Director of OperationsReports to: Key Account Manager
Location: Los Angeles, CA
Position Overview The Director of Operations leads the campus account and serves as the strategic partner to the client, ensuring all programs align with business objectives and contractual commitments. This role translates vision into disciplined operational execution, delivering exceptional workplace dining and hospitality experiences while driving measurable financial and performance results.
As a visible and engaged leader, you guide General Managers, chefs, and operations teams across the campus, building high performing teams grounded in accountability, collaboration, and continuous improvement. You ensure consistency, quality, financial stewardship, safety, and full alignment with Guckenheimer standards.
Success in this role requires strong business acumen, operational rigor, and a deep commitment to hospitality excellence.
How Success Is Measured Success in this role is defined by an unwavering commitment to hospitality, operational excellence, and delivering exceptional guest experiences every day.
- Sustained client satisfaction and long-term retention driven by consistent, elevated dining and hospitality experiences that guests value and remember
- Operational excellence across the campus, ensuring seamless service, consistent quality, and environments that reflect pride, professionalism, and care
- Strong financial performance achieved through disciplined cost management, smart forecasting, and operational efficiency that protects both the guest experience and the business
- High levels of guest engagement and measurable satisfaction that demonstrate the program is meaningful and aligned with client culture
- Development of strong operations and culinary leaders who create welcoming environments, support their teams, and uphold service standards daily
- Flawless execution of contractual commitments, safety standards, and compliance requirements, ensuring trust, reliability, and brand integrity
Hospitality is not an initiative in this role. It is the standard. Operational discipline is what makes exceptional guest experiences possible.
Key Responsibilities - Lead all campus operations with a hospitality first mindset, ensuring every café and service point delivers a consistent and elevated guest experience
- Partner closely with the Key Account Manager, campus leadership team, and client stakeholders to align operational strategy with client objectives and contractual commitments
- Drive disciplined execution across the campus by ensuring all Guckenheimer and client standards, policies, and service expectations are consistently upheld
- Oversee financial performance for the campus account, including margin management, cost controls, forecasting accuracy, and performance metric accountability
- Ensure operational systems, reporting tools, and processes function effectively to support accuracy, scalability, and informed decision making
- Lead new service launches, renovations, and program enhancements with strong operational readiness and seamless guest experience execution
- Support client retention and growth efforts by demonstrating operational strength, service excellence, and continuous improvement
- Facilitate leadership alignment meetings with General Managers, chefs, and support teams to reinforce accountability, innovation, and consistent execution
- Maintain a visible presence on site, coaching leaders in real time, reinforcing hospitality standards, and ensuring every guest interaction reflects professionalism and care
Food and Workplace Safety Safety is foundational to guest trust and operational excellence. - Embed food safety and workplace safety into daily campus operations through leadership, training, and consistent follow through
- Ensure all kitchens and service areas are organized, clean, and inspection ready at all times
- Enforce adherence to workplace safety standards, food safety protocols, and all regulatory requirements
- Oversee execution of Allergen Control Plan requirements with precision and operational discipline
- Validate accurate product labeling and clear allergen identification across all cafés
- Maintain strict compliance with HACCP and NSF standards through documented processes and audit readiness
You set the tone for a campus culture where safety, operational rigor, and genuine hospitality come together to create exceptional experiences for every guest.
Core Competencies Leadership and Influence Communicates with clarity and confidence, aligns stakeholders, and inspires teams to achieve shared goals.
Client and Guest Focus Anticipates needs, responds with urgency and professionalism, and builds trusted relationships that drive retention and growth.
Operational Excellence Ensures disciplined execution, financial stewardship, and scalable systems that protect the guest experience.
Drive and Accountability Demonstrates ownership, resilience, and a relentless commitment to results.
Adaptability and Composure Thrives in fast paced environments and maintains professionalism under pressure.
Inclusive Leadership Values diverse perspectives and fosters a culture of respect, collaboration, and belonging.
Integrity Upholds the highest ethical standards and leads with transparency and accountability.
If you are inspired by hospitality, energized by leading strong teams, and motivated to deliver extraordinary workplace dining experiences, we invite you to bring your leadership to Guckenheimer.
Physical Requirements - Ability to stand and walk for extended periods, up to eight hours per day
- Ability to lift a minimum of twenty five pounds
- Maintain professional appearance standards
- Thrive in high volume environments with time sensitive demands
- This is a hands-on leadership role rooted in the energy and rhythm of hospitality operations.
HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.
ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $120000.00 - $150000.00 . Final compensation will be determined based on experience and skills and may vary from the above range.
To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.
