Sr. Principal Lead, Operations

OverviewThe Business & Relationship Lead (BRL) is responsible for providing operations expertise, customized consulting, and market leadership for Franchise Operators in Canada. The BRL is a brand representative and business partner, responsible for supporting Canada Operators by helping them maximize opportunities individually and collectively. The BRL is responsible for working with internal and external partners to support market expansion and to identify and respond to the unique needs of Canada Operators. In addition, the BRL is responsible for temporarily overseeing Company-operated Restaurants (CORs), Operator transitions, and coaching participants in the Canada Leadership Development Program (LDP). More specifically, the role of the BRL is to:
Consult to Franchise Operators as a business partner and trusted advisor
Lead and oversee successful openings of new locations in Canada
Provide market leadership and be a liaison between Operators and the Support Center
Serve as a brand and Support Centre representative in the market and with Operators
Coach and oversee participants in the Canada Leadership Development Program
Provide operations expertise
Conduct Operator transitions and temporarily oversee Company-operated Restaurants
Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
ResponsibilitiesConsult to Franchise Operators as a business partner and trusted advisor
Provide customized consulting and support to Canada Operators:
To help them foster growth across each of the critical success factors
To help them develop business and leadership plans and strategies
To help them achieve their goals
To help them maximize their potential and business opportunity
To help them protect the brand
Provide deep expertise in the areas of operations, food quality, and food safety
Be equipped to advise Operators in the areas of throughput, sales, and profits
Engage with specialty consultants when appropriate
Hold Operators accountable to the Franchise Agreement and brand standards as needed
Lead and oversee the openings of new locations in Canada
Develop operations and staffing plans and strategies for new Restaurant openings
Work with internal and external partners on opening plans and strategies
Partner with Grand Opening Supervisors to develop training plans and strategies
Partner with Operators to help them achieve their vision and goals for the opening
Lead openings that deliver operational excellence and ensure food safety
Establish and manage annual budgets for openings
Provide market leadership and be a liaison between Operators and the Support Centre
Represent the needs and plans of the Support Centre to Canada Operators
Canada Team meeting participation and field operations representation
Support Canada Operator team/market plans to help them reach market goals
Represent the needs and perspectives of Canada Operators at the Support Centre
Influence internally to support the needs of Canada Operators and the market
Work with internal partners to improve business processes for Canada
Provide operations expertise
Be a field operations expert for Canada
Partner with staff at the Support Centre to deliver operations support for Canada
Develop deep expertise in food quality and food safety systems and processes
Work with the Canada Division Leader to develop operations plans and budgets
Oversee CORs, Operator transitions, and Participants in the Canada LDP
Oversee the management of COR locations by Canada Interim Managers
Make critical decisions for CORs, including legal, HR, and employment decisions
Ensure brand standards are upheld at CORs, including food quality and food safety
Ensure a customer experience at COR locations consistent with brand expectations
Work with internal partners to develop plans and timelines for Operator transitions
Execute successful business transitions to and from Franchise Operators
Provide supervision, leadership, and coaching to Participants in the Canada LDP
Required Qualifications (Knowledge, Skills, & Abilities)
Strong business acumen
Ability to consume all Chick-fil-A menu items
Excellent communication and relationship-building skills
Listening skills and emotional intelligence
Ability to analyze data, draw out insights, and create action plans
Ability to develop plans and strategies
Strong organization and time management skills
Collaborative work style
Ability to facilitate cross-functional teams of internal and external partners to make decisions
A high level of flexibility and comfortability with ambiguity
Creative problem-solving skills
Resourcefulness
Ability to work well in high-pressure situations with a high level of responsibility
Required Years of Experience10
Travel Requirements40%
Required Level of EducationBachelor's degree or equivalent experience
Preferred Level of EducationBachelor's Degree
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