The Ops Associate represents the TOUS les JOURS brand to both franchisees and customers. This role serves as the primary point of contact between franchisees and the company, building and maintaining strong relationships. Through training and setup support for new stores, the Ops Associate helps franchisees open successfully and stabilize operations quickly. This role also identifies strategic stores and enhances operational capabilities through remediation activities.
Job Duties
(Include, but are not limited to, the following)
1. New Store Opening (NSO) Support
Support all operational tasks required for opening new stores.
Under the supervision of the Senior Franchise Business Consultant, understand and assist with all processes involved in new store openings.
Communicate with franchisees in advance according to the NSO process and follow up based on the established timeline.
Monitor store performance after opening to ensure stable operations and communicate directly with franchisees as needed under the guidance of the Senior Franchise Business Consultant.
Develop and continuously update NSO processes to optimize new store openings.
2. Operational Support for Existing Stores
Support overall operational needs through accompanied store visits with the Senior Franchise Business Consultant.
Inspect name tag compliance, promotional material placement, product quality, displays, packaging, and menu board conditions, and conduct on-site training when improvements are needed.
Support various collection and administrative procedures for existing stores.
In collaboration with the Regional Manager, identify stores requiring operational improvements and provide solutions through sales analysis and store environment reviews. Seek guidance from the Senior Franchise Business Consultant (Sr. FBC) as needed.
3. Risk Management
Provide guidance on completing QSC reports to help franchisees assess and improve store conditions.
When customer complaints or operational issues arise, train franchisees on proper response methods and manage escalations as needed, with support from the Senior Franchise Business Consultant (Sr. FBC) or Regional Manager when necessary.
4. Communication
Serve as the communication channel between franchise locations and the company, delivering consistent and comprehensive information regarding marketing initiatives, new products, and company policies.
Communicate actively with internal departments such as Marketing, SCM, Interior Design, and Store Development to understand internal processes and effectively relay information to franchisees.
Requirements
Education: High School Diploma or GED required. Associate’s Degree or relevant training in Hospitality or Business preferred.
Experience: 1+ years of experience in food service, quick service restaurant (QSR), or multi-unit retail industry highly preferred. Leadership experience such as shift leader or supervisory roles is a plus.
Skills:
Basic computer proficiency (MS Office, Email)
Strong verbal and written communication skills
Strong interpersonal skills
Ability to quickly learn operational standards and effectively train others
Other:
Valid driver’s license and reliable transportation required
Willingness to travel regionally for New Store Openings (NSOs) and store visits (up to 75% travel)
