Sr. Director, Operations & Guest Experience, LAC

Sr. Director, Operations and Guest Experience, LAC

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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

The Sr. Director, Operations and Guest Experience, LAC is responsible for leading and setting up the strategic direction of Operations for all four RBI brands in the Latin America and Caribbean markets. Based in Miami, FL and reporting to the Regional President for Latin America & Caribbean, this individual will oversee ongoing innovation and development that will continue to support and grow our brands in the region and the QSR industry at large.

The ideal candidate has strong organizational leadership experience and is a strategic cross-functional business leader. You must be collaborative and work well in a fast-paced, ever-changing environment where leadership, attention to detail, problem solving, strong communication skills and adaptability are key success levers to drive projects forward. The ideal candidate understands the importance of never settling for status quo, always looks for opportunities to improve processes and has a constant eye for breakthrough ideas that will drive the business forward.

Effectiveness in the role will be demonstrated by strong results in restaurant audits, guest satisfaction surveys, scaled deployment of strategic initiatives, operational effectiveness and sales growth, as well operational collaboration with teams in Restaurant Technology, Field Operations, Development, Digital and Marketing.

RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week out of our Miami, FL office.

Role & Responsibilities:

Operations Strategy: Understand leading practice in today's quick-service restaurant industry and shape the vision for delivering modern, contemporary, and efficient operations. This includes operational components of the strategic plan for each brand, identification of investment areas, and prioritization of major initiatives.

Franchisee Effectiveness: Maintain, improve and report on results from the framework for evaluating franchisee performance, working closely with the Field Operations functions for each brand

Operations Excellence: Collaborate with regional franchisees to refine their operations through market-level plans as well as improvements to the core operating models through processes, equipment and technology.

Restaurant Equipment Design: Lead the Operations Equipment team to continually look for opportunities and find innovative solutions to improve efficiencies, broaden our scope of potential offerings, reduce costs and lengthen the equipment life span.

Training: Liaise with the global training strategy team to maintain programs for restaurant owners, team members and regional corporate field staff. Advise the central training team on region-specific needs, including recommendation of appropriate training mediums for best-in-class team member training on current products and new launches.

Guest Experience: Spearhead the regional deployment of Guest Experience strategy.

Restaurant systems and programs: Working closely with the Restaurant Technology team, develop and constantly adapt to a restaurant technology roadmap involving POS, equipment and inventory systems to build innovative restaurant efficiencies.

Requirements:

Excellent written and verbal communication skills in both English and Spanish

Minimum 10 years' experience in operations or business consulting

Business to customer operations experience

Experience as a restaurant operator

Experience in a franchised or similarly structured environment is a strong asset

Previous experience leading and setting strategy as well as managing cross-functional teams

Exceptional interpersonal and problem-solving skills; ability to work cross-functionally both internally and externally to impact significant business outcomes across diverse markets

A graduate degree in business administration or related field preferred and/or equivalent experience required

Ability to travel throughout Latin America and the Caribbean region (up to 40%)

Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook)

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.