Regional Director, Operations

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.

We have an exciting opportunity available for a Regional Director, Operations located in the Burlington or Greater Toronto Area.   This role will independently provide enterprise-level operational leadership of one of two franchisee regions in Canada. Each region represents several districts with approximately 40 restaurants per district, and multi-million dollar revenue through service fees. Utilize deep knowledge of restaurant operations and staff resources to provide growth-focused guidance, performance coaching and accountability to Operations team and franchisees, in order to achieve measurable short and long-term results aligned to the company’s Strategic Imperatives and the 10x30 plan.  Ensure compliance with Company policies and system standards while driving sustained sales growth, transaction momentum, and franchisee profitability.  Develop staff to meet current and future needs of the company with an emphasis on enterprise mindset, accountability and execution discipline.  Gain and maintain support of key franchisee leadership in achieving their goals and advancing system-wide growth priorities. 

Key Accountabilities Include:

Development, communication and execution of plans and strategies.

• Participate in the development of Operations’ business plan (rolling 1, 2 and 3 year plan) with global Operations senior management team during Operations leadership strategic planning meetings  and ensure regional priorities clearly align to enterprise growth objectives and the short and long term brand strategy.    
• Based upon the U.S./Canada Operations strategy/business plan, assist in the creation of Operations field teams’ annual performance goals  with explicit linkage to sales growth, transaction performance, and franchisee health.
• Provide guidance and direction to the Operations team in the development and implementation of an integrated business plan within select markets in region  that prioritizes the highest impact growth drivers (i.e., integrated marketing, operations, training, development, and supply chain plan).
• Provide direction to Operations team to ensure franchisees establish disciplined annual business plans with clear growth commitments, reinvestment priorities, and accountability milestones.   Assist in establishing systems and schedules to monitor progress and goal achievement.
• Provide leadership from an Operations perspective in developing and managing marketing performance with a bias toward execution consistency and measurable results through effective partnerships with appropriate departments, vendors and franchisees.
• Represent Operations’ goals and interests and provide input across teams when working on cross-functional problem solving and projects to remove barriers to growth execution.
• 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 company standards while accelerating progress toward regional growth targets.
• Own the overall performance trajectory and health of the regional franchisee portfolio, prioritizing resources and interventions to accelerate growth‑ready franchisees, stabilize underperforming operators, and proactively manage long‑term system risk.

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 and growth commitments.
• When warranted, get directly involved with franchisees on escalated matters that are more complex . including performance gaps that threaten growth, brand standards, or long-term viability. For example, may notify franchisees that they will be issued a default; may make a decision to terminate the franchisee. Respond to customers and franchisees in a timely manner while reinforcing clear expectations and consequences tied to operational standards and growth performance.
• Serve as a firm, fair enterprise leader capable of influencing alignment while decisively addressing non‑compliance or failure to execute agreed growth plans.

Management of Team.

• Continuously coach, support and advise business consultants on driving franchisee results, including:
  • The development and implementation of strategies to assist assigned franchisees in executing staff and management training and professional development that directly support growth and execution discipline..
  • Guidance to franchisees for consistent achievement of optimal shift management, food safety, quality, service, cleanliness, repair and maintenance and atmosphere goals, as foundational enablers of sales and transaction growth.
  • Collaborate with, and provide insightful counsel to position franchisees for optimal financial health with the expectation of continuous improvement and reinvestment readiness
• Hire, build and support a high-performance team of enterprise‑minded Business Consultants with skills that are relevant to the needs of the business. 
• Establish clear direction and performance expectations; monitors progress and results on an ongoing basis with accountability tied to franchisee outcomes, not activity volume.
• Coach employees to develop their skills to lead difficult conversations, challenge franchisees appropriately, and drive sustained improvement.
• Initiate appropriate corrective action  decisively and consistently  in a timely manner.
• Recognize contributions on an ongoing basis; celebrate employee and team accomplishments.
• Create focus on the right priorities, eliminate roadblocks, and provide solutions and support to day-to-day problems for staff that impact growth execution.
• Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality employees.

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 franchisee. Interview existing franchisees to assess same aptitude with respect to possible expansion of their business. Conducts walk-throughs/reviews of potential new real estate sites and provides point of view on feasibility of projects. Provides opinion/sign off on acceptability of franchisees and real estate to the Development Review Committee.

Develop operating budget/profit plan for region. Consistently strive to meet or favorably exceed operating budget while allocating resources toward highest return growth opportunities.

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

The Canadian national base salary range for this position is CAD $155,000-$182,902. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for the same positions across all Canadian locations. Individual pay is determined by job-related skills, work location, and education or experience.

Education/Experience:

• B.A. or B.S. Degree in Business, Restaurant Management or a related field, or equivalent combination of education and work experience. Masters degree in a relevant area, 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.

Skills:

• Strong knowledge and familiarity with the Restaurant Industry and of restaurant operations
• Demonstrated track record of driving sales and transaction growth in complex, franchised or multi‑unit environments.
• Proven ability to influence without authority and lead franchisees through performance change.
• Strong business acumen with the ability to translate data into clear priorities and field execution.
• 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.
• Travel: Travel throughout region on an ongoing basis.  Includes  required Operations Leadership meetings, regional meetings, annual Connect business meetings, district travel, etc. Total travel average of 60% travel throughout the year.

Job requires:

• No food or beverage allergies that would prevent you from tasting or working in and around a Dairy Queen restaurant environment.
• ServeSafe certification.
• Extensive sitting due to business travel in cars and airplanes.

Work Environment:

Most positions located out of our corporate office in Burlington, Ontario will work a hybrid work schedule where you will work 3 collaboration days a week.  Additional in office time may be required to support team/project needs.  

Inclusion & Belonging

We are committed to creating a culture of inclusion and belonging for all who touch DQ. We believe in and commit to fostering a community where employees bring their authentic selves to work, and where we recruit, engage, and retain employees, franchise owners, and suppliers based on qualifications and merit. We strive to maintain an environment where everyone feels welcome.