Operations Excellence Manager, Americas

WHO WE ARE

We’re not in the wing business. We’re in the flavor business. It’s been our mission to Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.

Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way of being entrepreneurial, service-minded, fun, and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.

WHAT WE’LL NEED

The Operations Excellence Manager (OEM) is a key field-based role within the Americas Operations team, supporting 200+ Brand Partner (Franchisee) restaurants across the region. The OEM partners with franchise operators and restaurant leaders to strengthen operational capability, improve restaurant performance, and ensure consistent execution of the Wingstop brand experience. 

Serving as the region’s primary field trainer and operational coach, the OEM delivers, develops, and continuously improves training programs that drive operational excellence. The OEM also acts as the primary field resource for Brand Standard and Food Safety compliance across the Americas, helping protect the integrity of the Wingstop brand through coaching, assessment, and accountability. 

This role requires frequent travel and a strong field presence. The OEM regularly visits restaurants to assess performance, identify opportunities, provide coaching and training, evaluate compliance, and partner with operators on action plans that drive sustainable improvement.

The ideal candidate is a hands-on restaurant operator with a passion for developing people and building capability. They are a confident facilitator and coach who can translate operational standards into practical execution while building trust, influencing behavior, and driving lasting results.

The role requires frequent travel. Spanish advantageous. 

WHAT YOU’LL NEED

          Experience

• • Solid hands-on QSR background with credible Front and Back of House experience and the ability to earn respect in a restaurant environment

• • Strong large-group training and facilitation experience; able to command a room across different audiences and markets

• • Proven ability to influence franchise operators without direct authority, building buy-in through credibility and results

• • Track record of driving behavior change in the field, delivering sustained improvement in standards and performance, not just training delivery

• • Experience conducting Food Safety and Brand Standard audits; able to balance coaching, accountability, and standards enforcement to drive sustained compliance

• • Highly organized and able to manage multiple market priorities simultaneously with consistent execution and follow-through

• • Restaurant leadership experience; comfortable setting expectations and holding operators accountable when standards are not being met

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  • Key Responsibilities

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• • Own the design, delivery, and continuous improvement of regional training programs, including Train-the-Trainer, New Market Entry training, certification frameworks, and training resources that build sustainable restaurant capability and operational consistency 

• • Serve as the primary in-restaurant trainer for all New Market Entries (NMEs), supporting restaurants from pre-opening preparation through post-opening stabilization

• • Support the NME Manager in the setup and execution of best-in-class restaurant operations

• • Adapt and localize the global operations manual to support effective in-restaurant execution across markets

• • Own Food Safety and Brand Standard compliance across the region, leading audits, corrective actions, and follow-up processes to ensure standards are consistently executed and sustained

• • Execute a structured store visit program that assesses performance, coaches operators, reinforces standards, and drives improvement in restaurant execution, guest experience, and food safety

• • Partner with Brand Partners through regular business reviews and performance routines to identify gaps, drive accountability, and improve key operational metrics, including QSC and SMG

• • Collaborate cross-functionally with Development, Marketing, Training, Supply Chain, Finance, and Technology teams to ensure field insights inform business decisions and new restaurants are set up for success

     

           Duties

• Lead & Deliver the In-Restaurant ‘Train the Trainer’ program to Brand Partner training teams
• Serve as the primary in-restaurant trainer for all new market entries - owning program delivery end to end, from pre-opening prep through post-opening stabilization
• Support the NME Manager in the setup & execution of a best-in-class operation.
• Adapt and localize the global operations manual for in-restaurant execution within each market
• Own Food Safety and Brand Standard compliance across the region - lead all in-restaurant audits, identify gaps, deliver corrective coaching, and follow through until standards are consistently met. This is not a support function; the OEC is the compliance authority in the field.
• Collaborate cross-functionally to ensure new stores are set up for success; own your piece without waiting to be directed
• Travel regularly to Brand Partner restaurants to provide field coaching, training, and development support - building relationships and trust with each operator visit
• Partner with Brand Partner teams to protect and elevate standards in restaurant operations, guest experience, and food safety - influencing without authority.
• Drive QSC,SMG and all other KPI matrix as prescribed across the region; success is measured by sustained improvement in compliance and guest experience scores, not just program delivery.

WHO YOU ARE 

You are restaurant-first. You know the real work happens in the restaurants, and everything you do is focused on helping operators and teams succeed. You stay humble, roll up your sleeves, and aren't afraid to do the work required to get results.

You are a confident trainer, coach, and communicator. You can command a room, facilitate learning, and build credibility quickly across different operators, cultures, and experience levels. You know that lasting behavior change comes from consistent coaching, reinforcement, and accountability.

You are a disciplined executor. Organized, reliable, and detail-oriented, you follow through on commitments and hold yourself and others accountable. You understand that standards only matter when they are consistently executed and sustained.

You are comfortable balancing support with accountability. You build trust quickly, but you are willing to have direct conversations when expectations are not being met. You influence through credibility, expertise, and results rather than authority.

You take ownership. Whether delivering training, conducting audits, documenting findings, or improving programs, you see things through to completion. You treat training content, operational standards, and corrective actions as living systems that require continuous improvement, not one-time deliverables.

Wingstop provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.