Job Description

QSR Operations Process Manager

We've got the boldest burgers on the block. From the first day we fired up our grills, we've had one thing on our minds: big, bold flavor. We're on a mission to bring fearlessly original flavor and crave-worthy experiences to every bite and guest interaction. Our burgers are stacked with bold flavor, our fries are best in the business, and we're doing it all at a price that's hard to beat. Our food and price aren't the only things we do boldly, though. We develop and train all our employees, from Team Members to Franchisees, to give them opportunities to move up in our company and build a rewarding career. We believe in a work culture as fun as our food is delicious.

The Operations Process Manager owns the development, governance, and continuous improvement of operational systems, standards, and procedures that drive restaurant performance, guest satisfaction, and brand consistency. This role evaluates field execution against established standards, partners with Food Safety & Quality Assurance (FSQA), and provides strategic insights to improve operational effectiveness across the system.

This role is based in Tampa, FL and offers a hybrid work environment: In-Office at least 3 days/week, working out of our Restaurant Support Center (RSC).

Operational Standards Ownership

• Own the development, maintenance, and continuous improvement of operational systems, standards, and procedures.
• Review, design, and standardize restaurant opening and closing procedures to ensure safety, consistency, and operational readiness.
• Review all operational checklists and develop new standards, tools, and accountability measures to support consistent execution.
• Establish best practices and operational benchmarks aligned with brand goals and performance expectations.

Field Evaluation & Performance Insights

• Conduct restaurant visits to observe operations and evaluate execution against established operational standards.
• Collect and analyze feedback from restaurants related to marketing events, tests, and operational projects.
• Translate field observations and performance trends into actionable insights and recommendations to improve future initiatives.
• Present identified systemic gaps, performance risks, and recommended corrective actions to the Director of Operations Services for review, prioritization, and alignment with field leadership.

Food Safety, Quality & Compliance

• Collaborate closely with the Food Safety and Quality Assurance (FSQA) team on food safety, sanitation, and quality initiatives.
• Ensure operational procedures align with brand standards and regulatory requirements.
• Support food safety audits, corrective action plans, and compliance initiatives.
• Reinforce a culture of food safety, cleanliness, and quality through clear standards and processes.

Cross-Functional Partnership

• Partner with Marketing, Culinary, Training, Supply Chain, Technology, and Operations Services teams to ensure operational standards support new programs and initiatives.
• Provide operational guidance during the development and testing of new processes, menu items, or systems.
• Serve as a strategic liaison between corporate teams and field operations to ensure standards are practical and executable.

Training, Communication & Continuous Improvement

• Support the development and refinement of training materials related to operational standards and procedures.
• Communicate changes to operational standards clearly and effectively to field leadership.
• Define success metrics and monitor compliance with operational standards across the system.
• Drive continuous improvement by identifying trends, risks, and opportunities through field data and performance results.

Education:

• Bachelor's degree in Hospitality Management, Operations, Business, or a related field preferred.

Experience and skills:

• 36 years of experience in restaurant operations, field operations, or operational standards development.
• Strong knowledge of restaurant operations, food safety, sanitation, and quality assurance.
• Proven experience developing, implementing, and governing operational standards.
• Strong analytical, communication, and stakeholder management skills.
• Proficiency in business reporting and operational systems.

Essential Physical Requirements:

• Ability to work in a normal restaurant environment where the noise level is usually moderate, and occasionally be exposed to outside weather conditions.
• Ability to travel 25% of the time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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