Operations Manager

Job Summary

The Operations Manager is responsible primarily for the daily hiring, onboarding, and training of new team members, direct supervision of restaurant team members and delivery drivers (including authority to take corrective action up to and including employment separation), and supporting the daily operations of the restaurant, ensuring that the team delivers the required tasks with the highest quality and standards. This is accomplished by being a self-sufficient leader, making quality decisions, and instilling pride and accountability in team members. Other responsibilities include the management of shift operations and adherence to all Company policies, procedures, programs, and systems. 

This role has primary responsibility for shift management, hiring/firing, onboarding, training, development, corrective action, and managing performance of restaurant team members and delivery drivers. Restaurant team members and delivery drivers directly report to this position. This position is assigned to high volume and/or high complexity restaurants and reports to the restaurant General Manager. 

Duties and Responsibilities

• Provide quality products to our customers by building a system of quality with team members, which ensures each delivered product meets Papa John’s standards and accurately reflects the customer’s order.  Communicate, train, and promote quality standards to team members by utilizing all available tools including Operations Manual and Team Member Handbook.

• Ensure food safety certifications are up to date for all team members and manage Company’s assets by ensuring restaurant is clean and meets safety and security standards at all times.

• Supervise work activities of all non-exempt restaurant team members, including shift leaders, in-store team members and delivery drivers during assigned work schedule. 

• In absence of General Manager, responsible for all functions of a Papa John’s restaurant to ensure high quality products and customer service. 

• Actively recruit customer focused team members, maintain adequate staffing levels according to projected sales, properly orient and train team members to exceed customer expectations, ensure shift compliance with uniform and appearance standards, and communicate performance expectations to direct reports.  Document performance issues and take appropriate disciplinary action, up to and including termination.  Effectively coach and develop team members; and support an atmosphere of teamwork, energy and fun.

• Contribute to the achievement of sales goals by providing prompt and friendly customer service through team member training on products and sales execution.  

• Contribute to and execute plans to resolve unfavorable trends and enhance profits of restaurant.  Execute shift level financial controls and cash management responsibilities. 

Education, Experience & Certifications

• Successful restaurant management or supervision experience preferred

• High school diploma (or equivalent) required

• Serv-Safe/Local/State Food Service Certification

• Cash management skills 

• Bilingual in certain markets

• Must have a driver’s license valid under the laws of the state(s) where the team member works, proof of insurance, satisfactory vehicle and the ability to drive

• Familiarity with restaurant management software, like POS, ATS and web-based scheduling preferred 

• Must be 18 years of age or older
• Must be able to work long hours (50+ hours per week required), scheduled or unscheduled, which will include nights, weekends, and as emergencies arise

Functional Skills

• Analytical Skills: effectively uses data to generate insights for operations excellence 

• Planning & Prioritization: highest impact, highest value 

• Financial & Business Acumen 

• Communicates Effectively and Candidly 

• Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions 

• Process Improvement: Strive to continually improve 

• Ability to build and leverage talent 

• Ability to work in a challenging, fast-paced environment and to adapt to new situations as they arise 

• Ability to effectively communicate, inform, and influence senior leaders  

• Ability to work cross-functionality on multiple initiatives with a successful record of advancing projects 

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.

Papa Johns is a federal contractor that participates in the E-Verify program to confirm employment eligibility for each new team member. We also comply with all Right to Work requirements. Official E-Verify and Right to Work notices are available for applicants to review in both English and Spanish.