​​Role and Responsibilities​ 

Execution Readiness & Field Validation 

• Lead ICR brand-level pilots, tests, and readiness assessments to ensure all initiatives, standards, and systems are execution-ready before deployment. 

• Identify gaps early, partner cross-functionally to resolve them, and prevent rework post-launch. 

Operator Voice & Field Advocacy 

• Serve as the primary conduit between operators and the support center, ensuring field needs and realities shape enterprise priorities. 

• Represent the brand perspective with the Director of Ops Services and the Brand SVP of Operations, influencing sequencing, deployment, and system design. 

Prioritization & Friction Removal 

• Identify brand-level friction points and drive resolution across Tech, Product, HR, Training, and Operations. 

• Recommend prioritization of initiatives based on field impact, operator capacity, and alignment with the ICR Operating System. 

Cross-Functional Leadership 

• Partner with Tech, Product, Analytics, HR, Training, Risk, and Supply Chain to ensure solutions are usable, practical, and aligned to brand-specific needs. 

• Work with Strategic Activation to ensure improvements, SOPs, and updates land clearly and consistently in the field. 

• Lead and manage cross-functional project work in Asana, including milestone alignment, status updates, issue tracking, and project calls to ensure execution readiness and on-time delivery. 

ICR Operating System Alignment 

• Ensure brand execution aligns with the ICR Operating System (Focused Approach, Brand Performance Programs, Service Excellence). 

• Provide brand-level insights that help evolve and strengthen the Operating System. 

Field Enablement & Adoption 

• Create or refine playbooks, job aids, and communication tools to support adoption. 

• Support RVPs, GMs, and field teams through field visits, coaching, and deployment assistance as needed. 

Performance & Continuous Improvement 

• Partner with Analytics to translate field performance insights into actionable solutions. 

• Drive continuous improvement cycles, measuring the impact on execution, team experience, and guest satisfaction. 

​​EDUCATION & EXPERIENCE 

• ​7–10 years of progressive multi-unit restaurant operations experience (DM-level or equivalent strongly preferred) 

• ​Proven ability to lead brand-level operational initiatives and deliver measurable performance impact 

• ​Strong credibility with field leaders and above-store operators 

• ​Exceptional communication and influence skills; able to bridge brand and enterprise priorities 

• ​Willingness to travel extensively (~60%) 

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​ABILITIES 

• ​Strategic thinker with the ability to lead while making decisions and solving problems. 

• ​Excellent interpersonal, oral, and writing skills. 

• ​Strong project management skills and ability to manage against established timelines and deliverables. 

• ​Strong technical skills in Microsoft Office products, including Excel, PowerPoint, and Outlook or equivalent. 

• ​Ability to build and maintain strong working relationships with field teams, support center partners, and vendors.​ 

Environmental & Working Conditions 

• Normal internal support center working environment 

• Travel extensively (~60%)