About this opportunity
Chick-fil-A, Inc. lists this Senior Operations Manager opportunity in northern, Kentucky. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Top 4 Role Priorities
Coach, support, and train other operation managers
Be a beacon of encouragement and positivity for the team
Take ownership of business results (successes & failures)
Track and improve metrics of W.H.E.D Strategy
Core Values:
Honesty & Integrity
Commitment
Pursuit of Excellence
Vision
A Sr. Ops Mgr. supports the Director of Operations in owning the numbers and results of
multiple day parts. The purpose of the Sr. Ops Mgr. role is to constantly measure and
improve those things that immediately affect the guest’s experience. The growth
aspirations of someone in this role should be to reach director-level status in the future of the
organization.
People
Assist in the hiring process of new Team Members
Assisted in coaching, training, and supporting other operations. Managers
Set team goals that are in alignment with Dir. Of Ops vision and overall organizational goals
Share scores visually and celebrate the wins with the team
Identify potential leaders and help them develop and grow both Operationally and
Relationally
Communicate effectively, share ideas, & take a positive approach to all situations
Create a LEAN culture and mindset and encourage 2-second improvements to be shared
Daily
Hold team members accountable to all policy standards, for example, timeliness, grooming, cell phones, uniforms, etc.
Train and develop Team Members in all areas and systems, work with Dir. Of Training
Development for areas of focus
Provide both formal and informal feedback to the team on an ongoing basis
Assist the training department with setting up 30-day feedback sessions with New Hires
Ensure Disciplinary action is given fairly and consistently
Quality & Customer Experience
Ensure we are executing proper procedures in order taking, hospitality behaviors, speed, and accuracy, and provide ongoing feedback to TM and the training team.
Protect the customer experience by ensuring packaging, food presentation, and quality that meet or exceed Chick-fil-A standards.
Ensure your day parts consistently and systematically meet cleanliness standards (Front Counter, Dining Room, Rest Rooms, lot, BOH, etc.)
Execute Lean Chicken Entrée at all times
Use RQA, ROE, and CEM findings to ensure consistency and quality of products and behaviors. Address areas of improvement immediately. Work with the training team to address problems and create an action list.
Maintain a Culture of Food Safety
Maintain a clean and organized environment
Ensure FOH and BOH Inventory is organized properly
Partner with the training team to execute training and roll-out of new products
Assess current systems and implement ideas for improvement
Sales & Brand Growth
Ensure speed and quality of food to retain customers
Work with the marketing team on the execution of catering orders and systems
Assist with outside events as needed
Coordinate with the marketing team about suggested selling behaviors with the FOH team members, including upselling to large, new menu items, etc.
Financial Return
Own Food Cost results for desserts, sauces, and mitigate food waste
Labor Scheduling – own labor percentage and productivity. Train Ops managers and team leaders on Labor Scheduling procedures, how to increase productivity, put “aces in their places,” appropriate times to ask for additional support, etc.
Equipment Repair & Maintenance – Utilize Facilities page on @CFA- Ensure FOH equipment maintenance is completed, become familiar with the process for damaged equipment
Execute LEAN in all areas, encouraging continuous improvement. Engage everyone at
every level.
Success Measurements (specific metrics can change as priorities and focus of business changes. It’s your responsibility to know the current goal-specific targets) How will you know this position has been successful?
Overall Goals:
CEM Overall Satisfaction
QIV 99% or higher
Mystery/Secret Shopper Score:
Food Safety Score 2 or lower.
SOS 4:30 or better
Labor Productivity Rate $100+
Customer Comments- positive and negative
Improvement in scores
Quality Improvement Visit (QIV)
Guest and FOH Environment
Front of House, Front of Outside store, and Dining Room areas must be clean at all times (fresh sanitizer
water, clean floors, and handwashing sinks)
Daily S.A.F.E Assessment
Ensure that S.A.F.E assessments are completed daily
follow up with team members and corrective actions
communicate with the training coordinator and team leaders regarding retraining team members
Food Cost/Inventory Management
Positive Food Cost Gap
Work with team members and managers to follow all policies and recipes.
Accurate tracking of waste
EVERYTHING is rung up on the POS system (waste, re-makes, etc...)
Portion Control (Prep, Waffle fries, desserts)
Labor Cost Management
Daily Labor Percentage & Productivity Rate Range
Shift management, Task completion, daily operations completed
Evaluations from Directors and Operator
Accountability among managers and leadership team (peer-to-peer feedback)
Team member feedback
Completion of action items following a leadership meeting
Training and Education
EDUCATION
High School Diploma or equivalent, Bachelor’s Degree plus
WORK SCHEDULE AND SECONDARY RESPONSIBILITIES
Hours are not guaranteed but are predictably assigned in accordance with the NYC Fair Work Week Law. Hours
are subject to change based on business needs and are assigned based on an individual’s availability, work
performance, and dependability.
Must maintain an average work week with a minimum of 38 hours a week but not more than 45 Hours
(Exempt/Salary Position)
It is the employee’s responsibility to monitor weekly hours. Any unapproved overtime is subject to disciplinary
actions and/or termination
Must be available to work on Saturdays
When multiple leaders are scheduled for a shift, the manager may have to assume the responsibilities of a regular
team member.
WORK ENVIRONMENT
The hours of work can be long and the work physically demanding, so employees may find the job tiring. The restaurant
environment is likely to be noisy and busy, which can all be stressful. Managers are also on their feet for most of the
shift, so comfortable shoes must be worn, and the job is unsuitable for anyone with back problems. Stamina and
physical strength are also important; employees are expected to lift and carry heavy items regularly (at
least 25 lbs). Senior Operations Manager may be expected to start work very early or work at night. Team morale and
positivity are very important and a part of the Chick-fil-A culture.
Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people-focused environment. 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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Who can apply
Review the original listing for work authorization, qualifications and employer requirements.