Operations Associate

Ops Associate

Reports To: Regional Manager, Sr. Regional Manager

Job Type: Full Time Employee

Department: East Operations

Location: Fort Lee, NJ

Summary The Ops Associate represents the TOUS les JOURS brand to both franchisees and customers. This role serves as the primary point of contact between franchisees and the company, building and maintaining strong relationships. In particular, through training and setup support for new stores, this role helps franchisees open successfully and stabilize quickly. The NSO Coordinator also identifies strategic stores and enhances operational capabilities through remediation activities.

Job Duties

1. New Store Opening (NSO) Support

• Support all operational tasks required for opening a new store.

• Under the supervision of the Senior Franchise Business Consultant, understand and assist with all processes involved in new store openings.

• Communicate with franchisees in advance according to the NSO process and follow up based on the established timeline.

• After a store opens, monitor performance to ensure stable operations and, if necessary, communicate directly with franchisees under the Senior Franchise Business Consultant's guidance.

• Develop and continuously update NSO processes to optimize new store openings.

2. Operational Support for Existing Stores

• Support overall operational needs by conducting accompanied store visits with the Senior Franchise Business Consultant.

• Inspect name tag compliance, promotional material placement, product quality, displays, packaging, and menu board conditions, and conduct on-site training if improvement is needed.

• Support various collection and administrative procedures for existing stores.

• In collaboration with the Regional Manager, identify stores that require operational improvement and provide solutions through sales analysis and store environment reviews. During this process, seek guidance from the Senior Franchise Business Consultant (Sr.FBC) as needed.

3. Risk Management

• Provide guidance on completing QSC reports to help franchisees assess and improve store conditions.

• When customer complaints or issues arise, train franchisees on appropriate response methods and handle escalations. Guidance from the Senior Franchise Business Consultant (Sr.FBC) or Regional Manager may be provided when necessary.

4. Communication

• Serve as the communication channel between franchise locations and the company, delivering consistent and comprehensive information regarding marketing, new products, and company policies.

• Communicate actively with internal departments (Marketing, SCM, Interior Design, Store Development, etc.) to understand internal processes and effectively relay information to franchisees.

Qualifications

• Education: High School Diploma or GED required. An associate's Degree or relevant training in Hospitality or Business is preferred.

• Experience: Prior experience (1+ years) in the food service, quick service restaurant (QSR), or multi-unit retail industry is highly preferred. Relevant leadership experience, such as a shift leader or supervisory role, is a plus.

• Skills: Proficiency in basic computer skills (MS Office, Email). Strong verbal and written communication and interpersonal skills. Proven ability to learn new operational standards quickly and train others effectively.

• Other: Valid driver's license and reliable transportation required. Willingness to travel regionally for New Store Openings (NSOs) and store visits (Up to 75% travel).