National Director of Operations
Bon Appétit Management Company, Sunnyvale, CA, United States
Position Title
National Director of Operations
Job Summary The National Director of Operations is a pivotal leadership role responsible for overseeing all strategic operations across multiple locations. Reporting directly to the VP of Hospitality, the Director will supervise and guide the site operational teams to ensure seamless execution of operational strategies and coordinate all activities within the assigned region through on‑site managers and directors. The role demands monitoring ongoing operations, negotiating as necessary, and ensuring the highest levels of client and customer satisfaction, account retention, and employee relations. The National Director of Operations will also play a key role in achieving and formulating future business growth plans.
Responsibilities
National Oversight & Client Relations
Develop and implement strategic plans to optimize operational efficiency and achieve organizational goals across all sites.
Oversee the account’s operations, including management of on‑site leadership.
Implement best practices and standards to optimize productivity, quality, and customer satisfaction across all service areas.
Maintain and support client satisfaction at a level that ensures account retention.
Ensure that all employees demonstrate a spontaneous hospitality toward customers and clients.
Promote client awareness of program alternatives and the availability of corporate resources.
Assist in developing and/or monitoring the unit business plan and reporting to clients as needed.
Collaborate closely with national team members to develop and execute operational initiatives that drive efficiency, consistency, and excellence across all regions.
Implement and monitor operational processes, policies, and procedures to ensure compliance with regulatory standards and deliver exceptional customer experiences.
Operational Excellence: responsible for implantation and effectiveness of programs in each site.
Recognize the importance of effective leadership in meeting the targets set forth in the account’s performance plan.
Develop, monitor, and manage budgets in collaboration with site DOOs, ensuring financial targets are met while maintaining fiscal discipline.
Recognize the need for and demonstrate good communication and listening skills with clients, customers, and employees.
Visit each site and selected accounts on a regular basis to ensure a sharing and exchange of ideas and experiences.
Operational Documentation: maintain detailed operational documentation, including procedures, policies, and best practices.
Metric Gathering: collect and analyze operational metrics to track performance and identify areas for improvement.
Leadership Presentations: prepare and deliver leadership presentations on operational performance and strategic initiatives.
Operational Leadership and Safety Management: provide guidance, mentorship, and direction to Directors of Operations (DOOs) at each site, fostering a culture of excellence and accountability.
Quality Control: ensure the highest standards of quality, sanitation, and food safety are always maintained across all service areas.
Emergency Coverage: assume responsibility for the entire operation in the absence of the General Manager, making executive decisions following the client’s culture, Health Department regulations, and Compass standards.
Responsible for productivity and staffing that is appropriate to the account(s).
Participate in the human resource planning process to support implementation of human resource strategies and tactics, including proper staffing levels.
Responsible for selection of management personnel, as required.
In conjunction with Human Resources develop the region’s training plan for management employees and ensure its successful implementation.
Development and Retention: maintain a positive employee relations environment with a strong focus on employee development and retention strategies.
Safety Culture and Team Safety: promote a robust safety culture and create an environment where team members are empowered to promptly report safety concerns, near‑misses, and incidents.
Efficiency Enhancement & Innovation: develop and implement plans and processes to improve operational efficiencies, streamline workflows, and enhance the overall efficiency of the operation.
Customer Satisfaction: work towards enhancing hospitality and client satisfaction scores by fostering a culture of exceptional service and client engagement.
Financial Performance: optimize financial performance through budget management, cost control, and revenue generation strategies.
Industry Trends: proactively identify and stay updated on industry trends, emerging technologies, and best practices in the food‑service industry.
Technology Adoption: research and evaluate innovative technologies that can be applied to improve operations and enhance the customer experience.
Compliance – Guideline Adherence: ensure strict adherence to company guidelines, program standards, and account‑specific KPIs.
Regulatory Compliance: stay informed about and adhere to Health Department regulations and other relevant legal and regulatory standards.
Additional Responsibilities – Standards and Initiatives: contribute to the development and implementation of National account program standards and strategic initiatives.
Regional Account Sites: be prepared to travel up to 20% of the time to regional account sites, as needed, to provide hands‑on leadership and support to ensure consistent operational excellence.
Multi‑Site Leadership: provide leadership support to additional site locations, including sister companies or sub‑contracted entities within the account portfolio.
Qualifications
Education: Minimum of four (4) years of college education; bachelor’s degree in Hotel/Restaurant Management preferred.
Experience: Previous hotel‑related experience, progressive management experience in food and beverage operations, minimum of 8 years supervisory experience.
Demonstrated ability to make decisions and solve problems with minimal guidance, balancing the needs of the customer and company for positive outcomes.
Executive‑level presence with effective written and verbal communication skills.
Strong organizational skills with the ability to handle multiple tasks and priorities effectively.
Proficiency with Microsoft Word, Excel, and PowerPoint.
Strong passion for great food.
General culinary knowledge of basic kitchen practices, protocols, and procedures.
Equal Employment Opportunity Statement Compass Group is an equal‑opportunity employer. At Compass, we are committed to treating all applicants and associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position; the company reserves the right to modify or change the essential functions based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. Certain positions may require Florida Level 2 background screening.
