Operations Director, Americas

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We’re not in the wing business. We’re in the flavor business. It’s been our mission To Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.

Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way, of being entrepreneurial, service-minded, fun and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.

WHAT WE'LL NEED

The Operations Director (OD) will be instrumental in turbo charging Wingstop’s next phase of growth on our journey to becoming a Top 10 Global Restaurant Brand. Accountable for the Ops, People and New Market Entry; a key decision maker and strategic thought partner to the Managing Director and Brand Partner teams.

The OD has the horsepower to make anything happen with a proactive hands-on approach to their work. Throughout defining and executing their Ops Strategy, the OD is laser focused on building capability within the markets. Culturally and commercially astute, the OD thrives in a fast paced, high growth environment. Passionate about developing those around them, the OD takes a people first approach to their work.

This is a Regional Role (Canada & LATAM) with Canada as the priority market.

Key areas of focus for this role will include: building best-in-class operational excellence, Restaurant & Enterprise economics, New Market Entry, BOH optimization, Drive Thru, People Planning, L&D, training, successful restaurant growth in existing markets, crisis management, equipment innovation & value engineering.

The individual must be proficient in both English and French. Spanish is desirable.

WHAT YOU'LL NEED

• Build a culture of Ops Excellence, ensuring accountability to deliver globally consistent and locally relevant Consumer & Employee experiences.
• Leverage relationship capital with BPs to build capability in their organization and to support them with building out their infrastructure for scale.
• Drive exceptional Ops metrics including OSAT, Speed, Accuracy, Consistency and QSC audit scores.
• Define the Ops Strategy and build the necessary processes, systems and routines to drive SSSG and bottom-line conversion.
• Establish a “People First” Culture across the region, diving into holistic people planning to include capability mapping, bench planning and engagement.
• Conduct Gap analysis and TNA (Training Needs Analysis) to quantify capability gaps across markets.
• Work in collaboration with Functional Heads to roll out company growth initiatives such as: Learning Management System, Tech stack and Global Design Playbook.
• Work closely with Marketing Director to develop and implement plans to grow market share and increase revenues and profitability in a sustainable manner.
• Build, Coach and Inspire the regional operations team. Provide enriching development opportunities for the team allowing the business to exceed its goals and the individuals to grow.
• Lead growth strategy initiatives across the business such as BOH Optimization, Tech enabled kitchen and defining Wingstop’s Drive Thru proposition.
• Develop, lead, and provide expertise to the full network of restaurants, in all areas of operations, compliance, brand management, training, sourcing and franchising. Work with other parts of the business / stakeholders to deliver concept design, new product development, and culinary and business insights.
• Determine operational simplicity, removing blocks and barriers from the organization. Oversee the development (and constant evolution) of standards and tools that are executed in the region and wider business. Set appropriate metrics and measure and communicate results.
• Deep dive into all Ops, People & Training metrics to identify business opportunities. Conduct gap analysis and lead remedial action to drive performance. Lead on the job coaching and training interventions where necessary.
• Manage a wide range of regional issues with our Brand Partners identifying the root causes and finding creative solutions. Work closely with BPs to build solutions in partnership.
• Ensure hugely impactful and successful New Market Openings within the region and across the international business. Collective success is fundamental to Wingstop’s growth plans.

WHO YOU ARE

HUMBLE: You feel there is always opportunity to further your personal and professional growth. You love working and learning from others and are open minded to all views.

HUNGRY: You have a fire in you to keep pursuing excellence, particularly in a fast-paced, dynamic environment. You have at least 10 years deep operational experience across fast growing international food and beverages business.

SMART: You have a high degree of emotional intelligence and a thirst for knowledge. You have the aptitude to work both independently and collaboratively, the talent to apply sound, strategic thinking and analysis to address a variety of business circumstances, and the capability to produce high-quality, detail-oriented work within a fast-paced environment.

SERVICE-MINDED: You consider others at every turn by exercising your responsibilities in an energetic, proactive and organized way. You are able to engage with a raft of different cultures and personalities across multiple businesses.

ENTREPRENEURIAL: You work with an owner’s mentality when collaborating cross-functionally as you manage multiple concurrent projects from inception through execution.

A DAY IN THE LIFE

So, what does ‘all in a day’s work’ look like to a Wing Expert in this role? Your day could shape up somewhat like this:

• Frequent use of a computer and other technology essential to the successful completion of your everyday role responsibilities, often in a seated position.
• Frequent use of mental energy while gathering, documenting, analyzing, and communicating information with cross-functional colleagues, vendors, and extended Wingstop team.
• Routine need to shift priorities among simultaneous projects. Multi-tasking capability to drive projects whilst supporting Brand Partners, visiting international markets and liaising with the GSC (Global Support Centre) in Dallas.
• Frequent travel predominantly within Canada & some travel across Latin America.

BENEFITS

• Unlimited paid time off for exempt employees
• One paid volunteer day of your choice
• Competitive bonus structure for eligible roles
• Team member stock purchase plan
• Health savings or flexible spending account options
• 401k – (dollar for dollar on the first 3% and then 50 cents on the dollar for the next 2% for team member contributions up to 5% of eligible compensation)
• Basic life and AD&D insurance provided
• Education Assistance
• Wellness reimbursement program
• Paid maternity and paternity leave

Fun Is The Best Flavor:

• Lunch provided every Tuesday and Thursday in office
• Work from home Fridays
• Discount on Wingstop gift cards
• Discounted onsite dry cleaning
• Discounted onsite car detailing
• Onsite game room and patio

Wingstop provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Business Development

• Industries

  Restaurants

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