Director, International Operations Excellence (QSR experience required)

Job Summary 
The Director, Intl Operations Excellence role is responsible and accountable for providing leadership and direction to multiple teams based globally along with functional experts in driving business performance, improving operational standards & developing training ability through the ongoing development of materials and process. Leading the team member training and development of the operational excellence department. The role is directly responsible for leading/supporting the team of Instructional designers in developing materials & processes for the brand that will be used to enhance performance within the field and internal teams. The role will also lead any new projects initiated by the Op’s Excellence dept and the continued maintenance of VOC systems.

Duties & Responsibilities (other duties as assigned)

• Lead multiply teams in providing strong effective leadership & support that drives standards, performance and capability across all international markets. 

• Manage the global store level audit process to ensure brand protection of standards and overall team member safety. 

• Ensure the international and US domestic teamwork in partnership to deliver companywide initiatives and projects. 

• Develop, implement & maintain the international customer insights strategy. managing and lead the relationship with external vendors to improve feedback and performance. 

• Provide leadership and direction to cross functional teams in new product development, new equipment selection and technology enhancements to improve business performance. 

• Partner with IDS to ensure technology platforms are accessible to all markets, covering online training, customer feedback, communications and access to brand materials. 

• Champion Ops Innovation to drive performance, experience and improve overall store level economics.

• Create, foster and build strategy and training programs that are aligned with the organization’s objectives and culture

• Providing strong and effective leadership to a remote team covering a wide range of activities including L&D material scope & construction, project planning & execution and providing Op’s Excellence support.

• Develop and drive the learning agenda with senior stake holders

• Using, maintaining and evolving digital tools to create flexible and innovative learning programs across Papa John’s International

• Create, develop and evolve a clear and structured development path for the International franchised community at all levels that strengthens capability

• Design and deliver blended training solutions, including face to face and digital training, with the ability to adapt training to all levels across all concepts within the International Franchised community

• Maintaining the materials/training catalogue and initiating updates on a continuous basis 

• Working closely with cross functional teams and various leaders internationally; having a full understanding of their markets and training requirements.

• Analyzing operational KPI and Customer data (VOC – Voice of the customer) to identify skill and knowledge gaps within the International Franchised community – Design and implement solutions 

• Review and evaluate feedback success of all of L&D programs and individual skills modules

• Stay on top of industry trends - Consider relevance of blended learning options such as coaching, mentoring, on-the-job training, classroom training, e-learning and simulation. 

• Having an awareness of the allocated budget and an ability to find solutions in order to implement the required training

• Building relationships with 3rd party providers and manage these so they are cost effective/Meet SLA’s/beneficial for the brand 

• Provide updates and data insights to various senior stakeholders to demonstrate the impact and engagement with learning activities

• Coordination, management and maintenance of initiatives/projects within the Op’s Excellence team

Education, Experience & Certifications

• 5 + years of professional expertise backed up substantial experience in L&D ideally in a regional or international role

• Professional Qualification or Bachelor’s degree in, or related field preferred

• Ability to travel up to 25%

• Experience in Restaurant or Retail Operations preferred

• Experience working with Franchisees preferred

Functional Skills: 

• Leadership: Confident leadership with the ability to set a clear and compelling vision, build high performing teams, through developing capability and creating an inclusive and collaborative culture which values diversity and encourages approachability.

• Pace & Flex: An ability to deliver business outcomes at pace, spot opportunities for improvement and make decisions and implement solutions based on data, business acumen, insight and evidence. An ability to bring flexibility, curiosity and diverse perspectives into your work to achieve successful business outcomes.

• Collaboration: Experience of handling complex resourcing, strategic planning and forecasting issues, working across boundaries to ensure effective prioritization and collaboration.

• Project management: Staying mindful of stakeholder objectives is a part of all projects. This requires strong interpersonal skills, organizational ability, and a deadline-driven focus.

• Communication: Communicates Effectively and Candidly

• Budget management: Ability to manage department financials competently whilst achieving results

• Deep level of understanding of learning models: Adult learning methodologies, including the use of integrative technology

• Proficiency with Project management systems preferred (Monday.com/Trello /Asana)

• Proficiency with Microsoft Office suite preferred

• Experience with LMS or LXP/CMS/LRS platforms is preferred

• Knowledge of visual, audio and artistic preferred:

• - Adobe Photoshop, Adobe Illustrator

• - Adobe Premier; Adobe Audition; Adobe After Effects

• - 360 (Storyline, Rise etc.)

Our Values

• EVERYONE BELONGS – We believe connectedness and belonging are the essential ingredients to our success.

• DO THE RIGHT THING –We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult.

• PEOPLE FIRST – To craft positive experiences for our customers, we take care of each other first.

• INNOVATE TO WIN – We champion and challenge for a better way in all we do.

• HAVE FUN – We find joy, create meaningful impact and celebrate the journey together

Our Core Competencies

• CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence

• RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges.

• CONTINUOUS IMPROVEMENT –We champion for better through strategic risk taking, experimentation and challenging the status quo.

• BIAS FOR ACTION – We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry.

• WINNING TOGETHER – We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity

     
  Papa Johns is an equal opportunity employer.