Director of Operations Ottawa

Blue Shock Executive Search, established in 2003, is a renowned executive search firm excelling in recruiting top-tier candidates across the restaurant, hospitality, and food service-related sectors. As industry leaders, we specialize in forging connections between exceptional talent and leading employers in Canada and the US.

About Our Client: Our small part of the Tim Hortons story begins in 1996, when our founders opened their first Tim Hortons restaurant in Ontario. With two young children in tow, they dedicated themselves to building their new business based on two core values - treating people right and giving back to the community. More than twenty-five years later, family values continue to guide our organization. We have grown in size and now serve several communities throughout the Ottawa-Valley, but we remain a family-run organization. We expect our restaurant leaders to take care of our team members first, knowing that if we take care of them, they will take care of our guests.

The Role: The Director of Operations is the District Manager for all day-to-day operations for 5 restaurants in the Ottawa market. The Director is responsible for driving operations excellence, exceeding the brand’s high standards for quality, service, and cleanliness, and ensuring the restaurants in the market are always sharp, safe and ready for business. The Director of Operations achieves success by building a winning team capable of executing our plans and by growing EBITA in accordance with good business practices.

Responsibilities:

• People: Represent the company Mission, Vision and Core Values. Find, train, certify, develop and retain high quality District Managers in the future as we grow. Lead, Manage and hold Accountability for District Managers as we grow. Foster employee retention by maintaining a respectful working environment throughout the organization.
• Quality: Exceed our brand standards of exceptional Quality, Service and Cleanliness at each of the 5 restaurants. Grow sales through an exceptional guest experience.
• Systems & Process Execution: Oversee profit, sales and guest count growth for the brand. Ensure all company systems, practices, policies, routines and processes are implemented and followed. Ensure Training is in place and all appropriate staff receive the comprehensive training necessary for their job. Monitor and correct Process Execution as required. Ensure the execution of new products and processes are to standard. Ensure systems are in place and executed properly to maintain the building, equipment and premise in a meticulous manner. Ensure all food safety, worker safety and employment standards procedures are strictly adhered to.
• Planning: Evaluate Restaurant Performance and coach District Managers on Action Plans. Consistently and effectively communicate the company’s objectives to all store management teams through organized and scheduled conference calls, meetings and/or electronic communications. Coach District Managers to promote the brand through community involvement activities to develop and support Local Store Marketing plans to drive sales and guest count. Lead the annual planning process by aligning goals with the corporate strategic annual operating plan. Prepare and interpret financial and operational reports, analyze data and develop solutions to ensure operating goals are achieved. Analyze and identify gaps in area operational performance and address them to maximize performance and achieve goals.
• Development: Ensure a quality start-up and opening for all New Restaurant Growth which you will be responsible for.
• Culture: Create and maintain a positive work climate that promotes best-in-class tenure. Build the team according to our Core Values with the company type of people.

Knowledge/Skills/Abilities: Advanced understanding and technically competent in all quick-service restaurant operating systems is a must! Proven track record of training, developing and coaching others. Strong financial acumen and ability to manage P&Ls, establish restaurant budgets, and ensure achievement of the company’s P&L targets through systems and process. Excellent verbal and written communication skills. Proven leadership skills. Self-directed and highly motivated. Excellent problem-solving and analytical skills. Strong judgment and decision-making skills. Knowledge of Microsoft Office Suite programs. Ability to establish and maintain professional relationships. Excellent planning, organizational and prioritizing skills.

KPIs are measured at the portfolio level: Grows EBITA by increasing Same Store Sales and controlling input costs. Delivers a consistently excellent customer experience and consistently exceeds brand standards in all operations categories at all locations on all shifts (Speed of Service, OSAT, REV, GPS). Builds a healthy team with appropriate Roster Size, Culture score, Certification Level, Tenure and Safety. Achieves KPIs through the implementation and consistent execution of our core processes. No KPI below brand standard at any restaurant.

Education: 5+ years of QSR experience at a multi-unit level. College diploma or university degree is an asset.