Operations Manager

New York, NY

Company Overview:

You can make someone's day with a smile and genuine care. At Chick-fil-A 42nd and Madison, we are a team that strives every day to positively influence and care for everyone we come in contact with, take good care of ourselves, and take good care of our resources. We are passionate about our core values:

  1. Humility - Respecting others through a humble and modest attitude

  2. Integrity - Always doing what is right

  3. Team work - working together by each of us doing our part: working hard together and growing together.

  4. Excellence - What we do, we do well

Operations Manager

At Chick-fil-A 42nd and Madison, our Operations Managers are a key ingredient to smooth day-to-day restaurant operations including speed of service, throughput, food safety, accuracy, and a remarkable guest experience. This role is responsible for just that: ensuring we are consistently providing crave-able food and remarkable service to our guests from open to close.

This role spends 90%-100% of their time on the floor running a shift, managing the operations, and leading the team. Specific areas of oversight includes greeting guests and taking/entering orders, completing transactions, preparing beverages, assembling orders, hot and cold food production, working the line, dispatching and taking deliveries, food and ingredient preparation, cleaning and maintenance, resolving guest complaints, helping train new employees, and rigorously adhering to safety and quality standards.

Responsibilities:

  • Ensure smooth flowing operations throughout entire shift.

  • Identify and resolve any bottlenecks, pain points, and other opportunities for smoother flow of operations and throughput.

  • Plan, train, and develop team on a continual basis.

  • Listen to team members, maintain and open door policy, provide guidance and feedback, and report incidents regularly.

  • Oversee Specialized area of Operations such as:

    • Front of House

    • Back of House

    • Safety & Quality

    • Learning & Development

    • Catering & Delivery

  • Oversee budget and/or substantial line items of P&L to control costs, achieve specified profit margin, and eliminate waste/opportunity costs.

  • Help support leadership and the Owner/Operator in developing the operational systems, structures, and processes as well as develop operational talent including all professionals and entry-level leadership.

  • Collaborate with other leaders on identifying and building emerging leaders.

  • Help build and lead a high performance team of A players including of at least shift supervisors, team leaders, hospitality professionals, etc.

  • Support the people department in developing and implementing individualized training and development plans for all direct support positions.

  • Help lead the implementation and development of upstream ordering, payment solutions, and order fulfillment.

  • Engage with the entire team to help maintain Positive Employee Relations across the entire restaurant and maintaining a culture that engages directly with leadership.

  • Help scale operational execution that scales with the Company’s growth in volume and complexity - successfully manage respective aspect of implementation working in partnership with Talent and Marketing (example: scale production capacity through development of personnel to meet growth in outside sales or an increase in FOH capacity).

  • Monitor key performance indicators for direct support positions – Create goals and track delivery against program objectives, lead improvement initiatives and encourage a culture of excellence, efficiency, innovation, and customer service.

  • Establish and strengthen relationships with the local businesses, visitors, community, and government.

  • Help implement cultures, mindsets, and systems to accomplish consistency in achieving strategic objectives and specific measures of success (Ex: lean production mindset to eliminate waste).

  • Work closely with the Directors and Owner/Operator to ensure team member compliance with the Unit Policy Handbook and any additional regulations or procedures.

  • Work closely with the Directors, Owner/Operator, Marketing, and Talent to proactively mitigate risk and respond to any PR or HR related issues and communications, training the team on talking points, and compliance.

  • Job includes other duties and responsibilities assigned by management.

Essential Work Activities and Tasks vary to include:

  • Monitor activities of team to ensure safety and compliance with rules, procedures, and expectations.

  • Coordinate activities of team to ensure smooth flow of operations.

  • Maintain operational records and perform food safety/quality evaluations.

  • Maintain regulatory and compliance documentation.

  • Resolve customer complaints and/or problems.

  • Diffuse difficult and tense situations.

  • Perform manual service and maintenance tasks.

  • Prepare staff schedules or work assignments.

  • Analyze data to inform operational decisions or activities.

  • Evaluate employee performance.

  • Investigate and resolve complaints regarding food quality, service, or accommodations.

  • Maintain food and equipment inventories.

  • Monitor food preparation methods, portion sizes, and presentation of food to ensure food is prepared, packaged, and presented according to quality standards.

  • Coordinate assignments of personnel to ensure economical use of staff and timely processing.

  • Establish standards for personnel performance and customer service.

  • Perform some food preparation or service tasks when necessary.

Work Context:

  • Single, individual unit.

  • Working in the shift, on the floor – daily.

  • Running and leading shifts – regularly.

  • Competitive

  • Deal with unpleasant or angry people – regularly.

  • Coordinate or lead others – every day, extremely important.

  • Time pressure – every day.

  • Face-to-Face communication and conversations - every day.

  • Spend time standing - continually.

  • Importance of Being Exact or Accurate - extremely important.

  • Work with Group or Team - required.

  • Performing physical activities - Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.

  • Spending time making repetitive motions - almost continually.

Ideal candidates for Operations Manager role will have a high degree of personal effectiveness competencies including integrity, humility, learning and personal development capacity, reliability, professionalism, adaptability and flexibility, team player, strong work ethic, a sense of urgency, and a drive for excellence.

Key abilities required for this role and future success with Chick-fil-A 42nd and Madison include: active listening, problem sensitivity, number facility, deductive reasoning, inductive reasoning, information ordering, manual and finger dexterity, written expression, oral comprehension oral expression, speech recognition, information ordering, near vision, reading, service orientation.

