Director of Operations

At Chick-fil-A, leadership is more than a title—it’s an opportunity to influence, serve, and create meaningful impact every day. As a leader, you’ll work directly with an independent Owner/Operator, gaining hands-on experience that develops your ability to guide teams, drive excellence, and cultivate a culture rooted in service. Our leaders are the heartbeat of the restaurant, setting the standard for hospitality, operational excellence, and guest experience. Through intentional development, accountability, and a commitment to serving others, you’ll inspire your team to deliver signature Chick-fil-A service and food while building skills that extend far beyond the restaurant.

The Director of Operations is a strategic leadership role responsible for designing, implementing, and overseeing teams to demonstrate the company’s vision and mission across the organization. This role serves as a senior operational leader responsible for the overall execution, performance, and strategic direction of operations at Chick-fil-A RedBird. This leadership role will:

Operational Leadership & Execution

• Specialize in one or multiple areas of the business depending on experience, performance, and growth. Those areas may include (but are not limited to) Front-of-House, Back-of-House, Guest Experience/Hospitality, Drive-Thru, Catering, Marketing, Sales and Brand Growth, or Training and Development.
• Establish systems that create consistency, improve efficiency, strengthen accountability, and enhance the overall guest and team member experience. Rather than simply reacting to operational issues, this leader proactively identifies opportunities, removes barriers, and develops sustainable processes that allow operational expectations to perform at the highest level.
• Continuously evaluate every operational decision through the lens of stewardship, effective management, guest experience, leadership development, and financial performance.
• Proactively identify congestion points, inefficient workflows, and service interruptions before they negatively impact the guest experience.
• Create and execute operational strategies that improve speed, accuracy, hospitality, and efficiency.
• Monitor throughput, deployment, labor, cleanliness, and guest experience in real time.
• Create alignment between departments while ensuring that every operational decision supports the restaurant's mission, vision, financial goals, and leadership culture.
• Partner closely with the Executive Director of Operations and other members of the leadership team to ensure the restaurant operates as one unified organization.

Team Management & Development

• Ensure that every team member and guest receives exceptional experiences through operational excellence, genuine hospitality, consistent leadership, and well-developed systems.
• Conduct daily operational walkthroughs to evaluate execution, identify opportunities, and coach leaders immediately.
• Build sustainable systems, develop future leaders, improve operational efficiency, maximize profitability, and create an environment where team members and guests consistently experience excellence.
• Spend significant time on the floor observing operations, coaching leaders, mentoring future directors, identifying operational opportunities, and ensuring Chick-fil-A standards are consistently executed.
• Recruit and identify exceptional talent with high leadership potential, then invest in their growth through individualized development plans, consistent coaching, weekly one-on-one meetings, and honest performance feedback. 
• Build a strong leadership pipeline through accountability, succession planning, cross-training, Director development, leadership certification, and recognition of leadership excellence.

Asset Management & Facility Stewardship

• Be responsible for the care, maintenance, cleanliness, functionality, and longevity of all assets, furnishings, equipment, and guest-facing environments. This includes ensuring all dining areas, guest restrooms, technology, service equipment, décor, and indoor and outdoor seating areas are maintained to company standards.
• Establish preventative maintenance systems, conduct routine inspections, document deficiencies, submit maintenance requests promptly, and ensure guest-facing areas consistently reflect the Chick-fil-A standard of excellence.

Financial Stewardship

• Protect the restaurant’s financial health by managing labor, monitoring productivity, reducing overtime, controlling expenses, and minimizing operational waste.
• Improve Sales Per Labor Hour (SPLH), optimize team deployment and labor utilization, protect restaurant assets, and support profitable sales growth while maintaining an exceptional guest experience.

Food Safety & Brand Protection

• Partner with Directors and executive leadership to uphold Chick-fil-A brand standards and ensure compliance with EcoSure, Health Department regulations, Chick-fil-A Pathway standards, sanitation requirements, and chemical and safety protocols.
• Maintain high standards of cleanliness and safety through daily inspections, routine operational audits, consistent coaching, and accountability across all areas.

