Job Summary: The Director, Company Operations, is accountable for the end-to-end performance of Tim Hortons US's 24 company-owned restaurants. Leading a team of six - including four District Managers - this individual drives guest satisfaction, restaurant operational excellence, and financial performance across the portfolio. The Director is responsible for achieving annual budget commitments against a portfolio generating approximately $25 million in annual revenue, growing sales and traffic, and delivering best-in-class restaurant experiences for every guest.

This role is as much about people as it is about performance. The Director sets the tone for a Guest-first culture by coaching and developing District Managers and Restaurant General Managers, building teams that are aligned, accountable, and motivated to win. At the heart of this work is a commitment to genuine hospitality - ensuring every guest who walks through the door or pulls up to the drive-thru feels welcomed, valued, and served with care. The Director conducts regular on-site visits, analyzes operational and financial data, and develops action plans to continuously raise the bar across the company restaurant portfolio.

The ideal candidate is a proven operator with a track record of driving measurable results in a multi-unit environment. They bring strong financial acumen, a genuine passion for guest experience and hospitality, and the leadership presence to inspire a high-performing restaurant team.

Roles & Responsibilities:

Financial Performance & Profitability

• Own the P&L for the 24-restaurant company portfolio (~$25M in annual revenue), driving performance against annual budget targets across sales, labor, cost of goods, and EBITDA.
• Develop and execute strategies to grow restaurant sales and guest traffic, identifying and closing performance gaps across the portfolio.
• Review and manage labor costs, scheduling practices, and cash and inventory controls to ensure financial accuracy and operational efficiency.
• Report on sales forecasts, profitability trends, and budget compliance to above-restaurant leadership on a regular cadence.

Operational Excellence

• Set and drive operational standards across all 24 company restaurants, ensuring consistent delivery of food quality, speed of service, cleanliness, and facility standards.
• Conduct regular on-site restaurant visits to assess performance, coach teams, and ensure adherence to brand and operational standards.
• Develop and implement action plans to address gaps in key metrics, including speed of service, food quality, friendliness, traffic, and sales.
• Streamline routine operational processes and follow-up cadences across the market to drive consistency and efficiency.
• Ensure quality control across guest service, facilities, and day-to-day restaurant operations.

Guest Experience & Hospitality

• Foster a culture of warm, genuine hospitality across all 24 restaurants, where every team member understands that creating a great guest experience is the core of what Tim Hortons stands for.
• Champion a Guest-first culture across the company portfolio, ensuring every restaurant delivers a best-in-class experience that reflects the Tim Hortons brand.
• Analyze guest feedback, digital survey data, and audit results to identify trends and drive targeted improvements.
• Collaborate with Above Restaurant Leaders and Restaurant Managers to respond to guest feedback and continuously elevate the in-restaurant experience.

People Leadership & Development

• Lead, coach, and develop a team of six direct reports, including four District Managers, creating a culture of high performance, accountability, and continuous growth.
• Oversee the recruitment, onboarding, and development of District Managers and Restaurant General Managers, ensuring a strong pipeline of talent across the portfolio.
• Conduct structured performance reviews and set weekly, monthly, quarterly, and annual goals for sales, operations, guest satisfaction, and profitability.
• Make hiring decisions and foster an inclusive, guest-centered team culture at every level of the organization.

Strategic Collaboration & Initiatives

• Serve as the primary liaison between company restaurants and cross-functional leadership teams, building alignment and driving execution of strategic initiatives through influence and effective stakeholder management.
• Partner with Development and Facilities teams to execute remodels, capital projects, and restaurant reinvestment initiatives while minimizing operational disruption.
• Engage directly with stakeholders to test, pilot, and provide operational feedback on new programs, products, and technologies prior to broader rollout.
• Uphold food safety standards and regulatory compliance across all company-owned locations.

Skills & Qualifications:

• Bachelor's degree in Business or a related field, or equivalent practical experience.
• Significant multi-unit operations leadership experience in QSR, fast casual, or a similarly structured consumer-facing environment.
• Demonstrated experience managing a P&L in a multi-unit setting, with a track record of achieving financial and operational targets.
• Drive-thru-oriented or high-volume QSR experience is a strong plus.

Leadership & Competencies

• Demonstrated leadership with the ability to drive specific behaviors by example and build high-performing teams.
• Strong coaching and development skills, with experience leading District Managers or equivalent field leaders.
• Ability to make prompt decisions, manage multiple priorities simultaneously, and communicate effectively across all levels of the organization.
• Proven track record in driving sales growth, enhancing operations, and building a guest-focused culture while delivering EBITDA targets.

Technical Skills

• Strong financial acumen with proficiency in P&L management, labor management, and operational reporting.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Familiarity with restaurant technology platforms (POS, scheduling, inventory, digital guest feedback tools) preferred.

Salary:

Base salary range of $150,000 - 170,000. Base salary for this position may vary based on relevant factors such as experience, education, location, and skills.

This position is eligible to participate in the Company's annual discretionary bonus plan, subject to the terms and conditions of the incentive program, based on individual and company performance metrics. This position may also be eligible for additional compensation in the form of equity grants pursuant to the Company's long-term incentive plan.

Benefits:

This position is benefits eligible and offers a comprehensive package: health benefits (medical, dental, vision and life insurance) offered upon hire date; fertility benefits to support family planning needs; a 401(k) plan with Company match available after the first year of service; time-off programs (PTO, sick leave, Company-observed holidays, and parental leave); short-term and long-term disability insurance; and telemedicine & mental wellness support. Eligibility requirements apply to certain benefits and resources, and may vary based on job classification, location, and length of employment. We are equally committed to professional development, offering various learning and development courses.

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Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.