Description

Our opportunity:

The Manager, Operations, Tim Hortons, is responsible for driving operational excellence and supporting franchise partners across the EMEA & India region.

Acting as an in-house expert on restaurant operations, standards, and best practices, this role collaborates closely with franchise leadership teams to enhance guest satisfaction, improve profitability, and uphold brand standards. Reporting to the Tim Hortons EMEA & India Director, Area Franchise Lead, this position provides hands-on guidance in brand standards, training, and operational improvements, ensuring that franchisees have the tools and resources needed to succeed. Theposition works with other internal functions within the organization, including Marketing,Quality Assurance,Supply Chain &Equipment.

The position will necessitate ad-hoc travel to countries throughout the EMEA & India region. While not travelling RBI follows a 5 day, in-office work schedule to support collaboration. Candidates should be comfortable working onsite 5 days per week.

Your roles & responsibilities:

• Brand Standards & Compliance
• Execute and uphold brand standard operating procedures, with comprehensive knowledge of the Operations Manual.
• Provide actionable insights to address any deviations and support franchisees in maintaining brand excellence.
• Monitor compliance through regular audits and reviews with local teams.
• Training & Development
• Develop regional training content and standards.
• Operations Improvement & Best Practices
• Identify operational areas for improvement and collaborate with franchisees to implement best practices aimed at increasing efficiency, speed of service, and guest satisfaction.
• Utilize data analytics to monitor key performance indicators (KPIs) such as Speed of Service (SOS), Guest Satisfaction, and profitability metrics.
• Cross-Functional Collaboration & Project Management
• Coordinate and manage operational projects from concept through execution, ensuring alignment with company goals and timelines.
• Represent the voice of Operations across the organization, providing practical insights to inform and advance key initiatives.
• Support initiatives, product launches, and system-wide training efforts to drive consistent execution across all restaurants.

Your skills & experience:

• >7 years of experience in the large-scale restaurant/coffee shop setting, both Corporate (as Operations Manager) and store-level (as Restaurant General Manager).
• Solid experience in QSR operators with centralized food production unit, In-Store batching preparation or Grab&Go food offering is required.
• Strong business and financial acumen, with the ability to analyze and interpret operational data to drive decisions.
• Exceptional written and verbal communication skills, with the ability to present complex information concisely.
• Proven ability to build strong relationships with franchisees, colleagues, and
• Strong leadership abilities, with a demonstrated capacity to influence and coach franchisees and restaurant managers.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word) and familiarity with analytical tools such as Tableau and AI tools as Claude and ChatGPT.
• Fluent in Englishrequired, any additional languages will be an advantage.
• Willingness to travel within the assigned region to provide on-site support and conduct regular field visits, as needed.