The Associate Manager, Operations Performance drives insights, analytics, and improvement strategies across the business related to restaurant operations. This role is critical in the development and improvement of KFCs customer experience (CX) journey, operations efficiency, and restaurant culture.Key Responsibilities: (includes but not limited to):Lead the CX strategy, including formulating, aligning, and implementing initiatives that drive improved overall guest satisfaction. Manage the customer recovery program, including Owning the vendor relationship, Providing guidance and resolution on escalated CX issues, Driving higher customer recovery and retention. Provide mentorship and guidance related to CX insights and analytics to existing CX resources, the Operations function, and the KFC Canada business overall. Develop, deliver, and improve Operations reporting initiatives, including Best on Block (BOB) restaurant scorecard metrics, Periodic Key Performance Indicators (KPIs), One-System Operations reporting program. Drive franchisee adoption and accountability to Operations Performance programs through strong working relationships with key stakeholders.Travel on an occasional basis (less than 25% of time)Key Qualifications:Education/Certifications: Required: High school diploma or equivalent; preferred: post-secondary degree or higher.5 or more years of experience in Restaurant Operations or related fieldIn-depth knowledge and expertise in customer and operations improvement best practicesPassion for restaurant operations performance and improvementEffective communication skills across audiences of varying seniorityAbility to formulate and execute large-scale strategic initiativesAbility to collaboratively lead cross-functional teamsAbility to analyze data, draw meaningful insights, and drive action against those insightsProficiency in Microsoft Office suite of products, particularly Word, PowerPoint, and ExcelPrior experience with Yum! Brands or other QSR brands would be considered an asset Understanding of project management basics would be considered an asset Advanced language proficiency in French would be considered an assetBenefits:Hybrid work modelPaid Vacation days plus additional YUM! paid holidaysEAP Programs available to families as well Comprehensive benefits packageLife insurance, disability and wellness programsRetirement savings programs including RRSP and DPSP with employer contributionAnnual Performance BonusEducation reimbursement for employeesEmployee referral programWhat makes KFC a great place to work?Our People. We invest in people capability above all else, with a proven track record of developing internal talent to leadership levels across the business both in Canada and globally. We want people with smart, heart and courage that have the opportunity to not just make impact today but to become leaders of the future.Our Culture. We are known for a culture that rewards and recognizes great effort, big or small, and provides the work-life balance that is so important to staying inspired and engaged. We don`t just say it, we mean it every Friday is a half day at KFC Canada! We will focus on your personal development as much as your professional development to ensure you can bring your best self to work.KFC, part of Yum! Brands, is the world's most popular chicken chain and every day, we serve more than 12 million customers in more than 45,000 restaurants around the world. Our commitment to great food and service is the same commitment Colonel Harland Sanders had when he founded the concept more than 55 years ago, and that's why KFC remains the worldwide leader in the category.KFC Canada is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. KFC Canada encourages applications from all qualified candidates. Contact yumcareers@yum.com if you need accommodation at any stage of the application process or want more information on our accommodation policies.
Job Title
Associate Manager, Operations Performance