##Position Summary

The Manager of Operations Excellence is a hands-on operational leadership role responsible for driving consistency, accountability, and strong restaurant performance across Tim Hortons locations in the Lower Mainland, BC Interior, and Northern BC. This role acts as a key operational partner to the Operating Partner, helping ensure her regions are successful through direct field support, disciplined follow-through, and a strong commitment to brand standards and execution.

This is not a role for someone who simply delegates from a distance. The ideal candidate is a lead-by-example operator who is willing to step into restaurants, work alongside teams, solve problems firsthand, and help raise standards through action. They will play a critical role in supporting restaurant leaders, improving execution, identifying gaps, and helping drive operational excellence across multiple markets.

The Manager of Operations Excellence will report to the Operating Partner, with accountability and visibility to the CEO, COO, and Director of Operations.

##Key Responsibilities

###Operational Excellence & Brand Standards

• Drive consistent execution of Tim Hortons operational standards, including Always Fresh, food safety, cleanliness, speed of service, and guest experience experience.
• Conduct regular restaurant visits, audits, and operational assessments to identify gaps and implement corrective action plans.
• Work directly in restaurants when needed to support execution, coach teams in real time, and ensure standards are being met.
• Lead by example by demonstrating best-in-class operational habits, urgency, discipline, and attention to detail.
• Ensure all locations remain compliant with corporate brand standards, internal operating procedures, and applicable health and safety regulations.

###Field Support & Regional Execution

• Serve as a trusted operational extension and assistant to the Operating Partner, helping translate priorities into execution across her regions.
• Provide hands-on support to Restaurant Managers and field leaders to improve store-level performance, team effectiveness, and daily execution.
• Travel frequently across the Lower Mainland, BC Interior, and Northern BC to maintain strong field visibility and operational control.
• Step in quickly to stabilize underperforming locations, support leadership transitions, reinforce standards, and address urgent operational challenges.
• Help ensure initiatives, action items, and regional priorities are followed through consistently and on time.

###Financial Performance & Cost Control

• Support restaurants in achieving targets related to sales, profitability, food cost, labor cost, paper cost, and waste control.
• Analyze restaurant performance trends, P&Ls, and key operating metrics to identify opportunities for improvement.
• Partner with store leadership to implement practical action plans that improve margins and overall operating performance.
• Monitor operational drivers of profitability including staffing deployment, inventory management, waste reduction, and throughput.

###Team Leadership, Coaching & Accountability

• Coach, develop, and support Restaurant Managers, Assistant Managers, and team members to improve capability and accountability.
• Reinforce a culture of ownership, urgency, high standards, and continuous improvement across the region.
• Assist in the identification of talent gaps and support recruiting, onboarding, and training efforts where required.
• Conduct performance follow-ups and ensure managers are held accountable to clear expectations and measurable results.
• Build credibility with teams by being present, practical, supportive, and willing to do the work alongside them.

###Guest Experience & Service Excellence

• Ensure every restaurant delivers a consistent, fast, clean, and friendly guest experience aligned with the Tim Hortons brand.
• Address recurring service issues by identifying root causes and implementing sustainable operational improvements.
• Support restaurant teams in handling guest concerns professionally, promptly, and with a service-first mindset.

###Communication & Reporting

• Provide clear and timely updates to the Operating Partner, CEO, COO, and Director of Ops on operational performance, priorities, and emerging risks.
• Track progress on key initiatives, store action plans, and follow-up items to ensure strong execution and accountability.
• Escalate significant operational issues proactively and recommend practical solutions.
• Help create alignment between field operations and senior leadership through strong communication and disciplined follow-through.

##Qualifications

###Experience

• 3–5+ years of Tim Hortons experience, preferably in a multi-unit, district, or senior restaurant leadership role.
• Proven track record of improving operational standards, coaching managers, and driving performance across multiple locations.

###Skills & Competencies

• Strong operational knowledge of QSR systems, restaurant controls, and field execution.
• Demonstrated ability to be hands-on, solve problems in real time, and lead from the front.
• Strong financial acumen, including comfort with P&L review, labor management, food cost, waste reduction, and KPI analysis.
• Excellent coaching, communication, and relationship-building skills.
• High level of accountability, organization, and follow-through.
• Ability to balance strategic priorities with day-to-day operational demands.

##Requirements

• Willingness and ability to travel frequently throughout the Lower Mainland, BC Interior, and Northern BC.
• Valid driver’s license and reliable access to transportation.
• Flexibility to work varied hours, including early mornings, evenings, weekends, and occasional on-call support as business needs require.
• Ability to work in a fast-paced, field-based environment with a strong in-person presence across restaurants.

##Success Profile

The ideal candidate is:

• A doer, not just a delegator
• A lead-by-example operator who will step in and help personally
• Highly accountable and detail-oriented
• Comfortable working closely with senior leadership while staying deeply connected to restaurant-level execution
• A trusted right hand to the Operating Partner, focused on helping her regions succeed operationally and financially

##Perks Included

Medical/Dental Benefits

Company Vehicle/Allowance

Cell Phone

##REQUIREMENTS

Opportunity, flexibility and new challenges every day are just a few of the reasons you’ll be happy you came on board. When you work at Tim Hortons, you’ll feel right at home. It’s a fun, flexible environment where guests are your neighbours, where co-workers are your friends and where simple acts make for a lasting impression. We’d love for you to join the team. Because it’s the people that make Tims, Tims. And we’re looking for people like you.

By submitting this application, I acknowledge that most Tim Hortons® restaurants are independently owned and operated by franchisees. In that regard, I understand that I may be applying to a Tim Hortons® restaurant owned by a franchisee and, if so, any hiring decisions will be made by the franchisee. Accommodations available upon request.