportunities, including potential new franchise locations and markets.

6. Customer Experience & Brand Standards :

   • Ensure all locations consistently deliver excellent customer service in line with brand expectations.
   • Collect customer feedback and implement initiatives to improve customer satisfaction and loyalty.
   • Oversee marketing and promotional activities at the operational level to drive traffic and increase sales.

7. Technology & Innovation :

   • Leverage technology to streamline operations, improve customer experience, and drive efficiencies (e.g., POS systems, mobile ordering, delivery platforms).
   • Stay up-to-date on industry trends, innovations, and best practices to maintain the brand's competitive edge.

Qualifications:

• Education : Bachelor’s degree in Business Administration, Hospitality Management, or related field (MBA preferred).
• Experience : Minimum of 5-7 years of senior operational leadership experience, ideally in the quick-service restaurant industry or franchise operations.
• Skills :
  • Strong financial acumen, with the ability to analyze and manage P&L statements.
  • Excellent leadership and team management skills with experience leading cross-functional teams.
  • Proven track record of improving operational efficiency and driving profitability in a multi-location business environment.
  • Exceptional communication, negotiation, and interpersonal skills.
  • Ability to manage and prioritize multiple projects simultaneously.
  • In-depth knowledge of QSR operations, including inventory management, food safety, labor management, and compliance.
  • Proficiency with industry-specific technology and POS systems.

Desired Attributes:

• Strong business acumen with a focus on driving growth and profitability.
• Innovative mindset with the ability to identify and implement operational improvements.
• Passionate about customer service excellence and building brand loyalty.
• Detail-oriented with a focus on continuous improvement.
• High level of emotional intelligence, able to build strong relationships and motivate teams.

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