Operations Services Manager

Job Description

As an Operational Services Manager, you will play a crucial role in ensuring seamless operations across our franchise locations. Your responsibilities will span both service-oriented support for franchisees and strategic integration of operational processes. This position requires a blend of strong communication skills, analytical thinking, and a deep understanding of restaurant operations. This role will be part of our Training Department and report to our Walk-On’s headquarters in Atlanta, GA. 

Key Responsibilities: 

1.      Franchisee Support: 

o   Serve as a primary point of contact for franchisees, addressing their operational queries, concerns, and requests promptly. 

o   Collaborate with franchisees to enhance their understanding of brand standards, policies, and procedures. 

o   Facilitate training sessions and workshops to ensure consistent implementation of operational guidelines. 

2.      Integration and Process Improvement: 

o   Develop and implement strategies to integrate new franchise locations seamlessly into our existing system. 

o   Work closely with cross-functional teams (including marketing, finance, and supply chain) to align processes and systems. 

o   Identify operational bottlenecks and propose solutions to enhance efficiency and profitability. 

o   Monitor compliance with operational standards and recommend adjustments as needed. 

3.      Rollout and Initiative Ownership: 

o   Lead the execution of new initiatives, menu changes, and process enhancements across franchise locations. 

o   Collaborate with corporate teams to plan and execute successful rollouts. 

o   Ensure timely communication to franchisees regarding upcoming changes and provide necessary training and resources. 

o   Track the progress of initiatives and address any challenges during implementation. 

4.      Performance Analysis: 

o   Analyze key performance metrics (such as sales, customer satisfaction, and operational costs) across franchise locations. 

o   Provide actionable insights to franchisees to optimize their operations. 

o   Collaborate with franchisees to create action plans for improvement. 

5.      Quality Assurance: 

o   Conduct regular audits of franchise locations to ensure adherence to brand standards. 

o   Address any deviations promptly and work with franchisees to rectify issues. 

o   Champion quality control initiatives to maintain consistency in food quality, service, and cleanliness. 

6.      Communication and Training: 

o   Develop and deliver training programs for franchisees and their staff. 

o   Foster open communication channels between corporate headquarters and franchisees. 

o   Keep franchisees informed about operational updates, marketing campaigns, and industry trends. 

7.      Relationship Building: 

o   Cultivate strong relationships with franchisees, understanding their unique challenges and opportunities. 

o   Act as a liaison between franchisees and corporate leadership. 

o   Collaborate with franchise advisory boards to gather feedback and drive continuous improvement. 



·       Bachelor’s degree in Business Administration, Hospitality Management, or related field. (preferred) 

·       Minimum of 5 years of experience in restaurant operations, preferably within a franchise environment. 

·       Strong project management skills and ability to lead cross-functional teams. 

·       Excellent communication, negotiation, and conflict resolution abilities. 

·       Proficiency in analyzing data and making data-driven decisions. 

·       Passion for the restaurant industry and a customer-centric mindset. 



·       Travel related to initiative implementation. 

Walk-On's Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 


Additional Details

Date posted: 03/25/2024

Location: Atlanta, GA

Contact: Kendall Ware

Phone: 2144580372

Email: kendall.ware@walk-ons.com

Prefer: email

Company Name: Walk-On's Sports Bistreaux


Walk-On's Sports Bistreaux, celebrated as the #1 Sports Bar in America by ESPN, is a nationally recognized restaurant and sports bar that brings together the love of food, sports, and community. Concepted on the back of a napkin by LSU walk-on basketball players Brandon Landry and Jack Warner, Walk-On's Sports Bistreaux opened its doors in 2003 in Baton Rouge, Louisiana, right in LSU's backyard. With a winning culture inspired by the grit, hustle and true spirit of a college walk-on, the brand has become a beloved destination for sports enthusiasts, families, and friends to celebrate any occasion. The menu boasts scratch-made dishes including hand-patted burgers, sandwiches, seafood, and Louisiana favorites, paired with a wide selection of unique cocktails and beers. Walk-On's, grounded in genuine Louisiana hospitality, ensures that guests feel right at home the moment they step into the restaurant. Entering its 20th year with nearly 100 restaurants in the U.S., Walk-On's is accelerating nationwide expansion – ranked #1 by Entrepreneur for Top New Franchise and consistently ranking in Top 500 lists for Restaurant Business, Entrepreneur, Franchise Times, and Nation's Restaurant News. Walk-On's success and growth are a testament to its passionate franchise partners, including renowned athletes in co-owner Drew Brees, as well as franchisee's Dak Prescott, Hall of Famer Derrick Brooks, and football coach Dabo Swinney.