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<p>Overview</p><p>The Director of Operations, NYC is accountable for the end-to-end performance of the New York City business, overseeing Front of House (Guest Experience), Back of House (Culinary Experience), and Commissary Operations. Reporting directly to the President, this role drives operational excellence, financial performance, and brand consistency across all NYC locations. The Director of Operations builds and leads high-performing teams, establishes scalable systems and processes, and ensures seamless execution across guest experience, culinary execution, supply chain, and production. As a senior operational leader, they partner cross-functionally to support growth, optimize costs, leverage technology, and deliver an exceptional and consistent guest experience.</p><p><br></p><p>Core Responsibilities</p><p><br></p><p>General</p><ul><li>Serve as the senior operational leader for NYC, overseeing performance across Restaurant FOH, BOH, and Commissary production.</li><li>Build P&L forecasts and perform to budget. Drive sales growth and margin improvement through disciplined labor efficiency, effective COGS levers, and tight operating cost management across restaurants and commissary operations.</li><li>Support new store openings and renovations by contributing to operational design, layouts, commissary integration, and training plans.</li><li>Ensure new locations launch with strong operational foundations, culinary execution, and leadership readiness.</li><li>Champion core values through daily leadership, decision-making, and communication.</li><li>Champion health and safety excellence across restaurants and the NYC commissary, ensuring best-in-class Department of Health (DOH) standards, audit readiness, and a culture of proactive compliance.</li></ul><p><br></p><p>Restaurant & Culinary Operations</p><ul><li>Lead and oversee all restaurant operations to ensure consistency, efficiency, operational excellence, and strong financial performance across NYC.</li><li>Ensure labour, COGS, and prime cost performance align with budget targets through disciplined forecasting, audits, and variance management.</li><li>Own and evolve core operational processes, including checklists, huddles, surveys, audits, and performance reviews.</li><li>Oversee compliance with all operational SOPs, including scheduling, timekeeping, receiving, invoicing, waste tracking, forecasting, and health & safety standards.</li><li>Partner closely with Culinary Operations, Menu Development, and Procurement to maximize throughput, food quality, speed of service, and sales performance.</li><li>Lead menu launches and operational rollouts, ensuring effective training, execution, and adoption at the restaurant level.</li><li>Drive a culture of exceptional hospitality and guest experience across all NYC locations.</li><li>Ensure cleanliness, maintenance, and repair standards are consistently met through effective preventative maintenance strategies.</li><li>Act as the primary escalation point for NYC supply chain issues, working closely with the Manager of Supply Chain to resolve disruptions, address vendor performance concerns, and implement preventative solutions.</li></ul><p><br></p><p>Commissary Operations</p><ul><li>Oversee day-to-day NYC Commissary operations to ensure quality, efficiency, food safety, and alignment with restaurant needs.</li><li>Lead, coach, and develop Commissary Production Manager to ensure consistent execution and strong team performance.</li><li>Oversee commissary labour planning and production efficiency, ensuring staffing models, production schedules, and workflows align with volume forecasts, cost targets, and restaurant demand.</li><li>Ensure commissary readiness and execution for menu launches, production scaling, and restaurant support.</li><li>Audit commissary operations for SOP compliance, training completion, waste accuracy, receiving, and inventory controls.</li></ul><p><br></p><p>Performance Management & Continuous Improvement</p><ul><li>Analyze KPIs, sales trends, promotional performance, audits, and survey results to identify risks and growth opportunities.</li><li>Lead Quarterly Performance Presentations and periodic COGS & Usage Variance Meetings in NYC, driving accountability and action planning.</li><li>Own operational survey tools and audit platforms, ensuring timely follow-up and measurable improvements.</li><li>Translate data and feedback into clear strategies and execution plans for restaurant and commissary teams.</li></ul><p><br></p><p>Team Development & People Leadership</p><ul><li>Lead hiring, onboarding, training, performance management, and succession planning for all management roles.</li><li>Coach and mentor leaders to foster accountability, engagement, and internal career progression.</li></ul><p><br></p><p>Qualifications</p><ul><li>10+ years of progressive multi-unit restaurant or hospitality operations experience, overseeing FOH, BOH, and centralized production or commissary operations.</li><li>Proven success owning P&L performance, labor optimization, COGS management, and operational execution across multiple locations.</li><li>Demonstrated experience opening new restaurants, including pre-opening planning, hiring, training, and post-opening stabilization.</li><li>NYC market experience strongly preferred, with working knowledge of local labor dynamics and Department of Health (DOH) standards.</li><li>Strong understanding of culinary operations, production efficiency, throughput optimization, and food quality at scale.</li><li>Experience partnering with Supply Chain, Procurement, and Finance to manage vendors, inventory accuracy, and cost controls.</li><li>Track record of building, coaching, and retaining high-performing multi-unit leadership teams.</li><li>Data-driven operator with hands-on experience leveraging KPIs, audits, and restaurant technology platforms to drive performance.</li><li>Strong cross-functional leadership, communication, and problem-solving skills in fast-paced environments.</li></ul><p></p>
