Operational Excellence Coach

The Operations Excellence Coach is responsible for providing guidance and coaching to the field operations team while conducting the Virtual Operations Excellence Review in franchise stores.   The Operations Excellence Coach (OEC) must drive constant Operations Excellence Improvement during each virtual store visit.

• Ability to effectively coach, recognize, and communicate with multiple members of the store teams on many different levels.
• Maintains a thorough understanding of guest and operational needs & standards to guide Store Managers, Above Store Leader and Franchisees.
• Motivates and develops positive relationships with the store's team members.
• Infuses pride in the organizational values and mission during each virtual visit.

• Demonstrates the ability to drive continuous progressive improvement.
• Follows the OER visit protocol.
• Follow OER administrative process and schedules accordingly to meet required visit count.
• Conducts OER / follow-up visits evenly between lunch/dinner & weekdays/weekends quarterly.
• Accurately and objectively review brand systems and processes.
• Verifies and drives complete and timely execution of corporate and local marketing programs.
• Develop a teaching and coaching culture with every visit.
• Teach and role model proper root cause analysis.
• In partnership with the store teams, craft effective action plans that drive system improvements.
• Demonstrate the ability to teach the OER process to the above store leaders.
• Provide immediate positive and constructive feedback (written/verbal) to store management, team, and Franchise Owners during store visits.
• Demonstrate the ability to identify positive performance and provide recognition during every virtual visit.
• Provide insight and analytics on common patterns and trends identified by the OER process.
• Demonstrates the ability to ask quality questions during the OER process.
• Provide regular support to store management, above store management, and franchisees through email/phone communication outside of OER visits.
• Centrally assign, track, and report on recurring and ad hoc work across every location.
• Escalate, communicate, and follow up on all critical issues with the above store management.
• Required attendance and engaged participation in meetings for ongoing OER calibration, uniformity, and weekly OEC Team Conference Calls.
• Provides advice/suggestions to challenges experienced during previous OER.
• Conducts and supports the training process in the franchise stores, with regular follow up.
• Supports new store openings as designated.
• Manages and supports multiple ongoing projects for the Operations Excellence Department.

• 1 to 3 years of experience in customer service/back office environment
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior active listening, verbal, phone, and written communication skills
• Ability to handle stressful situation appropriately
• Proficient in relevant computer applications
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• In-depth knowledge of a company’s products and/or services
• Comfortable working in a fast-paced environment
• Adaptability and flexibility