Director, Operations, Tim Hortons, US

Director, Operations Excellence

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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

Role Summary:

The Director, Operations Excellence, leads a team of six responsible for designing, testing, and implementing operational, technological, equipment, and training innovations across the Tim Hortons US restaurant system. Reporting to the Vice President, Franchise Operations & Operations Excellence, this individual plays a central role in ongoing innovation and development initiatives, preparing the restaurant system for successful product launches, and driving the day-to-day operational excellence that defines the brand, ensuring Tim Hortons US continues to grow as a leader in the QSR industry.

The ideal candidate has deep experience managing complex operational projects and collaborating across teams. They should thrive in a fast-paced, ever-changing environment and possess strong problem-solving, communication, and leadership skills. The role requires a forward-thinking mindset to challenge the status quo, drive innovation, partner effectively with franchise operators, and deliver systems and processes that enable the brand's values of Remarkable Reliability and Nice Like You Mean It.

Effectiveness in this role will be demonstrated by measurable improvements in guest satisfaction, digital guest feedback, speed of service metrics, operational efficiency, sales growth, franchisee profitability, and restaurant audit scores. Collaboration with teams across Marketing, Field Operations, Development, Digital, and Restaurant Technology — as well as direct engagement with franchise partners — will also be critical to success.

RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.

Key Responsibilities:

Operational Innovation & Efficiency

• Lead operational innovation by identifying and implementing solutions across restaurant operations, with focus on equipment, kitchen processes, drive-thru operations, and in-restaurant efficiency.
• Collaborate with cross-functional teams to deliver modern, efficient operations aligned with the brand's strategic goals.
• Drive the testing, refinement, and national rollout of new processes, systems, and innovations.
• Design and implement systems and processes that embed the brand's values of Remarkable Reliability and Nice Like You Mean It into everyday restaurant operations, enabling consistent, hospitable guest experiences at scale.
• Contribute to continuous improvement efforts aimed at reducing equipment maintenance needs, improving operating efficiencies, and enhancing long-term profitability for restaurant operators.

Training & Development

• Oversee the Tim Hortons US training ecosystem, including e-learning programs for restaurant Team Members and Tims University — the pre-opening training experience for all new franchisees entering the system.
• Ensure all training content is current, operationally accurate, and aligned with brand standards, new product launches, and evolving system initiatives.
• Partner with Field Operations and Franchising teams to continuously improve the franchisee onboarding and restaurant readiness experience.
• Manage the development and delivery of operational training materials to support brand priorities and national rollout initiatives.

New Product Operational Readiness

• Partner with Marketing on all new product initiatives prior to launch, serving as the operational voice to ensure new menu items are operationally friendly and ready for national rollout.
• Lead the evaluation and sourcing of any required smallwares, equipment, or process changes associated with new product introductions.
• Develop and deliver training and communication materials to support successful product launches across company and franchise restaurants.

Vendor & Partner Management

• Manage relationships with key external vendor partners across multiple domains, including guest insights vendors, audit vendors, equipment vendors, and other strategic operational suppliers.
• Hold vendors accountable to performance standards, timelines, and contract deliverables; escalate issues and drive resolutions as needed.
• Identify and evaluate new vendor partnerships that support the brand's operational innovation agenda.

Restaurant Technology

• Partner with the Restaurant Technology team to develop and implement technologies including POS systems, scheduling tools, production management platforms, and inventory systems.
• Contribute to the restaurant technology roadmap, ensuring new technology integrations are operationally sound and support the guest and team member experience.

Cross-Functional Collaboration & Franchisee Engagement

• Work closely with Marketing, Development, Digital, and Field Operations teams to bring the brand's guest experience vision to life through operational initiatives.
• Serve as an operational thought partner across functions, ensuring alignment and execution excellence on brand priorities.
• Engage directly with franchise partners to present new initiatives, gather feedback, and drive alignment on system-wide operational priorities.
• Build strong, trust-based relationships with franchisees, acting as a credible and accessible resource for operational guidance, best practice sharing, and performance improvement conversations.

Qualifications:

Experience

• Minimum 6 –10 years' experience in operations, business consulting, or a related field; prior experience in a Director-level or equivalent role preferred.
• Industry knowledge in business-to-customer operations; experience in a franchised, drive-thru-oriented, or similarly structured environment is a strong plus.

Leadership

• Demonstrated ability to lead, develop, and inspire a team of direct reports.
• Proven track record of leading cross-functional projects and contributing to strategy execution.
• Comfortable presenting to and collaborating with franchise operators; able to influence without authority and navigate franchisee relationships with professionalism and credibility.

Skills & Competencies

• Strong problem-solving skills with a proven track record of addressing complex challenges with innovative, results-driven solutions.
• Deep appreciation for hospitality and guest experience; able to translate brand values into tangible operational behaviors and systems that teams can consistently execute.
• Excellent interpersonal skills and demonstrated ability to build trust and deliver value to internal and external stakeholders, including franchise partners.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Experience with training program management, vendor oversight, or operational technology implementation is a plus.

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.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.