Bilingual Director Operations- China, Taiwan, Hong Kong & Macao

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.

We have an exciting opportunity for a Director of Operations supporting China, Taiwan, Hong Kong and Macao. This role provides leadership to the regional Operations team as well as the Franchise Groups in China and Taiwan to achieve short and long-term business unit and functional objectives. Align with IDQ HQ on key strategic initiatives to drive operational excellence, including introducing new operating platforms, processes and procedures to establish World Class operations in operating performance metrics. Champion new operating concepts and formats to step change operating performance and drive compelling unit economics.

Provide step change leadership around the franchisee support model and field operating structure to drive improved productivity and better operating performance.

Be a champion in testing and adopting new AI enabled technology, robotics and high efficiency operating models to Dairy Queen. Support cross functional efforts to support base growth and changes in the competitive landscape.

Key Accountabilities Include:

• Provide strategic direction and leadership for Operations. Identify, champion and lead franchisees on emerging operating trends, applying next generation equipment and technology. Lead operations strategy to deliver high return on investment operating models that support long term labor efficiency, reduce operating overheads and a compelling and differentiated on premise, off premise and digital Consumer experience.
• Work with cross functional peers to support regional activation and implementation of new operating platforms and initiates. Provide thought leadership on applying kitchen automation and AI enabled operating systems to drive step change efficiencies.
• Help review the existing operating practices, key roles and responsibilities to optimize the organizational structure and redefine Operations engagement with franchisees, transitioning from tactical support to leading strategic change.
• Support effective relationships with all members of the international team, franchisees and vendors. Works closely with the International regional leaders to identify emerging brands, operating best practices to develop leading operational know-how.
• Present information, strategies, and concepts to cross functional leaders and franchisees and professional organizations in a manner that inspires to action and to achieve established regional and corporate goals and support our One China initiatives.
• Represents Operations’ interest and input in interactions with the functional leaders for Marketing, Supply Chain, Operations, R&D, Training, Development and CSS. Builds strong and open relationships with the leaders of all levels throughout IDQ, influencing thinking of other leaders on the achievability of their goals as they relate to and impact regional and international Operations and ensuring operational impacts and complexities are considered.
• Oversees and monitors consistent execution and delivery of company strategies to assigned franchisees, to ensure food safety, approved products, procedures compliance, menu compliance, trademark protection and ADQ standards. Ensure compliance with IDQ policies and standards.

Education/Experience:

• B.A. or B.S. Degree in Business or related field, MBA preferred, or related experience in lieu of degree
• Must have at least 10 years of progressively responsible experience preferably in Operations, Marketing or related field in QSR, Fast Casual or Full-Service restaurant(s).
• Experience working within a franchisor organization, preferably a QSR brand. Has experience in a sub franchisee model market and specifically on optimizing support to drive high growth development in China.
• Demonstrated ability to develop strong relationships in a franchisor/franchisee environment.
• Experience effectively managing professional level Operations staff.
• Demonstrated ability to work within diverse cultures, to work across global time zones and to effectively lead geographically dispersed teams.
• Has experience in using kitchen automation and AI enabled operating systems to drive step change efficiencies. Solid experience in application in the restaurant industry (QSR preferred) and of restaurant operations. Proficient knowledge of finance, training and development.

Skills:

• Strong ability to multi-task and prioritize multiple projects and requests simultaneously, within an intense, deadline-driven environment.
• Fast paced creative thinker who is not afraid to challenge the status quo and can quickly develop innovative ideas across a wide variety of business units.
• Relationship building skills with the ability to create mutually beneficial relationships with both internal and external clients. Ability to collaborate with and influence others.
• Superb written and verbal communication skills, with the ability to articulate overall operations and business strategies to a variety of audiences, including senior leadership teams and franchisee leadership groups/councils.
• Well organized with a high attention to detail and accuracy.
• Proficient using AI enabled technology, in addition to Microsoft Word, PowerPoint and Excel.
• Verbal, written and reading fluency in English and Mandarin is required.
• Ability to travel internationally with no restrictions is required and is approximately 30%.

Inclusion & Belonging

We are committed to creating a culture of inclusion and belonging for all who touch DQ. We believe in and commit to fostering a community where employees bring their authentic selves to work, and where we recruit, engage, and retain employees, franchise owners, and suppliers based on qualifications and merit. We strive to maintain an environment where everyone feels welcome.