Head of Operations & Business Management

Director Of Operations (Account Excellence Focus)
Reports to: Key Account Manager
You are food-obsessed and operationally driven. You thrive at the intersection of culinary excellence, operational precision, and data-driven decision-making. Leveraging Power BI, dashboards, and analytics to drive smarter business decisions
Walking the floor and coaching teams in real time
Engaging with clients and building trusted partnerships
You lead with ownership, think strategically, act decisively, and build strong partnerships that drive meaningful results—especially in times of transformation.
The Director of Operations serves as a strategic partner to both the ISS/Guckenheimer executive leadership team and the client, ensuring all programs align with business objectives, operational priorities, and contractual commitments.
As a visible and engaged leader, the Director of Operations serves as a strategic partner to the Key Account Manager, ensuring alignment between operational execution, client expectations, and business objectives. This role plays a critical part in translating strategy into consistent, high-quality execution across the campus.
The Director of Operations supports the General Manager, Campus Executive Chef, and operations teams by providing clear direction, reinforcing standards, and ensuring accountability at all levels of the organization. The Director plays a critical role in advancing account excellence, driving consistency, standardization, and innovation across the operation, while leveraging Power BI insights and data analytics to inform decision-making and optimize performance.
Success in this role requires strong business acumen, operational rigor, and a deep understanding of the corporate dining and food & beverage environment, combined with the ability to translate data into action.
Operational excellence across the campus with consistent quality and execution
Strong financial performance through disciplined cost management and forecasting
Development of strong culinary and operations leaders
Flawless execution of contractual commitments, safety, and compliance standards
Effective use of Power BI and analytics to drive performance, identify trends, and inform decision-making
Proactive identification of risks and opportunities through data insights, resulting in measurable operational improvements
Operational discipline and data-driven insight are what make exceptional guest experiences possible.
Data, Analytics & Business Intelligence (Power BI)

Leverage Power BI and other reporting tools to monitor performance, identify trends, and uncover risks and opportunities
Translate complex data into clear, actionable insights for operational and client leadership
Support leadership in making data-based decisions that improve performance, guest experience, and financial outcomes
Ensure data integrity, consistency, and visibility across all reporting platforms
Drive a culture where decisions are grounded in data, not assumptions
Support operations with a hospitality-first mindset, ensuring every restaurant and service point delivers a consistent and elevated guest experience
Partner closely with the Key Account Manager, executive leadership team, and client stakeholders to align operational strategy with business objectives
Maintain a visible on-site presence, coaching leaders and reinforcing accountability
Use data and reporting insights to guide operational priorities and improve execution
Financial & Performance Management

Oversee financial performance including margin management, cost controls, and forecasting accuracy
Drive accountability for KPIs and performance metrics across the campus
Utilize Power BI and financial reporting tools to track performance, identify gaps, and drive corrective actions
Account Excellence & Continuous Improvement

Drive standardization, optimization, and deployment of best practices across the account
Ensure delivery on all contract commitments and service level agreements
Use data insights to prioritize and validate improvement initiatives
Build and develop high-performing teams across operations and culinary
Foster a culture of accountability, collaboration, and continuous improvement
Coach leaders to balance hospitality excellence with operational discipline and data-driven performance management
Food & Workplace Safety
Embed food safety and workplace safety into daily operations
Ensure kitchens and service areas are organized, clean, and inspection-ready
Enforce all regulatory, HACCP, and NSF standards
Oversee allergen control, labeling, and compliance with precision
Data-Driven Decision Making: Leverages Power BI, analytics, and insights to guide strategy and performance
Adaptability & Change Leadership: Thrives in transformation environments and leads through change
HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.
ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.
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