Director of Operations for Paco's Taquerias

DIRECTOR OF OPERATIONS

Company Overview: 

Pacos’ is a leader in the authentic Taco quick-service restaurant industry, renowned for its commitment to quality food and extraordinary customer service. Our corporate team drives these values by developing innovative strategies, processes, and standards that help our restaurants serve customers effectively. We seek a positive and experienced Director of Operations to join our headquarters team and lead operational initiatives that enhance our performance and our restaurant operators' success. 

Position Summary:

The Director of Operations at Paco’s headquarters will oversee, strategize, and implement operational policies and procedures across company divisions and restaurant locations to ensure optimal performance, alignment with Paco’s mission, and operational excellence. This role encompasses strategic planning, cross-departmental collaboration, and guest experience enhancement initiatives. The Director will work closely with senior leadership and field operations to define operational standards and ensure compliance and continuous improvement across all Paco’s locations. 

Position Responsibilities:

Strategy & System Improvement:

• Develop and implement operational strategies to improve efficiency, customer experience, and profitability.

• Analyze current systems and workflows to identify bottlenecks and implement process improvements.

• Establish key performance indicators (KPIs) and benchmarks to measure success and adjust strategies accordingly.

• Collaborate with executives to align operations with company goals and growth plans.

Cross-Functional Collaboration:

• Work closely with other departments (Marketing, Supply Chain, HR, QA) to ensure that operations support marketing campaigns, seasonal promotions, and menu innovations.

• Serves as a liaison between corporate headquarters and restaurant operators to facilitate knowledge sharing and address operational challenges.

• Engage with stakeholders to develop practical policies and protocols that enhance restaurant support. 

Creation of a Standardized Playbook:

• Develop a comprehensive operations playbook outlining policies, procedures, and best practices for all locations.

• Standardize kitchen procedures, front-of-house operations, and customer service protocols.

• Ensure food safety, compliance, and health regulations are met across all locations.

• Implement inventory control, cost management, and vendor relations guidelines.

 Employee Training & Development

• Designed and executed employee training programs for both new hires and existing staff.

• Create leadership development programs for managers and high-potential employees.

• Foster a culture of continuous learning and professional growth.

• Implement performance evaluation systems to track employee progress and effectiveness.

Performance Improvement:

• Implement systems for continuous tracking and analysis of key performance metrics to identify areas for operational efficiencies and improvements.

• Lead initiatives focusing on cost reduction, quality assurance, and enhancing overall restaurant capabilities and service.

• Provide support in the development and deployment of operational training programs for restaurant operators and team members. 

  Crisis Management & Problem-Solving

• Develop contingency plans for potential disruptions (e.g., supply chain issues, staffing shortages, economic downturns).

• Handle customer complaints, operational breakdowns, and urgent crises with effective solutions.

• Maintain compliance with regulatory requirements and ensure risk management policies are enforced.

Quality Control and Compliance: 

• Ensure that company operations adhere to health, safety, and quality standards across all locations, supporting corporate and franchise standards.

• Develop quality assurance processes, measure compliance, and enable sustained adherence to policies.

• Analyze feedback from customer experience metrics and operational evaluations to drive improvements in service delivery. 

Innovation & Technology Implementation

• Identify and integrate new technologies to enhance operational efficiency (e.g., POS systems, mobile ordering, AI-driven inventory tracking).

• Explore menu innovations and operational adjustments based on customer trends and data.

• Implement sustainability initiatives to reduce waste and improve resource management.

• Stay ahead of industry trends and competitor strategies to maintain a competitive edge.

Data-Driven Decision Making:

• Oversee data analysis initiatives to assess operational performance, including food safety compliance, customer satisfaction scores, and resource allocation.

• Ensure effective reporting mechanisms are in place to measure success against KPIs and communicate results with stakeholders. 

Leadership & Culture Development

• Establish a strong leadership culture that promotes accountability and excellence.

• Improve employee engagement, retention, and workplace satisfaction.

• Develop communication frameworks to align corporate leadership with frontline staff.

• Implement incentive and recognition programs to boost employee motivation and performance.

Adjusting Operations for Performance & Profitability

• Continuously assess and optimize cost control measures to improve profitability.

• Streamline supply chain and vendor partnerships to improve efficiency and reduce costs.

• Monitor and adjust labor scheduling and staffing models to balance service quality and labor costs.

• Conduct data-driven decision-making using reports on sales, customer feedback, and operational efficiency.

• Ensure each location meets financial targets through revenue growth strategies and cost-saving initiatives.

Qualifications:

• 5–10+ years in multi-unit restaurant operations

• Strong budgeting experience

• Familiarity with food safety, labor laws, and P&L accountability

• Experience implementing SOPs, training systems, and scaling operations

• Strong knowledge of operational performance metrics and quality assurance principles as applied within the fast-food industry.

• Excellent leadership, coaching, and mentoring skills with a strong emphasis on team development and engagement.

• Superior analytical, problem-solving, and decision-making abilities.

• Exceptional communication skills, adept at presenting to diverse audiences and engaging stakeholders across all levels.

• Passion for Paco’s values and mission, with a commitment to ethical business practices. 

• Ability to integrate AI solutions into workflows to improve efficiency and productivity. 

Key Performance Indicators (KPIs):

Operational Efficiency:

• Average Operational Score: Aggregate score derived from performance metrics across all restaurants, targeting a predefined benchmark.

• Cost of Goods Sold (COGS): Monitor trends and maintain COGS as a percentage of revenue within predetermined limits. 

Financial Performance:

• Restaurant Profit Margins: Analyze profitability metrics across multiple locations to ensure alignment with company targets.

• Sales Performance Growth: Track year-over-year sales growth and assess variances against forecasts and industry benchmarks. 

Customer Experience:

• Customer Satisfaction Index (CSI): Measure and aim for a target score (e.g., 90%+) based on holistic feedback from customer surveys.

• Service Audit Scores: Monitor compliance with operational standards through internal audits, targeting high compliance rates. 

Team Performance:

• Team Engagement Scores: Monitor employee engagement through regular surveys and aim to achieve industry-leading engagement metrics.

• Retention Rates of Key Talent: Track turnover in operational roles, aiming for a year-over-year reduction in turnover rates. 

Compliance Metrics: 

• Health and Safety Compliance Rate

  • Percentage of locations passing health and safety audits, aiming for 100% compliance and compliance training completion rates.

  • Quality Standards Compliance: Monitor adherence to corporate quality assurance measures and reduce incidences of non-compliance. 

Sustainability Initiatives:

• Sustainability Goal Progress:

  • Measure the implementation and success rates of sustainability initiatives with key targets on waste reduction and energy efficiency.

  • Corporate Responsibility Impact: Evaluate programs supporting community involvement and measure outcomes against established objectives. 

Continuous Improvement: 

• The number of Process Improvements Implemented:

  • Track the number of new initiatives proposed and implemented that yield measurable operational improvements.

  • Cycle Time for Operational Changes: Measure the time taken from proposal to implementation of new operational policies or changes.

Compensation and Benefits: 

• Competitive salary with performance-based incentives. 

• Employee discounts. 

• Opportunities for professional growth and development 

Position Reports To: CEO