Global Operations Manager

As a Global Operations Manager at Shake Shack, you'll be immersed in a range of responsibilities aimed at supporting our international licensed partners. This includes collaborating closely with Area Directors and the training department to deliver effective hands-on training, ensuring operational excellence across locations. You'll oversee restaurant evaluations, manage staff training initiatives, and maintain a monthly dashboard to gauge performance metrics. Your role is pivotal in driving Shake Shack's global initiatives while ensuring that all partners embody the brand's commitment to quality and community.

To be considered for the Global Operations Manager role at Shake Shack, candidates should have a minimum of 5 years of experience in a progressive restaurant or hospitality environment, ideally with a focus on global brand support. A solid background in managing licensed partner relationships, particularly in an international setting, is essential. Additionally, candidates should possess a Bachelor’s Degree in Business or a related field, along with strong skills in project management and proficiency in Microsoft Office applications.

The Global Operations Manager role at Shake Shack involves a significant amount of travel, with approximately 80% of your time spent internationally. This travel is essential for meeting with licensed partners, conducting training sessions, and overseeing new Shack openings across the globe. If you're someone who thrives in a dynamic environment and enjoys the excitement of new places, this job will truly be rewarding.

Shake Shack is committed to the growth and development of its employees, including Global Operations Managers. You will benefit from hands-on mentorship and extensive training programs designed to enhance your skills in project management, operations, and partner relations. The company offers a positive learning environment where sharing ideas and collaborating with the #ShackFam is encouraged, ensuring you are well-prepared to make a significant impact.

As a Global Operations Manager at Shake Shack, you can expect a comprehensive benefits package that includes medical, dental, and vision insurance, a 401k plan with company match, paid time off, and access to an Employee Assistance Program. Additionally, Shake Shack offers unique perks such as meal discounts, flexible spending accounts, and opportunities for career development—ensuring that your hard work is recognized and rewarded.

In answering this question, highlight specific examples from your career where you successfully collaborated with licensed partners. Discuss how you established rapport and trust, the strategies you used to meet their training and operational needs, and the outcomes of these partnerships. Showcase your ability to balance stakeholder interests while aligning with the overarching goals of the brand.

To effectively answer, emphasize the importance of tailoring training programs to the cultural and operational realities of each international partner. Discuss your approach to assessing their needs, developing targeted content, and employing various training methods to ensure comprehension and engagement. Also, mention any metrics you utilize to evaluate the success of training initiatives.

Begin your response by outlining your project management methodology, whether it’s Agile, Waterfall, or another approach. Explain how you develop project timelines, coordinate with various stakeholders, and track progress towards milestones. Discuss specific tools you use for project management and how you adapt to challenges as they arise, ensuring effective market entry.

When discussing conflict resolution, share your philosophy on managing disagreements constructively. Provide specific examples where you have mediated disputes among team members or partners, emphasizing active listening, empathy, and finding common ground to reach a satisfactory resolution for all parties involved.

This is an opportunity to show that you understand Shake Shack's brand values. Discuss the company's commitment to community, high quality food, and excellent service. Highlight how these elements contribute to a unique company culture that prioritizes employee well-being and guest experience, ultimately driving the business forward.

When answering this question, select a specific training program you led. Describe the challenges you faced, how you developed the training content, and the feedback received from participants. Discuss the measurable impact of the training on performance or operational efficiency, showcasing your ability to foster a learning environment.

In your response, express how leveraging technology enhances operational efficiency. Mention tools or software you’ve used for project management, training, or communications. Share insights on how technology can facilitate better data tracking, reporting, and operational adjustments to meet fluctuating needs in the restaurant industry.

Discuss your approach to prioritization, including the techniques or frameworks you use (such as Eisenhower Matrix, prioritization grids, or Agile methodologies). Speak about how you determine the urgency and impact of tasks, involving team input when necessary to ensure alignment with organizational goals.

Share what drives your passion for operations management in the hospitality sector. You might mention the satisfaction derived from seeing team members succeed, contributing to a brand’s growth, or creating memorable experiences for guests. This will highlight your alignment with Shake Shack's core values.

In your answer, express genuine enthusiasm for Shake Shack's mission and values. Discuss how the company’s commitment to quality, community, and employee empowerment resonates with your professional ethos and how you see yourself making a valuable contribution to the team. Sharing specific points about the company will create a stronger connection.