Regional Director of Operations- Chicago Metro Area

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.

JOB OVERVIEW

Independently provide strategic oversight to, and manage all Operational aspects of one of 11 franchisee regions in the U.S. Each region represents 7-8 districts with approximately 40 restaurants per district, and revenue through service fees of $4M to $14M. Utilize deep knowledge of restaurant operations and staff resources to provide guidance and coaching to Operations team and at time franchisees, in order to achieve short and long-term company and operation’s objectives.  Ensure compliance with IDQ policies and system standards.  Develop staff to meet current and future needs of the company.  Gain and maintain support of DMA chairpeople and other key franchisee leadership in achieving their goals. 

Primary Accountabilities

Development, communication, and execution of plans and strategies: 

• Participate in the development of IDQ’s Operations’ business plan (rolling 1, 2 and 3-year plan) with the global Operations senior management team during Worldwide Operations strategic planning meetings 3x per year.  
• Based upon the U.S.-wide Operations strategy/business plan, assist in the creation of U.S. Operations field teams’ annual performance goals.
• Provide guidance and direction to the Operations team in the development and implementation of an integrated business plan within select markets in region (i.e., integrated marketing, operations, training, development, and supply chain plan).
• Provide direction to Operations team in an effort to assist franchisees, in establishing effective annual business plans.  Assist in establishing systems and schedules to monitor progress and goal achievement.
• Provide leadership from an Operations perspective in developing and managing marketing performance through effective partnerships with appropriate departments, vendors and franchisees.
• Represent U.S. Operations’ goals and interests, and provide input across IDQ teams when working on cross-functional problem solving and projects. This includes teams and leaders from Field and Brand Marketing, Supply Chain, Design, Architecture and Construction, New Development, Finance, Legal, R&D, Quality, Concept Evolution and Concept Support Services.
• Oversee and monitor consistent execution and delivery of company strategies to assigned franchisees, to ensure food safety, approved products, procedures compliance, menu compliance, trademark protection, reinvestments, consumer satisfaction and ADQ standards.

Communications and Interactions with Franchisees:

• Travel to districts to visit franchisee stores with business consultants and ensure/validate the B.C.’s reported progress against goals.
• When warranted, get directly involved with franchisees on escalated matters that are more complex. For example, may notify franchisees that they will be issued a default in the event of store evaluation failure, facility deficiencies, or unapproved procedures; following the expiry of a cure period after the notice of default; may make a decision to terminate the franchisee; may address issues or questions escalated by business consultants on modernization completion, or address national marketing non-compliance with franchisees; may approve compliance exceptions to how a particular store represents the brand, their equipment, menu, etc., without which the franchisee would be in violation of contract.
• Prepare and present at annual franchisee Leadership Meetings, in partnership with Regional Marketing Manager. Prepare and present at franchisee Fall Business Conferences.
• Respond to customers and franchisees in a timely manner.

Management of Team: Continuously coach, support and advise business consultants on the following:

• The development and implementation of strategies to assist assigned franchisees in executing staff and management training and professional development.
• Guidance to franchisees for consistent achievement of optimal shift management, food safety, quality, service, cleanliness, repair and maintenance and atmosphere goals, as established by ADQ’s U.S. Operation’s business plan and operating standards.
• Collaborate with, and provide insightful counsel to position franchisees for optimal financial health.  When available, determining the financial status of the franchisee and monitoring their store(s) for progress.  
• Partnering with appropriate ADQ staff to help position new and existing franchisees, to establish and execute effective development, reinvestment and renewal strategies.
• Hire, build and support a high-performance team with skills that are relevant to the needs of the business.  Conduct onboarding and training for new staff. Demonstrate a commitment to building a diverse team. Establish clear direction and performance expectations; monitors progress and results on an ongoing basis.
• Conduct weekly team meetings to ensure staff are focused on their performance goals, share best practices and communicate corporate information affecting team. Prepare and lead week-long regional Business Consultant meetings, 3 times per year.
• Coach employees to develop their skills and abilities; when appropriate, provide assignments and opportunities for development. 

