This role is pivotal in driving operational performance, strategic innovation, and scalable growth across international markets for Papa Johns. It focuses on executing operational excellence projects, delivering impactful programs, and leveraging customer experience data to enhance performance.The position ensures brand‑compliant processes, streamlined operations, and improved operating standards through data‑driven decision‑making, ultimately supporting franchisee success and superior customer experiences.1. Strategic Leadership & Business Impact Define and execute the operational excellence strategy aligned with business goals, brand positioning, and growth plans. Provide strategic advice, translating business challenges into operational solutions that drive performance and profitability. Lead cross-functional steering groups to prioritize and govern key transformation initiatives. Act as the Project lead on key company level operational initiatives. 2. Operational Excellence & Project Execution Design, deploy, and execute operational excellence projects across international markets with measurable impact on efficiency, quality, and profitability. Drive process optimization to reduce complexity, improve throughput, and enhance consistency in restaurant operations. Lead operational readiness for new market entry and expansion, including project planning, execution, and post‑launch reviews. Continuous Improvement Own the development and deployment of standardized operating procedures across all stores to ensure efficiency, consistency, and scalability Implement continuous improvement frameworks to improve speed of service, cost control, quality, and employee productivity Identify operational friction points in-store, delivering solutions through innovation, tech, or process redesign. 3. Customer Experience & Data Utilization Use customer experience data (e.g., OSAT, SMG, complaints, delivery metrics) to identify gaps and drive improvement. Establish benchmarking and reporting systems to track operational KPIs and CX across markets; share actionable insights. Prioritize initiatives based on quantified impact to guest satisfaction and unit economics. 4. Innovation & Brand Compliance Own Ops innovation testing and implementation—from equipment to time‑and‑motion studies—to drive continuous improvement. Build and deliver key tools for market innovation implementation. Support new product development (incl. SER process and approvals) and ensure seamless operational integration. Ensure operational processes adhere to brand standards while adapting effectively to local market needs. Serve as operations POC for new product and menu launches—ensuring process feasibility, kitchen flow efficiency, and frontline readiness. Collaborate with R&D, Marketing, and Supply Chain to operationalize menu innovations, balancing speed, quality, and cost-efficiency. Lead pilot testing, gather feedback, and optimize execution before national rollouts. 5. Technology & Digital Enablement Champion digital tools that improve efficiency and customer engagement; scale proven solutions with regional teams. Collaborate with North America to localize global initiatives and ensure cultural fit in each region. 6. Stakeholder Engagement & Accountability Build strong relationships with franchise partners; provide guidance and support to optimize performance. Define success measures and ROI for brand projects; hold stakeholders accountable through structured governance. 7. Brand Standards & Operational Consistency Develop tools and resources that allow the drive the adherence of brand standards across company-owned and franchised stores, liaising with the Global operations Tiger Teams. Partner with QA, Marketing, R&D and Training teams to align operations with brand experience, menu strategy, and customer service expectations. Oversee and steward the communications and guidance on operational procedures and brand standards communication to stores. 8. Training, Culture & Capability Building Lead the implementation of training programs focused on operational excellence, including onboarding, leadership development, and continuous learning. Build tools to drive performance and foster a culture of excellence. 9. Project & Change Management Lead end-to-end delivery of complex, cross-functional projects such as store, digital ops rollouts, and ops excellence initiatives Develop project charters, business cases, and implementation plans that align with timelines and ROI expectations. Ensure change initiatives are well-communicated, locally adaptable, and embedded through strong change management practices. Serve as the governance lead for UK operation process changes and manual updates.Functional Skills: Confident leadership acumen with the ability to set a clear and compelling vision. Excellent analytical and problem-solving skills. Ability to manage and lead cross-functional teams to peak performance. Pace & Flex: An ability to deliver business outcomes at pace. Strong project management skills. Excellent verbal and written communication skills. Education, Experience & Certifications Essential Proven experience as an Operational Excellence Manager or similar role. Proficiency with Microsoft Office suite preferred. BSc/BA in Business Administration, Engineering, or related field. Experience in managing budgets. Desirable Lean Six Sigma Black Belt certification. Proficiency in using project management systems. Experience with LMS or LXP/CMS/LRS platforms.
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