Director, Operations Excellence

Role overview

Tim Hortons is looking for a Director of Operations Excellence to lead a six-person team focused on improving restaurant operations across the US system. This position reports to the Vice President of Franchise Operations & Operations Excellence and plays a key part in driving innovation, preparing restaurants for new product launches, and strengthening everyday operational performance. The work supports Tim Hortons’ growth in the quick service restaurant sector while reinforcing the brand’s core standards of Remarkable Reliability and Nice Like You Mean It.

The wider organization is part of Restaurant Brands International, a global quick service restaurant company with nearly $45 billion in annual system-wide sales and more than 32,000 restaurants across 100+ countries and territories. RBI owns Tim Hortons, Burger King, Popeyes, and Firehouse Subs and operates with a focus on sustainable outcomes for food, the planet, and communities.

This role is based in Miami, FL and requires onsite work five days per week as part of RBI’s in-office collaboration model.

Operational innovation and efficiency

• Identify and roll out improvements across restaurant operations, especially in equipment, kitchen workflows, drive-thru execution, and overall in-store efficiency.
• Work with teams across the business to create modern operating practices that support the brand’s strategic direction.
• Lead testing, refinement, and nationwide rollout of new procedures, systems, and operational innovations.
• Build processes that bring the brand’s reliability and hospitality standards to life consistently across all restaurants.
• Support continuous improvement initiatives that reduce equipment upkeep, improve productivity, and strengthen long-term operator profitability.

Training and development

• Oversee the US training ecosystem, including e-learning for restaurant team members and Tims University, the pre-opening learning experience for new franchisees.
• Keep training content up to date, operationally correct, and aligned with brand standards, product launches, and system changes.
• Partner with Field Operations and Franchising to improve franchisee onboarding and restaurant readiness.
• Develop and deliver training tools and materials that support national initiatives and brand priorities.

New product operational readiness

• Work with Marketing before product launches to ensure new menu items can be executed smoothly in restaurants.
• Lead evaluation and sourcing for any needed smallwares, equipment, or process changes tied to new items.
• Create training and communication resources that help company-owned and franchise restaurants launch products successfully.

Vendor and partner management

• Manage external partners such as guest insights vendors, audit vendors, equipment vendors, and other operational suppliers.
• Track vendor performance, deadlines, and contract obligations, and escalate issues when needed.
• Assess and recommend new vendor relationships that strengthen operational innovation.

Restaurant technology

• Collaborate with Restaurant Technology on systems such as POS, scheduling, production management, and inventory tools.
• Help shape the technology roadmap so new integrations work well operationally and enhance the guest and employee experience.

Cross-functional collaboration and franchisee engagement

• Partner with Marketing, Development, Digital, and Field Operations to turn guest experience goals into operational action.
• Act as a trusted operational advisor across departments to keep execution aligned with brand priorities.
• Meet directly with franchise partners to explain initiatives, gather input, and build alignment on system-wide priorities.
• Develop strong, trust-based relationships with franchisees by offering practical guidance, sharing best practices, and supporting performance improvement.

Experience and leadership expectations

The ideal candidate brings 6 to 10 years of experience in operations, business consulting, or a related area, with director-level experience preferred. Background in customer-facing operations, franchised systems, drive-thru environments, or similar settings is a strong advantage. The role calls for someone who can lead teams, manage cross-functional programs, influence stakeholders without direct authority, and communicate confidently with franchise operators.

Skills and working style

Success in this position requires strong analytical problem-solving, a practical and innovative mindset, and the ability to turn brand values into repeatable operating behaviors. The role also calls for strong interpersonal skills, credibility with internal and external partners, and proficiency with Microsoft Office tools. Experience in training management, vendor oversight, or operational technology deployment is beneficial.

Benefits and wellness

RBI offers benefits focused on physical, mental, and financial wellness, including a comprehensive global paid parental leave program and free telemedicine plus mental wellness support.

Equal opportunity and accommodation

Restaurant Brands International and its affiliated companies provide equal employment opportunity and affirmative action. Hiring decisions are made without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, veteran status, or other legally protected characteristics. Reasonable accommodation is available for applicants with disabilities upon request.