Manager, Operations Consulting

Company Description

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.

Job Description

JOB OVERVIEW:

With guidance and oversight from the Director of Development Operations, oversee and manage the new restaurant opening process.  To open new restaurants, provide supervision through on-site visits, and effective consulting. Utilize knowledge of restaurant operations and staff resources to provide counsel, advice, and assistance to franchisee owners/operators, to positively impact and improve their sales, profits, operating standards, and operating systems, while maintaining or exceeding customer expectations.  Facilitate the maximization of the sales and profits of these new restaurants, thereby increasing the opportunity for additional development of restaurants and the profitability of American Dairy Queen.  

Manage a team of 4-6 Operations Consultants/Specialists in the performance of the above-referenced goals and functional responsibilities. Develop staff to meet the company's current and future needs. Utilize deep knowledge of restaurant operations and staff resources to provide leadership and coaching to both assigned staff and franchisees in order to achieve short—and long-term company and Operations goals.

Primary Accountabilities

Leadership and direction pre, during, and post store openings:

• Provide leadership and direction to cross-functional teams, both pre- and post-store openings, to achieve a 1:1 sales-to-investment ratio.
• Plan, organize, direct, and control the corporately mandated franchise activities for new restaurants as assigned from the time of approval until the goals established in the transfer criteria are met and/or exceeded, and the restaurant is transferred to the Operations Division.
• Support the selection, orientation, and training of new franchisees. 
• Monitor the new franchisee training process.  Ensure brand integrity is/will be maintained and training schedules comply with franchise agreement (in conjunction with the Training department). Ensure that each location has the correct number of trained managers as per that location’s needs.
• Prepare and analyze statistical data relating to the restaurant opening for the purpose of improving restaurant sales and profitability.
• Identify opportunities in the areas of marketing, operations and training to develop and improve restaurant sales and profitability. Oversee the development and implementation of effective and dynamic business plans for each new location/franchisee group.
• With each new restaurant, ensure necessary initiatives are taken on a timely basis so that goals are accomplished in the areas of sales, product quality, food safety, quality and speed of service, employee morale, sanitation, productivity, and profitability.  Anticipate problems and develop workable solutions. 
• Develop and direct the management systems to ensure franchisee compliance with ADQ operations policies and procedures; maintain consistent performance standards among franchisees. Train and implement the utilization of operations management systems and routines to ensure franchisee compliance with ADQ’s operations policies and procedures.  Maintain consistent performance standards among franchisees.
• Utilize the new training material developed for operations in the store opening process to ensure a standardized system of operations.

Management of Operations Consultant Team:

• Continuously coach and advise assigned operations consultants in the execution of the responsibilities listed above.
• In consultation with the Director of Development Operations, hire high-performing staff with skills relevant to the business's needs. Conduct onboarding and training for new staff. Demonstrate a commitment to building a diverse team. Establish clear direction and performance expectations; monitor progress and results on an ongoing basis.
• Coach employees to develop their skills and abilities. 
• Provide regular feedback on employees’ strengths and when they are performing well. Describe specific behaviors and include suggestions for improvement to provide constructive feedback on areas to develop.  
• Initiate appropriate corrective action head-on, in a timely manner.
• Recognize contributions on an ongoing basis; celebrate employee accomplishments.
• Create focus on the right priorities, eliminate roadblocks, and provide solutions to day-to-day problems for staff.
• Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality employees.

Develop and maintain dedicated systems and routines for new store openings:

• Manage and maintain systems & processes used exclusively by the department. 
• Become competent in training and utilization of technology platforms utilized in stores.
• Become competent in the training and use of all restaurant required equipment.
• Be able to interpret and consult to restaurant equipment layout designs.
• Assist with the process of championing new ideas (product, service etc.) from the franchise community.
• Lead CORE consulting processes within the department and cross-functionally

Other duties:

• Manage operating budget for the position, meeting all needs of the position while maintaining expenses at or below budget.
• Manage scheduling and administrative duties and activities
• Other duties as assigned or needed.

