About the Role
The Senior Manager, Operations Excellence, is responsible for supporting the execution of strategic operational initiatives, driving cross-functional projects, and improving operational consistency across the network.
Serving as a key partner to the Vice President of Operations Excellence, helping translate business priorities into scalable processes, tools, communications, and field-facing solutions.
The Senior Manager works closely with Operations, Franchise Support, Learning & Development, Marketing, HR, and Technology teams to ensure initiatives are effectively implemented and sustained across the organization.
A Day in the Life
Operations Excellence
- Partner with the VP of Operations Excellence to execute strategic initiatives that improve operational performance, consistency, and guest experience.
- Lead cross-functional projects from planning through implementation to adoption, ensuring alignment across stakeholders.
- Evaluate operational processes and identify opportunities for simplification, standardization, and continuous improvement.
- Support the development and rollout of operational programs, tools, resources, and communications.
- Analyze operational performance metrics and provide recommendations to improve business outcomes.
- Project manage key organizational initiatives, including the development and execution of project plans, timelines, communications, and stakeholder engagement strategies to ensure successful delivery.
- Serve as a liaison between Operations, Learning & Development, Franchise Support, Technology, Marketing, and other support functions.
- Assist in developing business cases, executive presentations, reporting, and recommendations for senior leadership.
- Support change management efforts associated with new processes, programs, and technology implementations.
Leadership & Collaboration
- Build strong relationships across departments to drive alignment and execution.
- Influence without direct authority and effectively manage competing priorities.
- Foster a culture of accountability, collaboration, and continuous improvement.
What Sets You Apart
- Exceptional communication skills with the ability to influence and build strong relationships at all levels of the organization.
- Highly accountable, self-motivated, and resourceful, with the ability to independently drive initiatives and deliver results.
- Creative thinker and problem solver who thrives in ambiguity and develops practical, scalable solutions.
- Strong project management and prioritization skills with a focus on execution and impact.
- Strategic mindset with the ability to connect initiatives to business performance and enterprise outcomes.
- Strong operational acumen and experience working in multi-unit or franchise environments.
Education & Experience
- Bachelor's degree in Business, Operations, Organizational Development, or related field. (or equivalent experience)
- 5-7+ years of experience in operations, business services, project management, franchise support, or related functions.
- Experience leading cross-functional initiatives and managing complex projects.
- Strong analytical, organizational, and problem-solving skills.
- Excellent written, verbal, and presentation communication skills.
- Proven ability to influence stakeholders and drive results in a matrixed environment.