Director, Online Business Operations (remote)

Job Description Description: Job Title: Director of Operations Reports To: Senior / Vice President of Operations Operations Employment Type: Full-Time, Exempt Salary Range: $165,000-$180,000 per year + Bonus + Benefits Located in Hudson Yards, Mercado Little Spain is a vibrant culinary destination celebrating the food, drinks, culture, and hospitality of Spain. Position Summary The Director of Operations is the senior operational leader responsible for the overall performance, culture, and guest experience of Mercado Little Spain. This role provides strategic and day-to-day leadership across Mercado operations, partnering closely with General Managers, Culinary Leadership, Events, Beverage, Marketing, Finance, People & Culture, and JAG senior leadership to drive exceptional business results. The Director of Operations is accountable for achieving financial and operational goals while maintaining the highest standards of hospitality, food and beverage execution, team engagement, safety, and brand integrity. The ideal candidate is a highly experienced, people-focused hospitality leader with a proven track record managing complex, high-volume, multi-concept operations. They are equally comfortable analyzing a P&L, developing a General Manager, navigating a high-volume service, creating an annual business plan, strengthening key property partnerships, and engaging directly with guests and team members on the floor. Oversee the performance and execution of restaurants, bars, kiosks, guest-facing operations, and other Mercado experiences. Maintain a highly visible presence throughout Mercado operations, particularly during peak business periods. Lead operational planning for seasonal peaks, holidays, special events, activations, and high-volume periods. Ensure appropriate systems, processes, tools, and resources are in place to support successful operations. Financial & Business Performance Own and drive overall financial performance for Mercado Little Spain in partnership with senior leadership. Maintain a comprehensive understanding of the P&L and key financial drivers. Review weekly, monthly, quarterly, and annual financial performance and identify trends and opportunities. Partner with Finance and Operations Leadership on budgets, forecasts, and annual business planning. Partner with Culinary and Beverage Leadership to manage COGS, inventory, purchasing, waste, and product utilization. Analyze sales by concept, daypart, category, and other relevant business drivers. Develop action plans when performance falls outside established expectations. Establish clear performance expectations and hold leaders accountable for results. Build a strong leadership pipeline and succession plan for key positions. Conduct regular one-on-ones, leadership meetings, performance conversations, and development planning. Partner with People & Culture on recruitment, retention, employee relations, performance management, and organizational planning. Foster a culture of accountability, collaboration, inclusion, hospitality, and continuous improvement. Regularly engage with guests and observe the operation from the guest perspective. Food & Beverage Operations Partner closely with Culinary and Beverage Leadership to ensure operational and culinary priorities remain aligned. Maintain strong knowledge of Mercado's menus, beverage programs, concepts, and culinary experiences. Ensure consistent execution of food and beverage service standards. Support initiatives that improve food and beverage quality, profitability, and guest engagement. Champion ongoing food, beverage, service, and cultural education for the team. Oversee staffing strategies across Mercado operations based on business volume and organizational needs. Review schedules, staffing models, labor productivity, overtime, and deployment. Anticipate seasonal and business-driven staffing needs. Partner with Talent Acquisition and People & Culture on recruitment strategies for critical positions. Partner with Event Sales and Operations teams to support private dining, group business, catering, buyouts, and special events. Collaborate with Sales Leadership to identify opportunities to grow event and private dining revenue. Support VIP events, media events, partnerships, and major Mercado activations. Evaluate new business opportunities based on operational feasibility, guest impact, and financial return. Brand & Mercado Experience Serve as a steward of the Mercado Little Spain and José Andrés Group brands. Ensure the Mercado experience consistently celebrates Spanish food, beverage, culture, and hospitality. Ensure visual presentation, music, cleanliness, atmosphere, signage, and other experiential elements meet established standards. Safety, Sanitation & Compliance Maintain the highest standards of safety, sanitation, cleanliness, and regulatory compliance. Ensure compliance with NYC Department of Health requirements and applicable local, state, and federal regulations. Ensure appropriate responsible alcohol service and food safety procedures are consistently followed. Maintain operational readiness for inspections and audits. Partner with Facilities and Engineering on preventative maintenance, repairs, and capital needs. Ensure leadership teams identify and address safety or facility concerns promptly. Partner with People & Culture to ensure compliance with employment policies and applicable regulations. Strategic Planning & Continuous Improvement Use financial results, guest feedback, employee feedback, and operational data to identify opportunities. Evaluate existing processes and implement improvements that increase efficiency and consistency. Lead significant operational initiatives and change-management efforts. Develop scalable systems and best practices across Mercado operations. Cross-Functional Leadership & Property Partnership Serve as the primary operational liaison with Related, maintaining and strengthening the partnership and ensuring effective communication and collaboration on property operations, building matters, and shared initiatives. Partner closely with Culinary, Beverage, Events, Marketing, Finance, People & Culture, Facilities, and other departments. Communicate business performance, challenges, opportunities, and action plans to senior leadership. Represent Mercado Little Spain and José Andrés Group professionally with property partners, guests, vendors, and the broader community. Must have at least 5+ years of multi-unit or corporate dining management experience. Must have a firm understanding of food preparation and standards. Proven track record and success in restaurant openings and management of multiple units/stores. Excellent supervisory and management skills. Knowledge and ability to develop business plans and financial budgets. Knowledge of all facets of restaurant operation. Medical and life insurance? Paid holidays and vacation? Bonus Potential José Andrés Group restaurants span all over the globe including Miami, Las Vegas, Orlando, NYC, Chicago, Dubai, Bahamas, Los Angeles and of course Washington, DC. Since 1993, our restaurants reflect the authentic roots of each concept and showcase a passion for telling the stories of a culture through food. #J-18808-Ljbffr