The US national base salary range for this position is $102,987- $126,159. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location, and relevant education or experience.

Qualifications

Education & Qualifications:

• B.A. or B.S. Degree in Business, Restaurant Management, or a related field, or equivalent combination of education and work experience.
• 8+ years of progressively responsible related experience, with at least 3 years of experience in corporate franchise management operations (large fragmented system preferred) and the balance in franchise operations experience and/or restaurant management (with direct P&L responsibility for multi-unit geographically dispersed operations).Multi-unit leadership experience required.
• Previous cross-functional experience (e.g. marketing, training, finance) a plus.
• Experience directly managing professional-level employees preferred.
• Ability to effectively hire high-performing staff, establish clear expectations: monitor progress and results on an ongoing basis; coach employees to develop their skills; regularly provide feedback on employees' strengths and when they are performing well; provide constructive feedback on areas to develop; create focus on the right priorities; eliminate roadblocks; provide solutions to day-to-day problems for staff.
• Experience leading or participating in high-volume new restaurant openings successfully.  In-depth knowledge and understanding of the restaurant industry (QSR preferred) and restaurant operations.  Proficient knowledge of marketing, finance, and training.
• Experience working within a franchisor organization, preferably a QSR brand.
• Strong knowledge and familiarity with the Restaurant Industry and of restaurant operations
• Proficient in Microsoft Office programs, including PowerPoint, Excel, Word, and others. Strong communication skills, with the ability to effectively articulate and present ideas to various internal and external audiences.  Strong public speaking/ presentation skills to present to staff, management peers, senior company management, and franchisees individually and in groups.
• Effectively solves problems with others.  Involves others in matters that impact them.  Works towards cross-functional "win-win" solutions.  Strong ability to coordinate with other departments (Marketing, Finance, Supply Chain, Legal, Design/ Architecture/ Construction, Business Consultants/Directors of Operations, Quality, and Research and Development) to complete projects on time.
• Generates new and viable ideas.  Can facilitate effective brainstorming to create solutions and improve processes.  Advances ideas into action.  Keeps up to date on new developments and information related to Operations, as well as relevant industry practices and technical developments. 
• Strong ability to multitask and prioritize multiple projects and requests simultaneously, within an intense, deadline-driven environment.  Makes effective decisions promptly.  Effectively plans and coordinates work; anticipates and adjusts for problems; evaluates results.  Adjusts priorities as situations change.  Takes the initiative to find solutions quickly and effectively.  When making plans, take into account the realities of our franchisee system, as well as the impact on other teams cross-functionally.  Uses data and analysis to inform decision-making.

Working Conditions:

• Air and car travel for store openings last one to three weeks, up to thirty (30) weeks per year.  Such travel is essential to the position, and the frequency will be dictated by the business's needs.
• Ability to drive an automobile for store openings.  A valid driver's license and a clean driving record are required.  May require sitting in a vehicle up to 6 hours per day.
• Ability to stand on tile and concrete floors for up to 16 hours per day for limited times during a restaurant opening.
• Ability to lift up to 50 pounds.
• Ability to bend, kneel, and/or extend arms over head as needed for restaurant operations work.
• Ability to perform all tasks necessary in restaurant operations as part of the training for the opening process.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Benefits

Our benefit package supports the well-being of our employees and their families.  Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!  To learn more about our great benefit offerings, Click Here.

Work Environment

Most positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week.  Additional in office time may be required to support team/project needs.  Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.

Inclusion & Belonging

We are committed to creating a culture of inclusion and belonging for all who touch DQ. We believe in and commit to fostering a community where employees bring their authentic selves to work, and where we recruit, engage, and retain employees, franchise owners, and suppliers based on qualifications and merit. We strive to maintain an environment where everyone feels welcome.

IDQ is an Equal Opportunity Employer, and we use E-Verify to confirm the identity and employment eligibility of all new team members. You must be authorized to work in the United States without the need for employer sponsorship.