Director of Operations

Summary of Role:

The Director of Retail Operations is a strategic, hands-on leader who serves as the critical link between Chip City's corporate vision and execution in the field. This role goes beyond running day-to-day operations: it requires the judgment to anticipate problems before they surface, the influence to align store teams around company priorities, and the communication skill to translate corporate strategy into plans that Regional and Multi-Unit Managers can act on with confidence. The ideal candidate thinks several steps ahead, solves problems decisively, and builds trust equally with executive leadership and store-level teams as Chip City continues growth.

Strategic Leadership & Corporate–Field Alignment:

• Act as the primary bridge between corporate functions (Marketing, Supply Chain, Finance, HR), ensuring new programs, products, and initiatives land smoothly and as intended at the store level.
• Translate company strategy and annual goals into clear, actionable operational plans and priorities for Regional and Multi-Unit Managers.
• Anticipate operational risks, bottlenecks, and change-management challenges before they impact the business, and proactively design solutions rather than reacting after the fact.
• Represent the voice of the field in leadership and cross-functional discussions, ensuring corporate decisions reflect operational realities and store-level feedback.
• Lead change management for new systems, processes, and initiatives, driving adoption and minimizing disruption across the store portfolio.
• Partner with senior leadership on long-range planning for store growth, new market entry, and operational scalability.

Operational Excellence:

• Oversee daily operations across all Chip City stores with a focus on consistency, efficiency, and execution.
• Ensure compliance with all SOPs, baking standards, beverage programs, merchandising, and packaging guidelines.
• Conduct regular store visits, operational audits, and quality checks to maintain brand integrity.
• Maintain strict quality control & and operational feedback.
• Ensure on-time, accurate execution of store activations, product launches, and promotional rollouts.
• Identify and implement operational efficiencies to enhance workflow, reduce waste, and optimize labor.

Team Leadership & Development:

• Lead, mentor, and develop Regional Managers and Multi-Unit Managers, building a strong bench of future operational leaders.
• Foster a culture of hospitality, accountability, team engagement, and brand pride through Chip City's Core Values.
• Coach managers through complex or ambiguous problems, modeling sound judgment and decisive, solutions-oriented thinking.

Financial & Performance Management:

• Analyze store performance metrics and ensure strong execution against sales, labor, and COGS targets.
• Partner with managers to forecast labor, manage scheduling accuracy, and drive profitability.
• Review P&Ls, identify trends, and build action plans for underperforming stores.
• Communicate operational insights, risks, and opportunities to leadership clearly and proactively.

Guest Experience:

• Uphold Chip City's hospitality standards to deliver a consistent, upbeat, guest-focused experience.
• Monitor guest feedback and support store teams in resolving service issues quickly and effectively.
• Strong knowledge of foodservice workflows, production processes, and quality control standards.
• Expertise in operational auditing and brand-standard execution; ability to build and execute SOPs across operations.
• Proficiency in analyzing store performance metrics, including sales, labor, and COGS.
• Ability to interpret P&Ls and develop data-driven action plans based on financial trends.
• Workforce management skills, including labor forecasting and scheduling accuracy.
• Familiarity with POS systems, inventory management tools, and retail reporting platforms.
• Project management experience supporting new store openings, product launches, and cross-functional operational initiatives.
• Data-driven decision-making using guest feedback and operational KPIs.

KPIs / Outcomes:

• Drive strong financial performance across all locations, including improvements in sales, labor efficiency, COGS, and overall store profitability.
• Ensure consistent operational excellence through high audit scores, strict SOP compliance, quality control, and efficient execution of new product launches.
• Successfully roll out corporate initiatives to the field on time and with high adoption, measured by execution consistency and manager feedback.
• Elevate guest satisfaction by maintaining exceptional service standards, monitoring feedback, and improving key metrics such as NPS and review ratings.
• Develop and lead high-performing teams, improving retention, strengthening operational leadership, and supporting successful new store openings and brand expansion.

Competencies:

• Strategic & Operational Leadership
• Communication & Cross-Functional Influence
• Data-Driven Decision Making
• Talent & Team Development

Supervisory Responsibilities:

Regional Managers

Work Environment & Schedule:

Hybrid - 2 days in office, 3 days in stores

Compensation:

$110,000 – $130,000 annually, based on experience and qualifications.