Senior Operations and Relationship Lead

Overview

The 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.

Responsibilities

Consult 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 Experience

10
Travel Requirements

40%
Required Level of Education

Bachelor's degree or equivalent experience
Preferred Level of Education

Bachelor's Degree