Manager, Field Operations

*** THIS ROLE WILL SUPPORT THE TENNESSEE/ KENTUCKY/INDIANA REGIONS ***

The Field Operations Manager is a field-based people leader responsible for the performance, development, and consistent execution of an assigned team of Operations Consultants. The Manager translates Field Operations priorities into clear expectations, coaches Consultants to improve restaurant performance and protect brand integrity, and ensures disciplined execution across assigned restaurant portfolios. Through regular field observation, performance analysis, and partnership with franchisees, above-store leaders, and Support Center teams, this role strengthens Consultant capability, drives accountability, and advances sustainable business results.

As we continue to grow, our strategies have set us up for success to be the top offering in Chicken Fingerz, Boneless Wings, and Zalads. We’d love to have you as part of our team!

Benefits Include

• Medical, Dental, and Vision Insurance
• Company-Paid Disability, Critical Illness, and Basic Life Insurance
• 401K with Company Match
• 50% Off Meal Discount at Company-Owned Locations
• Child Care Assistance
• Education Assistance Program
• PTO and 9 Company Holidays + 2 Floating Holidays

Essential Job Functions

Essential duties may include but are not limited to the following:

• Lead, coach, and develop assigned Operations Consultants through regular one-on-ones, field observations, feedback, and development planning; establish clear expectations and reinforce accountability for results
• Spend significant time in the field alongside Operations Consultants to evaluate consulting effectiveness, operational knowledge, interpersonal skills, and execution of brand standards; provide timely coaching and follow-up
• Ensure Consultants execute core field responsibilities consistently, including shoulder-to-shoulder hub trainings, quarterly restaurant visit cadence, increased support for underperforming locations, and company-wide initiatives
• Review regional and restaurant performance data, scorecards, inspection results, and root-cause analysis to identify trends, prioritize support, and direct Consultant activity toward the highest-impact opportunities
• Hold Consultants accountable for protecting brand integrity, including timely follow-up on Steritech, RER, food safety inspection failures, and other critical operational issues; elevate and act when circumstances require
• Coach Consultants to prepare effectively for store visits and meetings, use the appropriate consulting approach for each situation, and translate observations and performance data into clear, actionable recommendations
• Review the quality and timeliness of Consultant documentation, including SMART goals, visit recaps, action plans, project submissions, and structured follow-up; ensure required materials are maintained in the ZDrive or current records system
• Guide Consultants in maintaining accurate rolling 30-day calendars and balanced schedules that support field visits, trainings, administrative responsibilities, meetings, and follow-up commitments
• Review bi-weekly regional scorecard communications and other performance reporting for accuracy, insight, and clear written analysis; use reporting to reinforce ownership of business results
• Develop Consultant capability in P&L literacy, business acumen, operational systems, and the use of key guest service and business metrics to influence restaurant performance
• Build a strong, unified Field Operations team culture grounded in trust, mutual accountability, collaboration, brand values, and a bias toward action
• Partner with franchisees and above-store leaders as appropriate to strengthen relationships, address complex performance issues, reinforce expectations, and support sustained operational improvement
• Coordinate cross-functional support from Design & Construction, Training, Ops Services, Menu Innovation, Marketing, IT, and other Support Center teams when needed to improve restaurant and franchisee results
• Maintain open communication with the Director, Field Operations and other Operations leaders regarding team performance, market trends, emerging risks, resource needs, and opportunities for recognition and development
• Ensure Consultants remain current on operational system changes, programs, tools, and procedures and are prepared to train, communicate, and reinforce updates with franchisees and restaurant leaders
• Promote consistent execution of Field Operations standards across markets by sharing best practices, collaborating with peer Field Operations Managers, and supporting continuous improvement across the department
• Demonstrate Zaxby's brand values and culture through personal leadership, sound judgment, professional representation, and consistent support of team members, franchisees, and cross-functional partners

KEY COMPETENCIES

• People leadership: demonstrated ability to coach, mentor, develop, and hold field-based team members accountable for performance and professional growth
• Business acumen: strong understanding of restaurant operations, brand standards, performance metrics, and restaurant-level P&L drivers; ability to connect data to operational action
• Performance management: ability to identify trends, diagnose root causes, set priorities, establish clear expectations, and follow through to measurable results
• Consulting and influence: strong negotiation, persuasion, facilitation, and relationship-management skills; ability to adapt among directive, supportive, coaching, and collaborative approaches
• Communication: strong written and verbal communication, public speaking, and presentation skills; ability to deliver clear, compelling messages to team members, franchisees, and above-store leaders
• Problem solving and decision quality: ability to assess the big picture, manage conflict, make sound decisions, and act with appropriate urgency in critical situations
• Collaboration: ability to build trust and productive partnerships across Field Operations, franchise organizations, and Support Center departments
• Execution and accountability: organized, dependable, flexible, and results-oriented with strong follow-through on commitments, deadlines, documentation, and field priorities
• Continuous improvement: resourceful and proactive in identifying opportunities to improve team effectiveness, restaurant performance, and Field Operations processes
• Proficiency in Microsoft Word and Microsoft Excel and ability to effectively use current reporting, calendar, and records-management systems
• Working knowledge of applicable state and federal workplace health and safety regulations
• Must attain and maintain ServSafe certification

Education And Experience Guidelines

• Education: Bachelor’s degree in Business/Management or related field; OR equivalent combination of education and experience
• Experience: 5+ years of related experience and/or training in restaurant operations, finance, business, training and/or leadership; previous experience in business consultant role, in multi-restaurant setting, and/or above-store management with a demonstrated track record of sustained above-store performance

Pay Range

$84,000 - $100,000

Zaxby’s Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state, or local law.