Job Title: Director of Operations -
Location: Chick-fil-A William D. Tate
Reports To: Executive Director
Job Summary
The ideal candidate for this role is an experience customer service leader (CFA exp highly preferred) who desires to grow, advance and help CFA reach its operational and leadership development goals.
The Director of Operation AM or PM is responsible for driving operational excellence and improving customer experience scores across all aspects of the restaurant. This role will ensure best-in-class service, operational efficiency, and team development to create an outstanding experience for guests and team members alike. Reporting directly to the Executive Director this candidate will implement strategies to enhance service quality, optimize workflows, and maintain high standards in accordance with Chick-fil-A’s mission and values.
Key Responsibilities
Operational Excellence
- Oversee all restaurant operations, ensuring consistency and excellence in execution.
- Identify and implement process improvements to enhance efficiency and service speed.
- Maintain and improve operational systems that support quality control, safety, and compliance with Chick-fil-A standards.
- Monitor key performance indicators (KPIs) such as speed of service, order accuracy, and customer satisfaction to drive continuous improvement.
Customer Experience & Service Quality
- Lead initiatives to enhance the guest experience and drive higher customer experience (CEM) scores.
- Ensure hospitality standards are consistently met or exceeded by training and coaching team members.
- Address and resolve guest concerns promptly to foster strong customer loyalty.
- Enhance the restaurant environment to create an inviting and enjoyable dining experience.
Team Leadership & Development
- Train & develop high-performing team members, trainers, managers and Sr. managers committed to operational excellence.
- Conduct ongoing training to reinforce Chick-fil-A’s customer service and operational standards.
- Inspire and lead a culture of teamwork, accountability, and continuous learning.
- Provide coaching and performance evaluations to drive team growth and success.
Financial & Business Management
- Manage labor and operational costs while maintaining optimal staffing levels.
- Analyze sales trends and operational data to inform business decisions and drive profitability.
- Work closely with the Executive Director to set and achieve financial and customer satisfaction goals.
- Ensure adherence to all Chick-fil-A policies, health regulations, and safety standards.
Qualifications & Skills
- Minimum of 3-5 years of leadership experience in restaurant operations, preferably in a fast-paced, high-volume environment.
- Strong understanding of customer service principles and hospitality excellence.
- Proven ability to lead, develop, and motivate a team.
- Excellent problem-solving and decision-making skills.
- Strong organizational and time management abilities.
- High level of professionalism and ability to perform under pressure.
- Passion for Chick-fil-A’s mission and values.
Benefits & Perks
- Competitive pay
- Leadership development and growth opportunities.
- Sundays off.
- Meal discounts.
- Health benefits (if applicable).
- Supportive and positive work environment.
If you are and desire to become a more results-driven leader passionate about operational excellence and creating an exceptional customer experience, we invite you to apply for this opportunity at Chick-fil-A!
Work schedule
- Weekend availability
- Monday to Friday
- On call
- Holidays
Supplemental pay
- Bonus pay
Benefits
- Employee discount
- 401(k)
- Life insurance
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
- Flexible schedule
- Paid training
- Mileage reimbursement