Manager, Field Operations

ZFL Zaxbys Franchising LLC; Tennessee; On-site; USD 84,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Company-Paid Disability, Critical Illn

401K with Company Match

50% Off Meal Discount at Company-Owned

Parental Leave

Child Care Assistance

Education Assistance Program

PTO and 9 Company Holidays + 2Floating

Job summary

Zaxby’s Franchising LLC is seeking a Field Operations Manager to lead and develop a team of Operations Consultants across Tennessee, Kentucky, and Indiana. This field-based role translates priorities into clear expectations, coaches teams to improve restaurant performance, and protects brand integrity through disciplined execution.

You will spend significant time in the field, review data and scorecards, and partner with franchisees and Support Center teams to drive sustainable results and

Qualifications

• 5+ years of related experience in restaurant operations, finance, business, training and/or leadership
• Previous experience in a business consultant role, in a multi-restaurant setting, and/or above-store management
• Must attain and maintain ServSafe certification

Responsibilities

• Lead, coach, and develop assigned Operations Consultants with regular one-on-ones and field observations.
• Evaluate consulting effectiveness, operational knowledge, and execution of brand standards; provide timely coaching.
• Ensure Consultants execute core field responsibilities, including hub trainings, restaurant visits, and support for underperforming locations.
• Review performance data, scorecards, inspection results, and root-cause analysis to guide support.
• Protect brand integrity; address inspections and critical operational issues; escalate when needed.
• Coach consultants for store visits and meetings; translate observations into actionable recommendations.
• Maintain documentation and records in current system; track SMART goals and action plans.
• Coordinate rolling calendars and balanced schedules for field visits and admin tasks.
• Review regional scorecards and reports for accuracy and insight; reinforce ownership of results.
• Develop consultant capability in P&L literacy, business acumen, and key metrics influence.
• Build a unified Field Operations team culture grounded in trust and accountability.
• Partner with franchisees and above-store leaders to strengthen relationships and drive improvement.
• Coordinate cross-functional support to improve restaurant and franchisee results.
• Communicate performance, trends, risks, and opportunities with leadership.
• Keep Consultants current on system changes, tools, and procedures; train stakeholders accordingly.
• Promote consistent execution of Field Operations standards across markets.

Skills

People leadership

Business acumen

Performance management

Consulting and influence

Communication

Problem solving

Collaboration

Execution and accountability

Continuous improvement

MS Word & Excel

Education

Bachelor's degree in Business/Management or related field

Equivalent combination of education & experience

Tools

Microsoft Word

Microsoft Excel

Job description

*** THIS ROLE WILL SUPPORT THE TENNESSEE/ KENTUCKY/INDIANA REGIONS ***

The Field Operations Manager is a field-based people leader responsible for the performance, development, and consistent execution of an assigned team of Operations Consultants. The Manager translates Field Operations priorities into clear expectations, coaches Consultants to improve restaurant performance and protect brand integrity, and ensures disciplined execution across assigned restaurant portfolios. Through regular field observation, performance analysis, and partnership with franchisees, above-store leaders, and Support Center teams, this role strengthens Consultant capability, drives accountability, and advances sustainable business results.

As we continue to grow, our strategies have set us up for success to be the top offering in Chicken Fingerz, Boneless Wings, and Zalads. We’d love to have you as part of our team!

Benefits Include

• Medical, Dental, and Vision Insurance
• Company-Paid Disability, Critical Illness, and Basic Life Insurance
• 401K with Company Match
• 50% Off Meal Discount at Company-Owned Locations
• Parental Leave
• Child Care Assistance
• Education Assistance Program
• PTO and 9 Company Holidays + 2 Floating Holidays

ESSENTIAL JOB FUNCTIONS

Essential duties may include but are not limited to the following:

