Client Operations Specialist executing account operations for independent restaurants. Ensuring accuracy, timeliness, and compliance in a hybrid role in Mexico City.
About the role
- Operations Partner optimizing operational performance for franchisees of Burger King. Collaborating with leadership to enhance guest experience and uphold brand standards across designated markets.
Responsibilities
- Partner with franchisees to assess and improve operational performance, developing short- and long-term plans to drive profitability and efficiency.
- Conduct comprehensive business reviews for franchisees, addressing key areas such as operations, sales, profitability, financial health, and development obligations.
- Act as a business consultant, analyzing operational metrics and financial reports to develop actionable improvement strategies in areas like guest satisfaction, speed of service, and operational efficiency.
- Ensure franchisee adherence to brand standards, including food safety, cleanliness, and maintenance, advising on improvements as needed.
- Execute system-wide initiatives, such as equipment certifications, training programs, and operational protocols to maintain consistency across the brand.
- Implement and oversee corrective action plans for franchisees to resolve any issues identified in operational assessments.
- Collaborate with cross-functional teams (Operations, Marketing, Development, Technology) to support franchisees in implementing new initiatives, product launches, and process improvements.
- Provide coaching and targeted training to restaurant teams, focusing on leadership development and operational skills.
- Onboard new franchisees and assist with expansion site preparation, ensuring alignment with brand expectations and operational readiness.
- Utilize data to track key performance indicators (KPIs) such as Average Complaint Ratio (ACR), Speed of Service (SOS), and Overall Guest Satisfaction (OSAT), developing insights to inform decision-making.
- Drive continuous improvement by implementing data-driven action plans tailored to each franchise’s unique operational needs.
- Regularly review and discuss performance metrics with franchisees to identify areas for growth and develop strategies to achieve desired results.
Requirements
- Bachelor’s degree in Business, Hospitality, or a related field required.
- 5+ years of experience in operations, preferably in multi-unit management within QSR, retail, or a similar industry.
- Strong business and financial acumen with a proven ability to analyze, interpret, and improve financial and operational metrics.
- Skilled in root-cause problem-solving methodologies and able to apply these in a fast-paced, results-driven environment.
- Exceptional relationship-building and communication skills, with the ability to influence and collaborate effectively with franchisees and internal stakeholders.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and familiarity with data analytics tools is an asset.
- Willingness to travel within the assigned region and accommodate a flexible schedule to meet operational needs, including occasional evenings and weekends.
Benefits
- health benefits (medical, dental, vision and life insurance) offered upon hire date
- fertility benefits to support family planning needs
- a 401(k) plan with Company match available after the first year of service
- time-off programs (PTO, sick leave, Company-observed holidays, and parental leave)
- short-term and long-term disability insurance
- telemedicine & mental wellness support
- professional development opportunities
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