Inspire
Senior Director - Restaurant Experience - Baskin Robbins
Inspire, Sacramento, California, United States, 95828
Overview
BASKIN-ROBBINS Imagine a place where all day long people talk about ice cream, eat ice cream, and even dream ice cream. That’s Baskin-Robbins. Now, imagine a place where you can work with ice cream. Even Sweeter. The Senior Director - Restaurant Experience will play a pivotal role in optimizing operational efficiency and reducing complexity to promote Baskin-Robbins brand growth and transformation. This position oversees the successful opening of new stores, remodel projects, and supporting the new franchisee onboarding process. The Senior Director will work with cross-functional teams to drive consistency in brand standards and operational procedures, develop and implement efficient tools and resources, and build a seamless customer experience across all locations.
Responsibilities
Strategic Leadership of Brand Experience:
Define and execute the long-term restaurant experience strategy to deliver a world-class end-to-end consumer journey and franchisee profitability.
Drive enterprise alignment around brand standards, service design, and operational excellence—bridging strategy and execution across corporate and field teams.
Leverage guest insights, competitive intelligence, and performance data to shape annual operating plans that elevate the guest experience and support business growth.
Operational Systems Leadership:
Champion continuous improvement of restaurant operations through process optimization, digital integration, and innovative system enhancements.
Partner with Technology, Digital, and Operations to implement scalable solutions such as digital ordering platforms, loyalty integration, and kitchen display systems.
Establish performance metrics and accountability systems to ensure operational consistency and quality across all restaurants.
Successful New Restaurant Openings (NRO):
Lead cross-functional teams to execute all aspects of new store openings; develop and oversee training programs tailored for new store teams aligned with brand expectations.
Support onboarding of new franchisees with comprehensive training and support for smooth integration into the Baskin-Robbins system.
Remodel Oversight & Optimization:
Oversee the team responsible for the operational aspects of store remodels, ensuring minimal disruption and a smooth transition to the updated format; provide guidance to store teams to maintain brand standards and customer satisfaction.
Franchisee Collaboration:
Build and maintain strong relationships with franchisees to ensure alignment on marketing initiatives and business goals; roll out new initiatives, menu innovations, and systems with clear communication.
Gather franchisee feedback and ensure restaurant experience strategies address franchisee needs and market expectations.
Cross-Functional Partnership:
Collaborate with operations, marketing, finance, technology, and supply chain leaders to align restaurant experience initiatives with organizational priorities.
Represent the Baskin-Robbins brand at Inspire leadership meetings, external events, and industry meetings.
Team Leadership:
Lead, mentor, and inspire a team of operational and restaurant experience managers; cultivate a culture of innovation, accountability, and fun, with emphasis on continuous learning and development.
Education and Experience Qualifications
4 Year Degree in Business Administration, Hospitality, Social Science, or related field
Advanced Degree in Business Administration or related field preferred
10+ years of experience in Operations leadership in the restaurant industry, managing people and processes, with a track record of success in operational systems, brand experience, restaurant openings, and transformation
Required Knowledge, Skills, or Abilities
Strong leadership skills with the ability to provide vision, motivate teams, and ensure accountability
Sound business and financial acumen
Strategic thinking, communication, and stakeholder management
Deep understanding of brand DNA, including market size, competitive positioning, and target consumer segments
Creative thinker and conceptual problem-solver who can build and nurture the guest experience
Self-starter and entrepreneurial leader in a lean, fast-paced environment
Cross-functional collaboration experience in large, matrixed organizations
Strong influencing ability and mentorship skills
High EQ with franchisees
Experience in franchise or multi-unit environments is highly preferred
Location and Travel
Remote eligible for candidates based in the contiguous United States
Preference for candidates near Atlanta, GA; Canton, MA; or California for meeting access
25% travel required
Salary and Benefits Salary: $145,186.25 - $319,409 per year. Actual placement within this range will vary based on experience, education, training, and location.
Employees may elect medical, dental, vision, and basic life insurance, enroll in the company’s 401K plan, and participate in PTO and holidays. The company offers a bonus program.
About Inspire Inspire is a multi-brand restaurant company whose portfolio includes Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We are a team focused on changing how people eat, drink, and gather around the table. Our purpose is to ignite and nourish flavorful experiences.