• Lead, coach, and develop assigned Operations Consultants through regular one-on-ones, field observations, feedback, and development planning; establish clear expectations and reinforce accountability for results
• Spend significant time in the field alongside Operations Consultants to evaluate consulting effectiveness, operational knowledge, interpersonal skills, and execution of brand standards; provide timely coaching and follow-up
• Ensure Consultants execute core field responsibilities consistently, including shoulder-to-shoulder hub trainings, quarterly restaurant visit cadence, increased support for underperforming locations, and company-wide initiatives
• Review regional and restaurant performance data, scorecards, inspection results, and root-cause analysis to identify trends, prioritize support, and direct Consultant activity toward the highest-impact opportunities
• Hold Consultants accountable for protecting brand integrity, including timely follow-up on Steritech, RER, food safety inspection failures, and other critical operational issues; escalated and act when circumstances require
• Coach Consultants to prepare effectively for store visits and meetings, use the appropriate consulting approach for each situation, and translate observations and performance data into clear, actionable recommendations
• Review the quality and timeliness of Consultant documentation, including SMART goals, visit recaps, action plans, project submissions, and structured follow-up; ensure required materials are maintained in the ZDrive or current records system
• Guide Consultants in maintaining accurate rolling 30-day calendars and balanced schedules that support field visits, trainings, administrative responsibilities, meetings, and follow-up commitments
• Review bi-weekly regional scorecard communications and other performance reporting for accuracy, insight, and clear written analysis; use reporting to reinforce ownership of business results
• Develop Consultant capability in P&L literacy, business acumen, operational systems, and the use of key guest service and business metrics to influence restaurant performance
• Build a strong, unified Field Operations team culture grounded in trust, mutual accountability, collaboration, brand values, and a bias toward action
• Partner with franchisees and above-store leaders as appropriate to strengthen relationships, address complex performance issues, reinforce expectations, and support sustained operational improvement
• Coordinate cross-functional support from Design & Construction, Training, Ops Services, Menu Innovation, Marketing, IT, and other Support Center teams when needed to improve restaurant and franchisee results
• Maintain open communication with the Director, Field Operations and other Operations leaders regarding team performance, market trends, emerging risks, resource needs, and opportunities for recognition and development
• Ensure Consultants remain current on operational system changes, programs, tools, and procedures and are prepared to train, communicate, and reinforce updates with franchisees and restaurant leaders
• Promote consistent execution of Field Operations standards across markets by sharing best practices, collaborating with peer Field Operations Managers, and supporting continuous improvement across the department
• Demonstrate Zaxby’s brand values and culture through personal leadership, sound judgment, professional representation, and consistent support of team members, franchisees, and cross-functional partners

KEY COMPETENCIES

• People leadership: demonstrated ability to coach, mentor, develop, and hold field-based team members accountable for performance and professional growth
• Business acumen: strong understanding of restaurant operations, brand standards, performance metrics, and restaurant-level P&L drivers; ability to connect data to operational action
• Performance management: ability to identify trends, diagnose root causes, set priorities, establish clear expectations, and follow through to measurable results
• Consulting and influence: strong negotiation, persuasion, facilitation, and relationship-management skills; ability to adapt among directive, supportive, coaching, and collaborative approaches
• Communication: strong written and verbal communication, public speaking, and presentation skills; ability to deliver clear, compelling messages to team members, franchisees, and above-store leaders
• Problem solving and decision quality: ability to assess the big picture, manage conflict, make sound decisions, and act with appropriate urgency in critical situations
• Collaboration: ability to build trust and productive partnerships across Field Operations, franchise organizations, and Support Center departments
• Execution and accountability: organized, dependable, flexible, and results-oriented with strong follow-through on commitments, deadlines, documentation, and field priorities
• Continuous improvement: resourceful and proactive in identifying opportunities to improve team effectiveness, restaurant performance, and Field Operations processes
• Proficiency in Microsoft Word and Microsoft Excel and ability to effectively use current reporting, calendar, and records-management systems
• Working knowledge of applicable state and federal workplace health and safety regulations
• Must attain and maintain ServSafe certification

EDUCATION AND EXPERIENCE GUIDELINES

• Education: Bachelor’s degree in Business/Management or related field; OR equivalent combination of education and experience
• Experience: 5+ years of related experience and/or training in restaurant operations, finance, business, training and/or leadership; previous experience in business consultant role, in multi-restaurant setting, and/or above-store management with a demonstrated track record of sustained above-store performance

PAY RANGE:

$84,000 - $100,000

Zaxby’s Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state, or local law.