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Job Summary The National Director of Operations is a pivotal leadership role responsible for overseeing all strategic operations across multiple locations. Reporting directly to the VP of Hospitality, the Director will supervise and guide the site operational teams to ensure seamless execution of operational strategies and coordinate all activities within the assigned region through on‑site managers and directors. The role demands monitoring ongoing operations, negotiating as necessary, and ensuring the highest levels of client and customer satisfaction, account retention, and employee relations. The National Director of Operations will also play a key role in achieving and formulating future business growth plans.
Responsibilities
National Oversight & Client Relations
Develop and implement strategic plans to optimize operational efficiency and achieve organizational goals across all sites.
Oversee the account’s operations, including management of on‑site leadership.
Implement best practices and standards to optimize productivity, quality, and customer satisfaction across all service areas.
Maintain and support client satisfaction at a level that ensures account retention.
Ensure that all employees demonstrate a spontaneous hospitality toward customers and clients.
Promote client awareness of program alternatives and the availability of corporate resources.
Assist in developing and/or monitoring the unit business plan and reporting to clients as needed.
Collaborate closely with national team members to develop and execute operational initiatives that drive efficiency, consistency, and excellence across all regions.
Implement and monitor operational processes, policies, and procedures to ensure compliance with regulatory standards and deliver exceptional customer experiences.
Operational Excellence: responsible for implantation and effectiveness of programs in each site.
Recognize the importance of effective leadership in meeting the targets set forth in the account’s performance plan.
Develop, monitor, and manage budgets in collaboration with site DOOs, ensuring financial targets are met while maintaining fiscal discipline.
Recognize the need for and demonstrate good communication and listening skills with clients, customers, and employees.
Visit each site and selected accounts on a regular basis to ensure a sharing and exchange of ideas and experiences.
Operational Documentation: maintain detailed operational documentation, including procedures, policies, and best practices.
Metric Gathering: collect and analyze operational metrics to track performance and identify areas for improvement.
Leadership Presentations: prepare and deliver leadership presentations on operational performance and strategic initiatives.
Operational Leadership and Safety Management: provide guidance, mentorship, and direction to Directors of Operations (DOOs) at each site, fostering a culture of excellence and accountability.
Quality Control: ensure the highest standards of quality, sanitation, and food safety are always maintained across all service areas.
Emergency Coverage: assume responsibility for the entire operation in the absence of the General Manager, making executive decisions following the client’s culture, Health Department regulations, and Compass standards.
Responsible for productivity and staffing that is appropriate to the account(s).
Participate in the human resource planning process to support implementation of human resource strategies and tactics, including proper staffing levels.
Responsible for selection of management personnel, as required.
In conjunction with Human Resources develop the region’s training plan for management employees and ensure its successful implementation.
Development and Retention: maintain a positive employee relations environment with a strong focus on employee development and retention strategies.
Safety Culture and Team Safety: promote a robust safety culture and create an environment where team members are empowered to promptly report safety concerns, near‑misses, and incidents.
Efficiency Enhancement & Innovation: develop and implement plans and processes to improve operational efficiencies, streamline workflows, and enhance the overall efficiency of the operation.
Customer Satisfaction: work towards enhancing hospitality and client satisfaction scores by fostering a culture of exceptional service and client engagement.
Financial Performance: optimize financial performance through budget management, cost control, and revenue generation strategies.
Industry Trends: proactively identify and stay updated on industry trends, emerging technologies, and best practices in the food‑service industry.
Technology Adoption: research and evaluate innovative technologies that can be applied to improve operations and enhance the customer experience.
Compliance – Guideline Adherence: ensure strict adherence to company guidelines, program standards, and account‑specific KPIs.
Regulatory Compliance: stay informed about and adhere to Health Department regulations and other relevant legal and regulatory standards.
Additional Responsibilities – Standards and Initiatives: contribute to the development and implementation of National account program standards and strategic initiatives.
Regional Account Sites: be prepared to travel up to 20% of the time to regional account sites, as needed, to provide hands‑on leadership and support to ensure consistent operational excellence.
Multi‑Site Leadership: provide leadership support to additional site locations, including sister companies or sub‑contracted entities within the account portfolio.
Qualifications
Education: Minimum of four (4) years of college education; bachelor’s degree in Hotel/Restaurant Management preferred.
Experience: Previous hotel‑related experience, progressive management experience in food and beverage operations, minimum of 8 years supervisory experience.
Demonstrated ability to make decisions and solve problems with minimal guidance, balancing the needs of the customer and company for positive outcomes.
Executive‑level presence with effective written and verbal communication skills.
Strong organizational skills with the ability to handle multiple tasks and priorities effectively.
Proficiency with Microsoft Word, Excel, and PowerPoint.
Strong passion for great food.
General culinary knowledge of basic kitchen practices, protocols, and procedures.
Equal Employment Opportunity Statement Compass Group is an equal‑opportunity employer. At Compass, we are committed to treating all applicants and associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. This job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position; the company reserves the right to modify or change the essential functions based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. Certain positions may require Florida Level 2 background screening.
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