Director of Operations

Director of Operations At Chick-fil-A, leadership is more than a title—it's an opportunity to influence, serve, and create meaningful impact every day. As a leader, you'll work directly with an independent Owner/Operator, gaining hands-on experience that develops your ability to guide teams, drive excellence, and cultivate a culture rooted in service. Our leaders are the heartbeat of the restaurant, setting the standard for hospitality, operational excellence, and guest experience. Through intentional development, accountability, and a commitment to serving others, you'll inspire your team to deliver signature Chick-fil-A service and food while building skills that extend far beyond the restaurant. The Director of Operations is a strategic leadership role responsible for designing, implementing, and overseeing teams to demonstrate the company's vision and mission across the organization. This role serves as a senior operational leader responsible for the overall execution, performance, and strategic direction of operations at Chick-fil-A RedBird. This leadership role will: Specialize in one or multiple areas of the business depending on experience, performance, and growth. Those areas may include (but are not limited to) Front-of-House, Back-of-House, Guest Experience/Hospitality, Drive-Thru, Catering, Marketing, Sales and Brand Growth, or Training and Development. Establish systems that create consistency, improve efficiency, strengthen accountability, and enhance the overall guest and team member experience. Rather than simply reacting to operational issues, this leader proactively identifies opportunities, removes barriers, and develops sustainable processes that allow operational expectations to perform at the highest level. Continuously evaluate every operational decision through the lens of stewardship, effective management, guest experience, leadership development, and financial performance. Proactively identify congestion points, inefficient workflows, and service interruptions before they negatively impact the guest experience. Create and execute operational strategies that improve speed, accuracy, hospitality, and efficiency. Monitor throughput, deployment, labor, cleanliness, and guest experience in real time. Create alignment between departments while ensuring that every operational decision supports the restaurant's mission, vision, financial goals, and leadership culture. Partner closely with the Executive Director of Operations and other members of the leadership team to ensure the restaurant operates as one unified organization. Team Management & Development Ensure that every team member and guest receives exceptional experiences through operational excellence, genuine hospitality, consistent leadership, and well-developed systems. Conduct daily operational walkthroughs to evaluate execution, identify opportunities, and coach leaders immediately. Build sustainable systems, develop future leaders, improve operational efficiency, maximize profitability, and create an environment where team members and guests consistently experience excellence. Spend significant time on the floor observing operations, coaching leaders, mentoring future directors, identifying operational opportunities, and ensuring Chick-fil-A standards are consistently executed. Recruit and identify exceptional talent with high leadership potential, then invest in their growth through individualized development plans, consistent coaching, weekly one-on-one meetings, and honest performance feedback. Build a strong leadership pipeline through accountability, succession planning, cross-training, Director development, leadership certification, and recognition of leadership excellence. Asset Management & Facility Stewardship Be responsible for the care, maintenance, cleanliness, functionality, and longevity of all assets, furnishings, equipment, and guest-facing environments. This includes ensuring all dining areas, guest restrooms, technology, service equipment, décor, and indoor and outdoor seating areas are maintained to company standards. Establish preventative maintenance systems, conduct routine inspections, document deficiencies, submit maintenance requests promptly, and ensure guest-facing areas consistently reflect the Chick-fil-A standard of excellence. Financial Stewardship Protect the restaurant's financial health by managing labor, monitoring productivity, reducing overtime, controlling expenses, and minimizing operational waste. Improve Sales Per Labor Hour (SPLH), optimize team deployment and labor utilization, protect restaurant assets, and support profitable sales growth while maintaining an exceptional guest experience. Food Safety & Brand Protection Partner with Directors and executive leadership to uphold Chick-fil-A brand standards and ensure compliance with EcoSure, Health Department regulations, Chick-fil-A Pathway standards, sanitation requirements, and chemical and safety protocols. Maintain high standards of cleanliness and safety through daily inspections, routine operational audits, consistent coaching, and accountability across all areas. Other Administrative Duties Administrative & Operational Oversight: Maintain accurate records, complete required reports, monitor operational performance, and ensure timely completion of administrative responsibilities. Scheduling & Labor Management: Oversee scheduling, manage labor forecasts, review time punches, monitor overtime, and ensure accurate timekeeping and payroll submissions. Performance Management: Document coaching conversations, conduct performance reviews, track development plans, and maintain appropriate Team Member records. Training & Development: Monitor training completion, provide certification records, coordinate onboarding, and ensure Team Members complete required training and compliance courses. Policy & Compliance: Ensure adherence to company policies, employment regulations, documentation requirements, and internal procedures. Inventory & Financial Reporting: Review inventory reports, monitor controllable expenses, track waste, and support budgeting and financial performance analysis. Communication & Reporting: Prepare leadership updates, communicate operational priorities, document action plans, and follow up on outstanding tasks and initiatives. Systems & Documentation: Maintain accurate digital records, update operational checklists, manage required forms, and ensure reports and documentation are organized and accessible. Meetings & Planning: Lead or participate in leadership meetings, establish goals, track progress, and coordinate execution of restaurant initiatives. Vendor & Facilities Coordination: Assist with vendor communications, service requests, maintenance documentation, equipment repairs, and follow-up on outstanding facility needs. Core Values of a Leader Servant Leadership – Puts the needs of the team and guests first Integrity – Does the right thing, even when no one is watching Accountability – Takes ownership of results, decisions, and mistakes Humility – Leads with confidence while remaining teachable Excellence – Pursues high standards in every detail Consistency – Shows up dependable, steady, and reliable Empathy – Understands and cares about the experiences of others Respect – Values every individual and fosters dignity in the workplace Growth Mindset – Seeks continuous improvement personally and for the team Courage – Has difficult conversations and makes tough decisions when necessary Positivity – Sets an encouraging tone, especially under pressure Vision – Thinks beyond today and leads with long-term impact in mind Team Development – Invests intentionally in coaching and building others Resilience – Stays focused and solutions-oriented during challenges