Director of Operations
Services
Summary
The Director of Operations Services is
responsible for leading and scaling the Special Events business while driving
operational excellence across restaurant systems, product testing, and
procedural development. This role owns the strategy and execution for Special
Events growth-both organic and inorganic-delivering revenue and EBITDA
performance while enhancing brand visibility and guest conversion into
restaurant traffic.
In addition, this role serves as a key
operational leader for product testing, process innovation, and
cross-functional execution, ensuring new initiatives translate into sustainable
guest count growth and improved restaurant performance.
Essential Duties and Responsibilities
Special Events
Strategy & Leadership
• Develop and execute a comprehensive strategy to grow Special
Events revenue and EBITDA.
• Identify and evaluate new market opportunities and partnerships to
drive inorganic growth.
• Negotiate and execute agreements with licensees to maximize
financial performance and brand alignment.
• Manage and develop licensee relationships, ensuring adherence to
brand standards and contribution to brand equity.
• Oversee staffing, operations, and execution of subcontracted
events to ensure efficiency and profitability.
• Maintain a strong leadership bench, including direct management of
team members.
Guest Experience
& Brand Impact
• Drive best-in-class guest experiences across all Special Events
venues.
• Leverage events as a strategic channel to increase restaurant
guest traffic and sales.
• Ensure consistency in brand standards across all event
environments.
Financial
Performance & Reporting
• Own and deliver against established sales and EBITDA targets while
managing within budget.
• Provide regular performance reporting and insights to executive
leadership.
• Monitor P&L performance and optimize cost structures to
improve flow-through.
Product Testing
& Operational Innovation
• Lead the development, coordination, and execution of market tests
for new products, procedures, and equipment.
• Partner cross-functionally with Menu Innovation, Quality
Assurance, Training, IT, POS, and Operations teams.
• Design and implement structured testing methodologies, including:
o Market/store
selection
o Marketing
plans
o Success
criteria definition
o Training
and execution oversight
o Feedback
collection and analysis
• Identify and resolve operational execution gaps to improve success
rates at the restaurant level.
• Support successful product launches that drive sustainable sales
and guest count growth.
Operational
Excellence & Process Development
• Develop, document, and continuously improve operational
procedures, including:
o
Menu item preparation and ingredient handling
o
Restaurant systems (banking, inventory, cleaning, customer
service)
o
Equipment and packaging standards
• Serve as a subject matter expert on operational processes and
product standards.
• Identify opportunities to simplify procedures and improve
operational efficiency.
• Maintain and manage operational databases (e.g., iForm,
FlexPrint).
• Ensure alignment with the annual Operations Plan and track
execution progress.
Field Engagement
& Continuous Improvement
• Conduct regular field visits to stay connected to restaurant
operations and challenges.
• Collaborate with field leaders to refine testing, training, and
operational strategies.
• Lead or support additional operations projects based on business
needs.
Additional Responsibilities
• Attend meetings, conferences, and project calls as needed.
• Draft and distribute communications to support initiatives and
alignment across teams.
To perform this job
successfully, an individual must be able to perform each essential job duty and
responsibility satisfactorily. The additional requirements listed below are
representative of the knowledge, skill, education, experience, and/or ability required.
