Director of Operations

Stacked; Barrie; On-site; CAD 125,000 - 150,000; Full time

Job summary

Stacked, one of Canada’s fastest-growing breakfast restaurant brands with 170+ locations, seeks a National Director of Operations. Based in Barrie, Ontario, you will lead operational excellence across provinces, shaping processes and driving continuous improvement in franchising and QSR.

You will mentor franchise owners and BDCs, oversee KPI reporting, vendor relationships, and store performance while traveling as needed to support growth and execution of the company strategy.

Qualifications

• 5+ years of executive-level operations experience in restaurant or QSR franchising.
• Proven ability to lead cross-functional teams and drive KPI-driven improvements.
• Willingness to travel across locations as needed.

Responsibilities

• Strategic Operations Management: develop and implement streamlined processes to boost efficiency.
• Reporting & Data Analysis: oversee KPI tracking and franchise performance insights.
• Customer Support & Communication: align franchisees and corporate teams on service standards.
• Compliance & Quality Control: conduct audits and ensure brand standards across stores.
• Manage development handoff: ensure new franchises meet operational requirements before launch.

Skills

Strategic leadership

Strong communication

Presentation skills

Travel readiness

Tools

Gloria Foods

Microsoft Office

Job description

Stacked is one of Canada's fastest-growing breakfast restaurant brands, with over 170+ locations across the country. We're built on good food, great people, and a commitment to delivering warm, unforgettable guest experiences. Our Head Office is located in Barrie, Ontario.

Job Overview

We are seeking a seasoned and strategic leader with a Director level experience in restaurant operations, QSR and franchising to serve as our National Director of Operations. In this pivotal role, you will drive operational excellence across multiple areas and provinces, ensuring seamless business processes, fostering a culture of continuous improvement, and leading high-performing teams. Your dynamic leadership will shape the strategic direction of our operations, and elevate overall organizational efficiency. This role offers an exciting opportunity to influence key business outcomes and contribute to our growth trajectory through innovative management and proactive problem-solving. If you are an executive leader who thrives in a fast paced, high growth environment we might be looking for you!

Duties and Responsibilities

The duties and responsibilities of this role include, but are not limited to, the following:

1. Strategic Operations Management

• Develop and implement streamlined processes to improve operational efficiency and communication.
• Oversee company-wide operational policies, procedures, and standards, ensuring compliance across all locations.
• Identify and resolve operational inefficiencies in customer support, reporting, technology platforms, and franchise operations.
• Provide high-level support to franchise owners, ensuring they have the tools and resources needed for success.
• Guide, coach and mentor our Business Development Consultants (BDCs) in driving store performance, compliance, and profitability.
• Act as the primary liaison between corporate leadership, franchisees, and operational teams to ensure alignment with company objectives.
• Conduct regular performance reviews, establish KPIs, and provide ongoing training and support to the operations team.

3. Reporting & Data Analysis

• Oversee company-wide KPI tracking and reporting, including sales performance, food costs, voids, and store rankings.
• Analyze year-over-year (YoY) and month-over-month (MoM) data to provide insights that drive strategic decision-making.
• Ensure BDCs and franchise owners receive accurate monthly reports, sales insights, and operational recommendations.
• Develop and refine benchmark comparisons for different store tiers to improve performance tracking.
• Oversee new franchisee onboarding and ensure smooth transitions from development to operations.
• Establish clear expectations and training procedures for new store openings.
• Ensure franchisees have access to essential tools, software, vendor relationships, and operational resources.
• Maintain franchisee contact lists and ensure up-to-date records of all stores.

5. Customer Support & Communication

• Supervise customer support processes, ensuring inquiries, complaints, and escalations are handled efficiently.
• Oversee gift card customer support and Data Candy management.
• Ensure franchisees and corporate teams are aligned on customer service standards and best practices.
• Lead internal communication efforts, including the monthly newsletter and scheduling updates.
• Oversee the management and maintenance of Microsoft Office accounts, including email setup, password resets, and troubleshooting.
• Ensure franchisees are properly onboarded onto Gloria Foods, third-party delivery platforms (Uber Eats, SkipTheDishes, DoorDash), and other operational tools.
• Manage relationships with vendors, ensuring smooth onboarding and service support for franchisees.

7. Compliance & Quality Control

• Conduct regular operational audits to ensure corporate standards are met across all stores.
• Oversee BDC store visits, ensuring consistency in brand execution and adherence to policies.
• Ensure delivery platforms and in-store menus maintain accuracy and alignment with marketing schedules.

Manage development handoff processes, ensuring new franchisees meet operational requirements before launch.

Experience

• 5+ years of executive experience in high growth operational development, in the restaurant industry or QSR, in a franchising model.
• Ability to share both share and accept feedback and turn it into action.
• Strong leadership, communication, and presentation skills.
• Knowledge of adult learning principles and training technologies.
• Ability to travel as needed to different locations.
• High level of comfort working in market.

Job Type: Full-time

Pay: CA$125,000.00-CA$150,000.00 per year