Manager, Operations, Tim Hortons,

Driving Operational Excellence Across EMEA & India

Act as an in-house expert on restaurant operations, standards, and best practices to support franchise partners across the EMEA & India region. This role focuses on enhancing guest satisfaction, improving profitability, and upholding brand standards by collaborating closely with franchise leadership teams. You will provide hands-on guidance in brand standards, training, and operational improvements, ensuring that franchisees have the necessary tools and resources to succeed.

Reporting to the Tim Hortons EMEA & India Director, Area Franchise Lead, this position works with other internal functions within the organization, including Marketing, Quality Assurance, Supply Chain & Equipment. The role necessitates ad-hoc travel to countries throughout the EMEA & India region. While not travelling, the position follows a 5-day, in-office work schedule to support collaboration, requiring candidates to be comfortable working onsite five days per week.

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.

Skills & Experience

• More than 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.
• 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 stakeholders.
• 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 like Claude and ChatGPT.
• Fluent in English; 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.