Director of Operations The Director of Operations (DOO) leads a team of Regional Operations Managers (ROMs) to achieve portfolio operating plans and overall business performance objectives. The DOO establishes performance targets and coaches ROMs to provide strategic, consultative support to franchisees in areas including sales growth, profitability, operational excellence, and network expansion. This role ensures franchisee goals are achieved or exceeded by proactively identifying challenges, developing action plans, and providing solutions and support to both ROMs and franchisees. Duties and Responsibilities Emerging Market Growth & Expansion • Serve as the primary liaison for franchisees and field teams in Emerging Markets while leading expansion initiatives in emerging DMAs to ensure speed-to-market, operational readiness, and successful execution of the Emerging Market Strategy. • Develop and execute new market opening plans for Dunkin' by partnering cross-functionally to ensure full system readiness and successful launches across multiple markets and franchise groups. • Lead market reset initiatives and develop market-level action plans to drive top-line sales growth, improve operational efficiency, strengthen community presence, and enhance franchisee profitability. • Partner with franchisees and cross-functional teams to identify and remove barriers to growth, improve operational execution, increase market penetration, and support sustainable business performance. Franchisee & Operations Leadership • Achieve operational and business performance goals for an assigned portfolio of franchisees, as established by brand leadership. • Lead the Annual Planning and Franchise Business Review process with franchisees and ROMs to evaluate performance against prior commitments and align on future goals and strategies. • Coach and mentor ROMs in supporting franchisees to achieve annual business objectives and operational standards. • Support the professional growth and development of ROMs through ongoing coaching, feedback, and leadership development. • Monitor, analyze, and interpret operational data and performance analytics to guide ROMs and franchisees toward achieving key business goals and action plans. • Lead strategic and complex franchisee discussions while building and maintaining strong, trusted franchisee relationships. Cross-Functional Collaboration & Administration • Coordinate with Foodtastic functional departments - including Construction & Development, Marketing, Legal, IT, Finance, and Learning & Development - to ensure ROMs and franchisees receive the appropriate support and resources. • Collaborate across the brand to identify operational gaps and training opportunities for franchisees and ROMs in partnership with the Foodtastic Learning & Development team. • Ensure effective management and utilization of G&A expenses within established regional budgets and guidelines. • Complete all administrative responsibilities and reporting requirements accurately and in a timely manner. Required Knowledge, Skills, and Abilities • 10+ years of restaurant or retail management experience, including multi-unit leadership and team management experience. • Strong understanding of restaurant operations and multi-unit business management • Proven leadership skills with the ability to inspire teams, drive accountability, and execute strategic initiatives • Strong business and financial acumen • Excellent coaching, mentoring, and consultative leadership skills • Exceptional verbal, written, and interpersonal communication skills • Ability to navigate complex issues and manage difficult conversations effectively • Strong relationship-building skills with the ability to establish credibility and trust with internal and external stakeholders • Ability to develop and execute action plans that drive measurable business results • Must be willing and able to travel regularly to support and consult with franchisees based on portfolio and business needs. Company benefits: • Market related compensation • Complimentary coffee, drinks and snacks at the office • Free parking at the office • Free access to the gym (Montreal office) • Summer Fridays • 1 hour lunch paid • Virtual health care • Company social events • Group insurance plan, including health, dental and long-term disability. Bilingual Requirement (English/French): This role requires proficiency in both French and English due to the national scope of the work and the diverse stakeholders involved. The position supports multiple brands operating across Quebec and English-speaking regions of Canada, necessitating effective communication in both official languages. The incumbent will collaborate with cross-functional teams located in different provinces, where English and French are used interchangeably depending on the region and audience. Strong written and verbal communication skills in both languages are essential to ensure clarity, consistency, and alignment in day-to-day interactions, project execution, and deliverables. Bilingualism enables the role to effectively engage with partners, contribute to national initiatives, and ensure that communications and materials are accessible and relevant to all audiences across Canada.