Head of Operations & Business Management

Status: Full-Time | Non-Exempt

At Chick-fil-A, our purpose is to glorify God by being a faithful steward of all that is entrusted to us and to have a positive influence on all who come in contact with Chick-fil-A.

The Director of Operations serves as a key executive leader responsible for transforming vision into execution. This leader creates systems that allow the restaurant to thrive while developing leaders, serving guests with excellence, and protecting the culture that makes Chick-fil-A unique.

This position leads through influence—not simply authority—and is responsible for building a healthy, high-performing organization that consistently delivers remarkable experiences for guests and team members alike.

The Director of Operations provides strategic leadership for the restaurant's daily operations and long-term growth. This individual partners closely with the Operator to execute the restaurant’s vision by leading directors, developing future leaders, improving operational systems, and driving financial performance.

Champion and execute the Operator’s vision throughout every area of the business.

Lead strategic planning and execution of annual and quarterly business objectives.

Foster a culture of ownership, accountability, servant leadership, and continuous improvement.

The Director of Operations is first and foremost a developer of people.

Conduct annual performance reviews.

Hold leaders accountable to measurable expectations while encouraging personal growth.

Ensure operational consistency in Front of House and Back of House.

Maintain exceptional food safety and quality standards.

Analyze operational performance and implement improvements.

Ensure readiness for food safety audits, QIVs, SAFE inspections, and operational evaluations.

Financial Stewardship
Operate the business with an ownership mindset.

Manage labor, productivity, food cost, and controllable expenses.

Analyze financial reports and identify operational opportunities.

Oversee expense management.

Partner with leaders to improve financial performance while preserving exceptional guest experiences.

Lead improvements in Customer Experience Monitor (CEM) performance.

Ensure effective onboarding and training.

Facilities & Systems

Protect restaurant assets.

Coordinate equipment repairs and facility improvements.

The Director of Operations consistently demonstrates:

Emotional Intelligence

Key Performance Indicators
Success in this role is measured by performance in the following areas:

Financial

Food Cost

Expense Management

Operations

Food Safety

QIV Performance

Facilities Standards

Customer Experience Monitor (CEM)

CARES Performance

Succession Planning

Bachelor’s degree in Business, Hospitality, Management, or a related field preferred.

4 or more years of progressive leadership experience in operations or restaurant management

Strong financial acumen and operational management experience.

Experience with financial management for a business, including budgeting, cost control, and profitability analysis

Experience overseeing operational systems to ensure food safety, quality standards, and efficient service

Ability to reside within, or be willing to relocate to, a 30-minute driving radius of the restaurant.

Ability to respond to operational needs, provide leadership support during peak business periods, and be available for urgent situations when necessary.

Ability to pass and maintain the ServSafe Food Manager certification

Exceptional communication, coaching, and organizational skills.

Ability to work full-time in a fast-paced restaurant environment, including standing/walking for extended periods and occasionally lifting up to 40 pounds

Availability to work Monday through Saturday, including mornings, evenings, some Sundays, and holidays as business needs require.

A successful Director of Operations builds leaders who build leaders. They steward the business with excellence, lead with humility, and continually pursue operational and personal growth while advancing the Chick-fil-A purpose.

Every Director of Operations is expected to:

Serve before self.

Make data-informed decisions.

Intentional growth and development to help you reach your professional goals

Scholarship opportunities

Education Assistance Program

Employee Assistance Program

Growth Opportunities

Most Chick-fil-A® restaurants are operated by independent franchised business owners who make all their own employment decisions and are responsible for their own content and policies.

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.

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