Senior Director - Restaurant Experience - Baskin Robbins

BASKIN-ROBBINS

Imagine a place where all day long people talk about ice cream, eat ice cream, and even dream ice cream. That’s us. That’s Baskin-Robbins. Now, image 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 is also responsible for overseeing the successful opening of new stores, managing remodel projects, and supporting the new franchisee onboarding process. The Senior Director will work closely with cross-functional teams to drive consistency in brand standards and operational procedures, develop and implement efficient tools and resources, and ultimately build a seamless customer experience across all locations.

RESPONSIBILITIES

Strategic Leadership of Brand Experience: 

• Serve as the senior leader responsible for defining and executing the long-term restaurant experience strategy, ensuring 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—that improve efficiency and experience
• Establish performance metrics and accountability systems to ensure operational consistency and quality across all restaurants

Successful New Restaurant Openings (NRO)

• Lead with cross-functional teams to ensure all aspects of new store openings are executed flawlessly. Develop and oversee training programs tailored for new store teams, ensuring readiness and alignment with brand expectations
• Support the onboarding process for new franchisees, providing them with comprehensive training and support to ensure smooth integration into the Baskin-Robbins system

Remodel Oversight & Optimization

• Oversee the team responsible for leading the operational aspects of store remodels, ensuring minimal disruption to operations and a smooth transition to the updated format

• Provide guidance and support to store teams during the remodel process to maintain brand standards and customer satisfaction

Franchisee Collaboration: 

• Build and maintain strong relationships with franchisees to ensure top-to-top alignment on marketing initiatives and business goals
• Lead the rollout of new initiatives, menu innovations, and systems, ensuring seamless adoption and clear communication with franchisees and store teams
• Act as a key liaison to gather franchisee feedback and ensure that restaurant experience strategies address franchisee-level needs and market expectations 

Cross-Functional Partnership: 

• Collaborate closely 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, cultivating a culture of innovation, accountability, and fun
• Encourage a culture of 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, including ability to provide vision, motivate teams and ensure accountability
• Sound business and financial acumen
• Exceptional strategic thinking, communication, and stakeholder management skills. 
• Deep understanding of brand DNA, including but not limited to market size, competitive positioning, target consumer segments
• Creative thinker and conceptual problem-solver who can build and nurture the guest experience
• Self-starter and entrepreneurial leader who performs in a lean, fast-paced environment
• Highly skilled in cross functional collaboration, specifically in large scale, highly matrixed organizations
• Strong ability to influence
• Ability to develop and mentor others
• High EQ, internally and with Franchisees
• Strong experience working in franchise or multi-unit environments is highly preferred. 

LOCATION AND TRAVEL

• This position is remote eligible for candidates based in the contiguous United States
• The preference is for candidates based in the greater Atlanta, Georgia or Canton, Massachusetts areas (to have access to attend meetings at either Support Center) or for the candidate to be based in California (to have access to the largest density of Baskin locations)
• 25% Travel Required

Salary: $145,186.25 - $319,409 per year

The salary range above represents the low and high end of the salary range for this position. Actual placement within this range will vary based on various factors including but not limited to experience, education, training, and location

Employees (and their families) may elect to be covered by medical, dental, vision, and basic life insurance, and can enroll in our company’s 401K plan. Employees receive a PTO plan plus up to 13 paid holidays throughout the calendar year and are eligible to participate in the company bonus program.

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