Front Operations Manager

Operations Manager

This position is a full-time (35-40 hours per week), hourly, non-exempt position. Salary: $27.00 - $30.00, per hour - see below for additional salary & benefits offered for this position. This position requires 100% onsite work at 3181 Harbor Blvd, Costa Mesa, CA 92626. Must be 18 years of age or older, authorized to work in the U.S., and have the ability to lift and carry up to 60 pounds for brief and short distances. A qualified candidate will have the ability to speak and understand English. A qualified candidate will have a minimum of 3 years of experience in the restaurant industry, and a minimum of 1 year of proven management experience. See a full list of requirements, qualifications & skills below.

As an Operations Manager, you will join the leadership team that upholds, develops, and implements the winning strategies behind the Chick-fil-A brand. Our leadership team works together to lead and develop teams and other leaders that serve thousands of guests every day with excellence and care. This is a full-time, hourly, non-exempt position. It requires full engagement and effort over a specific area of the business. It reports to and supports the Director of Operations, their goals, and direction for the team. You will lead a thriving culture of Team Members and Shift Leaders, systems, and processes. Leadership experience and competency in these areas are required at a high level of excellence.

As an Operations Manager you will be responsible for:

• Operations excellence and performance
• Engaging our team to uphold our Chick-fil-A standards of excellence
• Stewarding the training, development, and care of team members and shift leaders
• Personal growth and development - a good leader is a good learner
• Developing and leading training programs
• Business analysis and success
• Team communication and engagement
• Collaboration with other leaders on projects
• Assessing and reviewing employee performance and development
• Obtaining and achieving team engagement behind all company goals
• Providing remarkable experiences for our guests that are fast, accurate, and safe

Qualifications and skills:

• A qualified candidate must be 18 years of age or older and authorized to work in the U.S.
• A qualified candidate must have the ability to lift and carry up to 50 pounds for brief and short distances.
• A qualified candidate will have the ability to speak and understand English.
• We also look for candidates who know other languages such as Spanish or American Sign Language and many others.
• Previous leadership experience is required, preferably from a high speed, quick service restaurant environment (3 or more years is highly recommended)
• Prior business successes and knowledge of your industry business acumen should be demonstrated in your cover letter and throughout the interview process. (Make sure to include a cover letter along with your resume when submitting your application)
• Open availability between Monday-Saturday and the ability to work at least 38 hours per week is expected for applicants wishing to be considered.
• All leadership positions are expected to maintain open availability between Thursday-Saturday.
• You will receive additional on the job training and development throughout your career with Chick-fil-A Harbor Blvd.

Operations Manager positions will be expected to regularly work six or eight hour shifts, at various times within the various day parts of: morning (5:30am-2pm), afternoon (11am-7:30pm), or evening (3:30pm-12am), depending on the needs of the business and store performance goals.

A prime candidate will have availability during all of these day part times on a regular daily basis. A prime candidate will also have complete open weekend availability on Friday and Saturday.

As an Operations Manager you will need to focus on the following areas in your daily performance:

1. Culture

• Carry the Culture: As a key leader, you are responsible for the culture. Our culture is our stated Purpose, Vision, Mission, and Core Values. Your job is to lead in a way that represents this culture, and aligns your team to it. You are the thermostat, not the thermometer. You set the temperature. Areas of focus should be our Mission: Excellence everyday and Care for everyone, and our Core Values: Excellence, Stewardship, Hardworking, Joy, and Selflessness.
• CFA Standards: You will work with the Operations Director & Shift Leaders to ensure all team members are held to the Chick-fil-A Harbor Blvd standards as stated in the employee handbook, our training material, and other policies and procedures within the business. You must personally represent these standards and hold others accountable to them at all times. Excellence is the goal!
• Unity: You will collaborate with the Operations Director, other Managers, and Shift Leaders to create a cohesive and positive experience for the team. All leaders need to speak with one unified voice. You are expected to be a leader with positive, encouraging communication within the leadership team. You must quickly address any negative communication by directing it towards a resolution with the people involved. You are not an individual leader. You are part of a unified leadership team that showcases the culture of Harbor Blvd.

2. Growth

• You are expected to continually grow yourself and your team at the same time. Both are required as a key leader and vital to the health of the business.
• Grow Self: There are many ways to do this (books, podcasts, training, mentors, webinars, etc). Partner with your Director to help guide you in the right areas. As a leader you are directly stewarding the lives of many people. That is a great responsibility. Take it seriously. You should be intentional and consistent with your growth. Your team needs you to be a great leader and being a great leader takes a lot of work.
• Grow a Team: It is your responsibility to create opportunities for others to grow in their own leadership and skills. Coaching, feedback, teaching, and accountability are done throughout the day with the purpose of growing Team Members into the best they can be. That is excellence! This should be done because you care about them personally and want them to be their best everyday.
• Performance Reviews: You will work with the Operations Director to give performance reviews to Shift Leaders. This is a key development tool for you to use 2 times a year, to set specific goals and give beneficial feedback. This tool should be taken seriously and given priority in your efforts.

3. Operational Excellence

• Fast service: You are responsible for the timeliness and efficiency of the drive thru. We strive to serve guests in 3 minutes or less. You are also responsible for quick and rememberable experiences. There are a lot of things that need to happen in concert to achieve this goal. It is your job to lead your team to make this a reality in all day parts.
• Cleanliness: We steward our restaurant and equipment. Its your job to keep these things clean and in proper working order at all times. The drive thru is the first area our guests see and it will speak about the rest of restaurant and its leadership. Keep it clean!
• Order Accuracy: You are responsible for ensuring all orders being taken are 100% accurate.
• Training: You will coordinate with the Operations Team and Training Team to execute all training in the your area of the business. It is vital that we equip our team for success. Training happens officially through many tests and processes, but it should also happen throughout the day as part of a culture that strives for excellence. You set that culture. Train your team continually!

4. Metrics

• Drive Thru Comparison: Top 5 in Orange County
• Sales: > 20% compared to LY
• Labor Costs: > $87 Productivity
• Food Safety: < 2 on the audit
• Safety: QIV from Deloitte: > 95%
• CEM's: You need to know CEM scores and trends and how to improve them.
• Overall Satisfaction: >76%
• Fast service: >73%
• Attentive and Courteous: >79%
• Order Accuracy: >96%
• Cleanliness Combined