Director of Operations

Job Summary

The Director of Operations Leads a team of General Managers for corporate restaurant operations within an area consisting of 6 or more restaurants ensuring people development, product  quality, customer satisfaction, image management, restaurant profitability, and assimilation into Papa John’s culture.  Other responsibilities include the execution of all company policies,  procedures, programs and systems. Ensures compliance with all federal, state and local laws and ethical business practices. Leads management supervision of corporate restaurant  operations within a specific market ensuring people development, product quality, customer satisfaction, image management, restaurant profitability, and assimilation into Papa John’s culture.  Other responsibilities include the execution of all Company policies, procedures, programs and systems. Ensures compliance with all federal, state and local laws and ethical business practices. 

Duties and Responsibilities

• Demonstrate exemplary managerial and operations skills including making a quality product and ensuring safe speed of service;  adhering to and ensuring compliance with Papa John’s policies, practices, and procedures by effectively utilizing company resources, scheduling, deploying and managing training, providing necessary resources, and regularly visiting in their restaurants;  monitoring proper delivery market sizes; remaining current on operational changes, deploying changes utilizing market resources and developing strong working relationships with corporate departments and operations team and deployment of new product training.  Provide quality customer service to build and maintain a  customer base; create and participate in customer-oriented programs and maintain a  strong presence in the community; professionally and promptly respond to customer concerns or issues including customer complaints received through the  Customer Opportunity Desk; ensure appropriate and timely resolution of customer concerns or issues.  Solicit customer feedback, shares feedback with team, and use feedback to improve restaurants'  operations and build brand loyalty.

• Set the tone for a high performing,  positive and quality focused market by recruiting, developing, rewarding and retaining the best operations leaders in the industry; maintain adequate staffing levels;  communicate performance expectations and conduct performance reviews; document performance issues and take appropriate disciplinary action, up to and including termination; coach and develop team members by assessing development markets and establishing development plans and conducting succession planning.

• Identify new opportunities for sales growth then create a vision for the market’s direction; implement effective targeted marketing and corporate developmental strategies and plans to meet or exceed financial and business objectives; support market and company direction; and monitor the execution of the plans and adjusts as necessary.

• Oversee financial goals through effective use of discretionary budgets, investments, and expenditures; participates in marketing co-ops, makes informed decisions, and evaluates operations’ profitability and effectiveness by creating and analyzing various reports, key measures, trends,  budgets, comparables, manpower assessments, and calendars to plan ongoing strategies.  Perform market planning and lead real estate development efforts utilizing appropriate resources; analyze new building, relocation, and remodeling needs; work with corporate to approve sites according to market needs and site analysis; maintain a good relationship with landlords; and set and oversee budget. 

Education, Experience & Certifications

• High School Diploma or GED  required; College degree preferred

• Three to five years progressive management experience required

• Three (3) years in multi-unit management preferred

• Successful track record in  management with Papa John’s preferred

• Serv-safe/Local or State Food Service  Certification preferred 

• Travel required

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.