Sr. Principal Operations Lead (Puerto Rico)

Overview

The Puerto Rico Operations Lead is responsible for providing operations expertise, customized consulting, and market leadership for Franchise Operators in Puerto Rico. The Puerto Rico Operations Lead is a brand representative and business partner, responsible for supporting Puerto Rico Operators by helping them maximize opportunities individually and collectively. The Puerto Rico Operations Lead is responsible for working with internal and external partners to support market expansion and to identify and respond to the unique needs of Puerto Rico Operators. In addition, the Puerto Rico Operations Lead is responsible for overseeing Company-operated Restaurants (CORs), Operator transitions, and coaching participants in the Puerto Rico Leadership Development Program (LDP). More specifically, the role of the Puerto Rico Operations Lead is to:

• Lead and oversee successful openings of new Restaurant locations in Puerto Rico

• Provide customized consulting to Operators to help them maximize businesses opportunities

• Provide market leadership and help Operators achieve their individual and market goals

• Serve as a brand and Support Center representative in the market and with Operators

• Coach and oversee participants in the Puerto Rico Leadership Development Program

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

Lead and oversee the openings of new Restaurant locations in Puerto Rico

• Develop operations and staffing plans and strategies for new Restaurant openings
• Work with internal and external partners on opening plans and strategies
• Partner with training to develop training plans and strategies
• Market entry/expansion team participation and operations representation
• 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

Consult to Franchise Operators as a business partner and trusted advisor

• Provide customized consulting and support to Puerto Rico 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

Provide market leadership and be a representative of the brand and the Support Center

• Represent the needs and plans of the Support Center to Puerto Rico Operators
• Support Puerto Rico Operator team/market plans to help them reach market goals
• Represent the needs and perspectives of Puerto Rico Operators at the Support Center
• Influence internally to support the needs of Puerto Rico Operators and the market
• Work with internal partners to improve business processes for Puerto Rico
• Represent the brand at events and in meetings with external partners and stakeholders

Oversee Company Owned Restaurants (CORs), Operator transitions, and Participants in the Puerto Rico LDP

• Oversee the management of COR locations by Puerto Rico 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 Puerto Rico LDP

Minimum Qualifications

• Bilingual - speak and write Spanish and English fluently

• Understanding of Puerto Rican cultural and business practices

• Willingness to move to the San Juan metropolitan area of Puerto Rico

• Willingness to travel within Puerto Rico 30-40% of the time and attend training in Atlanta, GA

• 5 years of business experience

• Foundational 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

• Global and cultural awareness and intelligence

• 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

Preferred Qualifications

• Graduate degree in a business-related field

• 7 years or more of consulting experience

Minimum Years of Experience

5

Travel Requirements

30%

Required Level of Education

Bachelor's Degree

Preferred Level of Education

Bachelor's Degree

Major/Concentration

Business