Technology skills include use of ipads, applications, email, POS software, kitchen production system computer monitors, windows tablet, automated label printers, bluetooth thermometers, equipment control boards, HR software, inventory management software, MS office suite, google drive, spreadsheet software, time accounting software, calendar and scheduling software, accounting software, and more.

Qualifications:

  • Must meet minimum qualifications of all subordinate positions.

  • Minimum of 1+ years directly related experience in a for-profit company.

  • Minimum 1+ years’ leadership experience managing a team of more than 20 people.

Essential Job Requirements:

  • Integrity - must be honest, ethical, able to act fairly, and take responsibility.

  • Humility – must be able and willing to incessantly show care and respect to others through humble and modest attitude.

  • Team Player  - Must be able and willing to emphasize team over self and measure success and effectiveness collectively rather than individually.

  • Credibility – Must be able to establish and maintain a high degree of trust and credibility with subordinates, peers, supervisors, and Owner/Operator.

  • Excellence -  Must be able to lead, coordinate, and align team in accomplishing competitive results in all measures that sets the standard for the industry.

  • Availability - This person must also be willing to work unusual schedules (such as opening, closing, and working on Saturdays) on a regular basis.  Must be willing to work 45-50 hours a week on a regular basis.

  • Complex Problem Solving – must be able to identify complex problems and reviewing related information to develop and evaluate options and implement effective solutions.

  • Coordination – Must be able to adjust actions in relation to others’ actions.

  • Critical Thinking – must be able to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

  • Analytical Thinking - must be able to analyze information and use logic to address work-related issues and problems.

  • Active Listening – must give full attention to what other people are saying, taking time to understand the points being made, asking clarifying questions as appropriate, and not interrupting at inappropriate times.

  • Active Learning – Must be able to understand the implications of new information for both current and future problem-solving and decision-making.

  • Management of Personnel Resources – Must be able to effectively motivate, develop, and direct people as they work, identifying the best people for the job at the right time with contingencies in place if and when needed.

  • Management of Material Resources – Must be able to obtain, maintain, and see to the appropriate and effective use of equipment, facilities, ingredients, paper, and other materials needed to carry out the work.

  • Management of Financial Resources – Must be able to determine how money and expenditures (such as on the clock time, paper, or food) will be spent to get the work done, estimated and evaluate return on expenditures, and all costs are accounted for.

  • Social Perceptiveness – Must be able to be aware of others’ reactions and understanding why they react as they do.

  • Negotiation – must be able to bring others together and effectively attempt to reconcile differences.

  • Time Management – Must be able to manage one’s own time and the time of others.

  • Judgment and Decision Making – Must be able to consider the relative costs, benefits, and operational impacts of decisions and choose the most appropriate one.

  • Dependability - must be reliable, responsible, dependable, and fulfill obligations, including attendance and punctuality.

  • Stress Tolerance - must be able to accept criticism and feedback, be held accountable for results, and deal calmly and effectively with high stress situations, and make quick and effective decisions under pressure.

  • Attention to Detail - must be careful about detail and both thorough and accurate in completing work tasks. 

  • Self Control - must be able to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior, even in very difficult situations.

  • Cooperation - must be pleasant with others on the job and display a good-natured cooperative attitude.

  • Adaptability/Flexibility - must be open to change (positive or negative) and to considerable variety in the workplace, including working multiple positions of the restaurant when needed.

  • Social Orientation - must prefer or be able to work with others rather than alone, and be personally connected with others on the job.

  • Independence - must be able to guide oneself with little to no supervision, and depend on one self to get things done.

  • Initiative - must be able to take on responsibilities and challenges.

  • Concern for Others - must be sensitive to others' needs and feelings and being understanding and helpful on the job.

  • Achievement/Effort - must be able to establish and maintain personally challenging achievement goals and exert effort toward mastering tasks and becoming proficient.

  • Followership - must be able to listen to and follow directions, rules, policies, procedures, recipes, etc.

  • Professional Appearance - Must be neat, maintain professional demeanor, and willing to follow all uniform and appearance requirements.

  • Persistence - must be able to persist in the face of obstacles.

  • Situational Awareness - must be observant and have high situational awareness.

  • Handling and moving objects - Repetitive use of hands and arms in handling, grasping, pushing, pulling, installing, positioning, and moving materials, and manipulating things.

  • Performing physical activities - Must be able to perform physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.  Must be able to climb ladders. Must be able to bend and lift loads up to 50lbs. Also must be able to stoop to grasp objects. Must be able to bend and twist neck and waist, reach above and below shoulders and squat. Must be able to push and pull carts weighing up to 100 pounds.

  • Proper use - must be able to perform proper use of which may include but not limited to, knives, personal protective equipment, hand trucks, carts, food cutter and fryers (must be 18 years of age or older), handling hot liquids and equipment, power equipment, vehicles, and all other equipment used within or for the restaurant.

  • Standing - Must be able and willing to stand, walk, and work on their feet for extended periods of time.

  • Sharp objects - Must be able to manipulate and handle sharp objects and utensils safely including knives and box cutters.

  • Environment - Must be able to be exposed to extreme temperatures (coolers, ovens, freezer, outdoors, etc).

Benefits Include:

  • Work Life Balance
  • Generous hours and overtime pay for anything over 40 hours
  • Medical, dental, and vision insurance including HSA eligible plans
  • Paid vacation
  • Life insurance
  • Short-Term disability insurance
  • Transportation stipend
  • Commuter tax benefit
  • College Scholarships
  • Employee discount
  • Free meal every shift
  • Sundays Off
  • Christmas and Thanksgiving Off
  • Personal and professional development and growth opportunities.