Job Summary
The Director of Operations Leads a team of General Managers for corporate restaurant operations within an area consisting of 6-10 restaurants in the Indianapolis, IN area ensuring people development, product quality, customer satisfaction, image management, restaurant profitability, and assimilation into Papa John’s culture. Other responsibilities include the execution of all company policies, procedures, programs and systems. Ensures compliance with all federal, state and local laws and ethical business practices. Leads management supervision of corporate restaurant operations within a specific market ensuring people development, product quality, customer satisfaction, image management, restaurant profitability, and assimilation into Papa John’s culture. Other responsibilities include the execution of all Company policies, procedures, programs and systems. Ensures compliance with all federal, state and local laws and ethical business practices.
Duties and Responsibilities
Demonstrate exemplary managerial and operations skills including making a quality product and ensuring safe speed of service; adhering to and ensuring compliance with Papa John’s policies, practices, and procedures by effectively utilizing company resources, scheduling, deploying and managing training, providing necessary resources, and regularly visiting in their restaurants; monitoring proper delivery market sizes; remaining current on operational changes, deploying changes utilizing market resources and developing strong working relationships with corporate departments and operations team and deployment of new product training. Provide quality customer service to build and maintain a customer base; create and participate in customer-oriented programs and maintain a strong presence in the community; professionally and promptly respond to customer concerns or issues including customer complaints received through the Customer Opportunity Desk; ensure appropriate and timely resolution of customer concerns or issues. Solicit customer feedback, shares feedback with team, and use feedback to improve restaurants' operations and build brand loyalty.
Set the tone for a high performing, positive and quality focused market by recruiting, developing, rewarding and retaining the best operations leaders in the industry; maintain adequate staffing levels; communicate performance expectations and conduct performance reviews; document performance issues and take appropriate disciplinary action, up to and including termination; coach and develop team members by assessing development markets and establishing development plans and conducting succession planning.
Identify new opportunities for sales growth then create a vision for the market’s direction; implement effective targeted marketing and corporate developmental strategies and plans to meet or exceed financial and business objectives; support market and company direction; and monitor the execution of the plans and adjusts as necessary.
Oversee financial goals through effective use of discretionary budgets, investments, and expenditures; participates in marketing co-ops, makes informed decisions, and evaluates operations’ profitability and effectiveness by creating and analyzing various reports, key measures, trends, budgets, comparables, manpower assessments, and calendars to plan ongoing strategies. Perform market planning and lead real estate development efforts utilizing appropriate resources; analyze new building, relocation, and remodeling needs; work with corporate to approve sites according to market needs and site analysis; maintain a good relationship with landlords; and set and oversee budget.
Education, Experience & Certifications
High School Diploma or GED required; College degree preferred
Three to five years progressive management experience required
Three (3) years in multi-unit management preferred
Successful track record in management with Papa John’s preferred
Serv-safe/Local or State Food Service Certification preferred
Travel required
Functional Skills
Analytical Skills: effectively uses data to generate insights for operations excellence
Planning & Prioritization: highest impact, highest value
Financial & Business Acumen
Communicates Effectively and Candidly
Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions
Process Improvement: Strive to continually improve
Ability to build and leverage talent
Ability to work in a challenging, fast-paced environment and to adapt to new situations as they arise
Ability to effectively communicate, inform, and influence senior leaders
Ability to work cross-functionality on multiple initiatives with a successful record of advancing projects
Our Values
EVERYONE BELONGS – Diversity, Equity, Inclusion and Teamwork
DO THE RIGHT THING – Integrity, Character and Community
PEOPLE FIRST – Customer and Team member Focus
INNOVATE TO WIN – Think Differently and Lead Change
HAVE FUN – It’s Pizza, It Has To Be Fun!
Our Core Competencies
CUSTOMER FOCUSED - Put the customer’s needs first
RESULTS DRIVEN – Commit to achieving objectives
INNOVATIVE MINDSET – Open to new ideas and ways of doing business
STRATEGIC THOUGHT LEADERSHIP – Engage in logical and systematic thinking
COLLABORATION – Work together in the most effective way
Papa Johns is an equal opportunity employer.
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