Note: This description is a refined version of the original content to meet formatting and clarity standards.
#J-18808-Ljbffr
BASKIN-ROBBINS Imagine a place where all day long people talk about ice cream, eat ice cream, and even dream ice cream. That’s Baskin-Robbins. Now, imagine a place where you can work with ice cream. Even Sweeter. The Senior Director - Restaurant Experience will play a pivotal role in optimizing operational efficiency and reducing complexity to promote Baskin-Robbins brand growth and transformation. This position oversees the successful opening of new stores, remodel projects, and supporting the new franchisee onboarding process. The Senior Director will work with cross-functional teams to drive consistency in brand standards and operational procedures, develop and implement efficient tools and resources, and build a seamless customer experience across all locations.
Responsibilities
Strategic Leadership of Brand Experience:
Define and execute the long-term restaurant experience strategy to deliver a world-class end-to-end consumer journey and franchisee profitability.
Drive enterprise alignment around brand standards, service design, and operational excellence—bridging strategy and execution across corporate and field teams.
Leverage guest insights, competitive intelligence, and performance data to shape annual operating plans that elevate the guest experience and support business growth.
Operational Systems Leadership:
Champion continuous improvement of restaurant operations through process optimization, digital integration, and innovative system enhancements.
Partner with Technology, Digital, and Operations to implement scalable solutions such as digital ordering platforms, loyalty integration, and kitchen display systems.
Establish performance metrics and accountability systems to ensure operational consistency and quality across all restaurants.
Successful New Restaurant Openings (NRO):
Lead cross-functional teams to execute all aspects of new store openings; develop and oversee training programs tailored for new store teams aligned with brand expectations.
Support onboarding of new franchisees with comprehensive training and support for smooth integration into the Baskin-Robbins system.
Remodel Oversight & Optimization:
Oversee the team responsible for the operational aspects of store remodels, ensuring minimal disruption and a smooth transition to the updated format; provide guidance to store teams to maintain brand standards and customer satisfaction.
Franchisee Collaboration:
Build and maintain strong relationships with franchisees to ensure alignment on marketing initiatives and business goals; roll out new initiatives, menu innovations, and systems with clear communication.
Gather franchisee feedback and ensure restaurant experience strategies address franchisee needs and market expectations.
Cross-Functional Partnership:
Collaborate with operations, marketing, finance, technology, and supply chain leaders to align restaurant experience initiatives with organizational priorities.
Represent the Baskin-Robbins brand at Inspire leadership meetings, external events, and industry meetings.
Team Leadership:
Lead, mentor, and inspire a team of operational and restaurant experience managers; cultivate a culture of innovation, accountability, and fun, with emphasis on continuous learning and development.
Education and Experience Qualifications
4 Year Degree in Business Administration, Hospitality, Social Science, or related field
Advanced Degree in Business Administration or related field preferred
10+ years of experience in Operations leadership in the restaurant industry, managing people and processes, with a track record of success in operational systems, brand experience, restaurant openings, and transformation
Required Knowledge, Skills, or Abilities
Strong leadership skills with the ability to provide vision, motivate teams, and ensure accountability
Sound business and financial acumen
Strategic thinking, communication, and stakeholder management
Deep understanding of brand DNA, including market size, competitive positioning, and target consumer segments
Creative thinker and conceptual problem-solver who can build and nurture the guest experience
Self-starter and entrepreneurial leader in a lean, fast-paced environment
Cross-functional collaboration experience in large, matrixed organizations
Strong influencing ability and mentorship skills
High EQ with franchisees
Experience in franchise or multi-unit environments is highly preferred
Location and Travel
Remote eligible for candidates based in the contiguous United States
Preference for candidates near Atlanta, GA; Canton, MA; or California for meeting access
25% travel required
Salary and Benefits Salary: $145,186.25 - $319,409 per year. Actual placement within this range will vary based on experience, education, training, and location.
Employees may elect medical, dental, vision, and basic life insurance, enroll in the company’s 401K plan, and participate in PTO and holidays. The company offers a bonus program.
About Inspire Inspire is a multi-brand restaurant company whose portfolio includes Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We are a team focused on changing how people eat, drink, and gather around the table. Our purpose is to ignite and nourish flavorful experiences.
Note: This description is a refined version of the original content to meet formatting and clarity standards.
#J-18808-Ljbffr