Operator Success Coach

Role overview

The Operator Success Coach acts as a field-facing operations consultant, helping operators improve sales, profitability, execution, food quality, food safety, and guest experience. The position focuses on strengthening performance after opening, sustaining long-term operational success, and driving continuous improvement within an assigned business unit.

The role calls for excellent coaching ability, clear communication, relationship management, and practical problem-solving skills. The right candidate will be organized, flexible, and comfortable balancing several priorities in a fast-moving field environment while influencing operators and store teams toward better results.

Key responsibilities

• Coach operators to improve same-store sales, profitability, store operations, and guest experience through stronger food quality, merchandising, packaging, promotion execution, labor efficiency, and day-to-day operating discipline.
• Visit stores on a planned schedule to evaluate performance, reinforce brand expectations, review results, and support ongoing improvement work.
• Track and interpret KPIs, spot trends and performance gaps, and work with operators to build action plans that raise results.
• Record store visit findings, strengths, follow-up items, and development opportunities while keeping operators and leadership informed.
• Provide regular on-site coaching and training using the latest Operations Execution Manual and approved training resources.
• Help operators work through issues such as food quality, product credits, equipment problems, guest complaints, and service escalations.
• Reinforce food safety compliance, sanitation standards, operating procedures, and company expectations.
• Demonstrate and coach best practices in food prep, holding, cleanliness, POS usage, back-office routines, and overall store execution.
• Use Salesforce and other approved systems to log store activity, manage follow-up, track opportunities, and support communication across teams.
• Work closely with store opening teams to help locations transition smoothly from opening into stable, long-term performance.
• Carry out operational priorities and initiatives aligned with guidance from Regional Operations Leaders and other partners.
• Take part in business unit planning and alignment discussions to help ensure consistent execution across assigned markets.
• Support food shows, training events, and field initiatives as needed.
• Assist with pre-opening and opening activities when requested by leadership.
• Develop strong working relationships with operators and store teams through consistent communication, coaching, and follow-through.
• Maintain professionalism, accountability, integrity, and alignment with company values and brand standards in every operator interaction.

Requirements

• Current ServSafe Food Manager Certification, or the ability to earn it within 60 days of starting.
• Three to five years of experience in restaurant, convenience store, retail, or foodservice operations; multi-unit, franchise, or licensed support experience is preferred.
• Solid operational understanding of food safety, sanitation, merchandising, labor management, guest experience, point-of-sale systems, and back-office functions.
• Strong coaching, communication, organization, and relationship-building abilities.
• Proven ability to review operational results, prioritize improvement areas, and manage several responsibilities at once.
• Comfort working independently in a field-based role while staying accountable and communicative.
• Preferred proficiency with Microsoft Office Suite, Salesforce, and other business systems.
• Ability to travel up to 80%, including overnight and air travel; evening and weekend travel may also be required.
• Valid driver’s license, clean driving record, and ability to meet company travel expectations.
• Physical capability to lift up to 50 pounds regularly and perform tasks such as standing for long periods, driving for extended periods, bending, twisting, and using ladders.
• Must live within the assigned business unit.

Knowledge, skills, and abilities

• Strong business judgment and operational problem-solving skills.
• Ability to influence operators and team members through coaching, communication, and consistent follow-through.
• Capacity to analyze performance data and translate it into practical improvement plans.
• Well-developed organization and time management skills, with the flexibility to adjust quickly when priorities change.
• Ability to collaborate across functions and communicate effectively at all organizational levels.
• Composure under pressure while managing multiple projects and priorities in a fast-paced setting.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Wellness program.
• Unlimited paid time off.
• Continuous team member development.