Other Administrative Duties

• Administrative & Operational Oversight: Maintain accurate records, complete required reports, monitor operational performance, and ensure timely completion of administrative responsibilities.
• Scheduling & Labor Management: Oversee scheduling, manage labor forecasts, review time punches, monitor overtime, and ensure accurate timekeeping and payroll submissions.
• Performance Management: Document coaching conversations, conduct performance reviews, track development plans, and maintain appropriate Team Member records.
• Training & Development: Monitor training completion, provide certification records, coordinate onboarding, and ensure Team Members complete required training and compliance courses.
• Policy & Compliance: Ensure adherence to company policies, employment regulations, documentation requirements, and internal procedures.
• Inventory & Financial Reporting: Review inventory reports, monitor controllable expenses, track waste, and support budgeting and financial performance analysis.
• Communication & Reporting: Prepare leadership updates, communicate operational priorities, document action plans, and follow up on outstanding tasks and initiatives.
• Systems & Documentation: Maintain accurate digital records, update operational checklists, manage required forms, and ensure reports and documentation are organized and accessible.
• Meetings & Planning: Lead or participate in leadership meetings, establish goals, track progress, and coordinate execution of restaurant initiatives.
• Vendor & Facilities Coordination: Assist with vendor communications, service requests, maintenance documentation, equipment repairs, and follow-up on outstanding facility needs.

Core Values of a Leader

• Servant Leadership – Puts the needs of the team and guests first
• Integrity – Does the right thing, even when no one is watching
• Accountability – Takes ownership of results, decisions, and mistakes
• Humility – Leads with confidence while remaining teachable
• Excellence – Pursues high standards in every detail
• Consistency – Shows up dependable, steady, and reliable
• Empathy – Understands and cares about the experiences of others
• Respect – Values every individual and fosters dignity in the workplace
• Growth Mindset – Seeks continuous improvement personally and for the team
• Courage – Has difficult conversations and makes tough decisions when necessary
• Positivity – Sets an encouraging tone, especially under pressure
• Vision – Thinks beyond today and leads with long-term impact in mind
• Team Development – Invests intentionally in coaching and building others
• Resilience – Stays focused and solutions-oriented during challenges

Benefits

• A fun, team-oriented work environment where you can positively influence others.
• Reliable scheduling (and closed on Sundays, Thanksgiving Day, and Christmas Day).
• Learn first-hand from experienced colleagues and team members.
• Growth and development opportunities to help you reach your personal and professional goals.
• Scholarship opportunities for college students.

Qualifications

• Three (3)+ years of leadership experience with demonstrated success leading and developing high-performing teams; OR, a Bachelor’s Degree in Business Management, Hospitality, or Restaurant/Food Service Management with one (1) year of experience.
• Proven ability to build, coach, and hold accountable department leaders to achieve operational excellence.
• Demonstrates strategic thinking with the ability to align daily operations with long-term vision and growth goals.
• Experience owning and driving key performance indicators (KPIs) including sales growth, labor management, food cost, and guest satisfaction.
• Strong business acumen with the ability to analyze reports, identify trends, and implement data-driven improvements.
• Demonstrates full ownership mentality—treats the business as their own and leads with stewardship.
• Proven track record of building systems, improving processes, and increasing efficiency in a fast-paced environment.
• Ability to lead through change while maintaining morale, clarity, and high standards.
• Skilled at conflict resolution, performance management, and courageous conversations.
• Strong ability to cast vision, inspire buy-in, and cultivate a culture aligned with Chick-fil-A’s values.
• Experience developing succession plans and identifying future leaders within the organization.
• Exceptional communication skills with the ability to influence at all levels of the organization.
• Maintains composure under pressure and makes sound, timely decisions that protect both people and performance.
• Demonstrates financial stewardship and accountability for departmental budgets and profitability.
• Passionate about creating remarkable guest experiences while building a healthy, high-performance culture.

Preferred Qualifications 

• Previous Chick-fil-A, hospitality, or full-service restaurant experience.
• Additional education, certifications, or formal training in business, leadership, hospitality, or restaurant management.

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.