Other duties:

•  Includes assisting New Development/Remodel initiatives by conducting personal interviews with prospective franchisees to assess whether they have the business and managerial aptitude to become a successful ADQ franchisee. Interview existing franchisees to assess the same aptitude concerning the possible expansion of their business. Conducts walk-throughs/reviews of potential new real estate sites and provides point of view on the feasibility of projects. Provides opinion/sign-off on acceptability of franchisees and real estate to the Development Review Committee.

• Develop an operating budget/profit plan for the region. Consistently strive to meet or favorably exceed the operating budget.

• May be asked to guide cross-functional corporate projects or committees. Other duties as assigned or needed.

• B.A. or B.S. Degree in Business, Restaurant Management or a related field, or equivalent combination of education and work experience. MBA a plus.
• 10+ years of progressively responsible related experience, with a minimum of 5 years of experience in corporate franchise management operations (large fragmented system preferred), and the balance in franchise operations experience and/or restaurant management (with direct P&L responsibility for multi-unit geographically dispersed operations).
• Minimum of 3-5 years managing employees required. Experience managing franchise operations professionals preferred.

• Track record of managerial ability: Includes building a high performance team, establishing clear expectations: monitoring progress and results on an ongoing basis; coaching and supporting employees to develop their skills; regularly providing feedback on employees’ strengths and when they are performing well; providing constructive feedback on areas to develop; creating focus on the right priorities; eliminating roadblocks; providing solutions to day-to-day problems for staff.

• Ability to lead geographically dispersed teams.

• In-depth knowledge and understanding of restaurant industry (QSR preferred) and of restaurant operations. Proficient knowledge of marketing, finance and training.

• Experience effectively creating and managing an operating budget.

• Experience working within a franchisor organization, preferably a QSR brand.

• Strong knowledge and familiarity with the Restaurant Industry and of restaurant operations

• Proficient in Microsoft Word and Excel. Working knowledge PowerPoint.

• Communication Skills. Strong communication skills, with the ability to effectively articulate and present ideas to a variety of internal and external audiences. Strong public speaking/ presentation skills to present to staff, management peers, senior company management, and franchisees one-on-one and in groups.

• Teamwork and Cooperation. Effectively solves problems with others.  Involves others in matters that impact them. Works towards cross-functional “win-win” solutions. Strong ability to coordinate with other departments (Marketing, Finance, Supply Chain, Legal, Design/ Architecture/ Construction, New Development, Quality and Research and Development) to complete projects on time.

• Change and Continuous Improvement. Challenges the status quo. Generates new and viable ideas. Can facilitate effective brainstorming to create solutions and improved processes.  Advances ideas into action. Keeps up to date on new developments and information related to Operations, as well as relevant industry practices and technical developments. 

• Accountability and Drive for Results. Strong ability to multi-task and prioritize multiple projects and requests simultaneously, within an intense, deadline-driven environment. Makes effective decisions in a timely manner.  Effectively plans and coordinates work; anticipates and adjusts for problems; evaluates results. Adjusts priorities as situations change.  Takes the initiative to find solutions quickly and effectively. Takes into account the realities of our franchisee system, as well as the impact to other teams cross-functionally. Uses data to inform decision-making.

• Strategic Operations Leadership. Demonstrated ability to assists in developing strategies for achieving operations goals, to translate business strategies into clear tactics, and to anticipate future trends or problems, their potential impact, and how to address them with relevant strategies.

• Demonstrates the highest level of integrity and trust. Communicate problems and setbacks in an honest and transparent manner that engenders trust from others. Demonstrate professional behavior at all times. Take a stand on difficult issues to “do the right thing; encourage openness and fairness.

The US national base salary range for this position is $159,795-$199,744. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.

All your information will be kept confidential according to EEO guidelines.   You must be work authorized in the United States without the need for employer sponsorship.

Benefits

Our benefit package supports the well-being of our employees and their families.  Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!  To learn more about our great benefit offerings, Click Here.

Work Environment

Most positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week.  Additional in office time may be required to support team/project needs.  Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.

Our Commitment to Diversity, Equity and Inclusion

We are committed to creating a culture of diversity, equity and inclusion for all who touch DQ.  We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.

IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.  You must be work authorized in the United States without the need for employer sponsorship.