Senior Operations Services Manager (SROPSSVSMGR)

Summary

This position contributes to MOD’s success by providing operations and learning expertise and consultation to other departments on industry best practices for operational excellence, project rollouts and communications, and promotions/changes impacting retail operations. Consultation includes planning, development and testing of products, systems and programs within retail operations that deliver guest experiences that enhance and grow the value of our brand. In this role, you will have the ability to be curious, demonstrate a growth mindset, and keep both the operations and learner lens front-and-center. You will conduct gap/needs analysis, make recommendations based on findings, develop learning objectives to compliment operational implementations/changes/updates, and own working partnerships with subject matter experts to create the rollout strategy and resources (including job aid, toolkits, digital, in-person, and virtual learning). In this role, you will be the subject matter expert to bring leadership throughout the company along to identify opportunities and optimize training and operational performance in support of our Squad and guests. 

Key Responsibilities

• Own multiple projects concurrently (flexing to meet the needs of the business) by utilizing reasonable discretion to balance competing time constraints/priorities.   
• Project management – own the schedule, milestones/timelines, dependencies, risks, expectations etc., of projects and inform stakeholders of updates/status while maintaining quality and deadlines. 
• Think strategically and creatively to support operational rollouts and ops/learning resources, to align with competencies and knowledge gaps that support growth and development of our people and our business. 
• Prepare, communicate, and lead cross functional teams on best practices for program/initiative development, training initiatives, and communication with our restaurants. 
• Own resource updates (Ops/Learning) to support operational processes and restaurant/product changes. 
• Responsible for providing operational expertise on testing, training, and implementation of projects, programs, and initiatives to optimize restaurant performance relative to sales, profitability and guest experience. 
• Design training/operational materials and solutions to enhance learner experience and drive operational excellence in restaurants (including Trainer Guides, In-Person Learning, Job Aids, toolkits, etc.)  
• Know our business and how learning and operations work in parallel to create industry standards in operational excellence and best practices in learning and resources for our Squad by seeing pivots, shifting priorities, and constructive feedback as opportunities, not obstacles. 
• Inform on and implement best practices for learning program accessibility to support diverse communities by promoting inclusivity and eliminating biases in content and decreasing gendered/discriminating language/depiction.  
• Own working sessions with subject matter experts, project stakeholders, and business leaders to scope projects, analyze operations and training gaps, challenges, and opportunities across MOD. 
• Draft and review storyboards and final content with subject matter experts and Learning Team leadership prior to building training content. 
• Proactively seek feedback from teammates and project stakeholders to ensure that operational and learning solutions align with expectations and iterate as needed. 
• Be proactive, have a “can do” attitude, and support solves for issues as they arise. 
• Be action-oriented and adept at dealing with ambiguity. 
• Stay current on restaurant operation by participating in field visits on a per period basis. 

Basic Qualifications

• + years of restaurant/retail field management level experience; develop and maintain high level of knowledge regarding store operational processes. 
• 3+ year developing learning content and designing training and resources for multiple delivery modalities (traditional classroom, online classroom, and self-paced eLearning modules). 
• Own full cycle project management with demonstrated experience driving timelines and deliverables, multi-tasking, and identifying risks.  
• Lead work independently, take initiative, set priorities, and manage multiple priorities accurately while meeting deadlines. 
• Demonstrated interpersonal skills with an emphasis on building effective partnerships with internal and external partners with a team approach 
• Excellent written and verbal skills, including the ability to communicate effectively, clearly and accurately; role requires daily/weekly communication with working partners, comms channels, and team members.  
• Willingness to work through change (shift gears comfortably), competing priorities/directions as business needs evolve. 
• Results-orientated mindset with the ability to deliver results in a fast-paced, high-quality environment. 
• Proactively seek out feedback and opportunities for improvement for individual work and as a part of the broader team. 
• Experience designing training and resources for multiple delivery modalities (traditional classroom, online classroom, and self-paced eLearning modules). 
• Leverage storytelling in both presenting and receiving/delivering feedback with the ability to effective bring all audiences along on the journey.  
• Prior experience working designing training and resources for multiple delivery modalities (traditional classroom, online classroom, and self-paced eLearning modules). 

Preferred Qualifications

• 4+ years of professional project management experience including coordinating, organizing, scheduling, administering, and monitoring projects. 
• Experience working in a PMO environment with an established Project Management Methodology. 
• Knowledge of adult learning theories and iterative instructional design methodologies (i.e., ADDIE, etc.). 
• Proficient in Articulate or other authoring tools for developing eLearning content

Physical Requirements

Office work involves remaining in a stationary position most of the time in front of a computer, using a keyboard, mouse, and telephone. Regularly operate a computer and other office equipment. Occasionally move about the work site to access file cabinets, office equipment, etc. Exert up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or regularly move objects. Communicate and exchange information with co-workers and other individuals in person and electronically.