Director, Retail Operations - Rochester, NY

About the position

The Director, Retail Operations is responsible for delivering world-class execution of Panera operational expectations in the bakery-cafes by translating brand objectives to cafes and associates. This role requires acting like an owner, leading and developing leaders to deliver great experiences to associates and guests, building trust and loyalty, and creating market value through growing sales and delivering profit growth. The position involves creating and executing market strategies to achieve Panera standards for guest service, operating systems, profitability, new unit growth, food quality and safety, and people development. This role is also responsible for achieving key business results by coaching, developing, and holding cafe management teams accountable for execution against standards and processes. The Director will act as a subject matter expert (SME) on Panera’s operating systems and their application within the market, championing the implementation and sustained management of new products, processes, and programs. Collaboration with cross-functional market and region-level support (Operations, HR, business development) is crucial for driving business results and ensuring discipline around channel execution. The role ensures that cafe management teams practice the right processes and behaviors to meet market goals and protect Panera’s brand identity and purpose. People development is a key aspect, focusing on unlocking and building the capabilities and performance of cafe management teams through Panera’s Guiding Values and people practices, including recruitment, selection, DE&I, compensation, development/training, performance management, coaching, and succession planning. A market People strategy will be created to maintain a pipeline of talent for growth and talent needs, continually elevating employee performance and capability. Brand protection and validation involve ensuring cafes comply with all operational standards, policies, and federal and state employment laws related to employment, food, and workplace safety. The role also ensures cafes foster an inclusive and engaging work environment free of discrimination and harassment.

Responsibilities

• Creating the strategy and vision for the market to achieve the execution of all Panera standards for guest service, marked-wide operating systems, profitability, new unit growth, food quality and safety, and people development.
• Achieving key business results and growing the business through coaching, development, and accountability of cafe management teams for the execution against these standards and processes.
• Effectively understanding, applying, and communicating the business’ priorities, and acting as an SME of Panera’s operating systems, and the application throughout the market.
• Championing the achievement of results through collaboration, communication, and implementation and sustained management of all new products, processes, and programs.
• Partnering cross-functionally with market and region-level support (Operations, HR, business development, etc.) to create discipline around channel execution by providing resources and supporting cafes that ultimately drive business results.
• Ensuring that the right processes and behaviors are practiced by each cafe’s management team to deliver on the market’s established goals and to protect Panera’s brand identity and purpose.
• Unlocking and building the capabilities and performance of cafe management teams demonstrated through Panera’s Guiding Values and our people practices (recruitment, selection, DE&I, compensation, development/training, performance management and coaching, succession planning).
• Creating the market’s People strategy and maintaining a pipeline of talent to support the growth and talent needs within the market, to continually elevate employee performance and capability.
• Ensuring the cafes comply with all established operational standards, policies, and federal and state employment laws, around employment and food and workplace safety.
• Ensuring cafes foster and maintain an inclusive and engaging work environment where every associate can show up authentically, free of discrimination and harassment.

Requirements

• Firm understanding of business outcomes (sales drivers, profit drivers, reading P&L and financial reports).
• Excellent communication skills and can leverage these skills to influence others.
• Self-motivated and can plan, prioritize, schedule, and manage a market-wide calendar.
• Ability to build high performing teams through selection, coaching and development.
• Strong coaching skills to continuously develop a team of managers.
• Motivational and can inspire teams to perform at a high level, create role clarity and hold leaders at different organization levels accountable.
• Proficient with Microsoft Office (Outlook, Work, Excel, PowerPoint, etc.), internet-based and complete other basic computer functions.
• Strong work ethic, with the ability to work long and unusual hours.

Nice-to-haves

• Multi-unit experience or related experience preferred, but not required.
• Some college education/certification or related experience preferred, but not required.

Benefits

• Competitive compensation and benefits packages