Vice President of Experience and Operational Excellence - Remote - Northeast US 1364398

Compass Group Poland Sp z o o
US - Maryland - Bel Air
January 22, 2025
Management

Flik Hospitality Group

Salary:
$130,000 - $180,000 / year

Other Forms of Compensation:
Annual bonus potential

What makes FLIK click

What makes FLIK click? Our people. The decisions, actions and attitudes of our associates earn the trust and loyalty of our clients every day. We know how to pick them and we know how to grow them. It starts with hiring people who share our passion for food and hospitality. Once we find the right talent, we encourage, value and recognize their contributions.

We keep our people renewed, excited and engaged by providing hands-on training and educating them about the latest trends. We give them a stake in successfully raising the bar. Our people love what they do and they love sharing their passion. Join our team and see the FLIK difference. Where a job isn't merely a job but the start of a career where you can flourish.

Job Summary:

The Vice President of Operational Excellence and Employee Experience will orchestrate both short-term and long-term business transformation initiatives focused on enhancing our end-to-end experience model, fostering continuous improvement, and implementing impactful employee engagement programs. This leadership role involves designing and driving operational quality standards, audit process and supportive training that inspires exceptional service delivery motivating the team to do their best work.

The VP will manage FLIK's operational standards and all facets of reward and recognition systems that improve the guest experience. Key responsibilities include measuring execution quality and encouraging a strong organizational culture through effective leadership. As a role model, the VP will collaborate seamlessly across functions and divisions, leverage data for actionable insights and drive pivotal initiatives aimed at elevating both customer and associate experiences while maintaining brand consistency and supporting overall growth.

This position is based in the northeastern part of the United States.

Principal Accountabilities:

Strategy and Organizational Planning:

Provide strategic solutions to enhance efficiency, effectiveness, and market leadership keeping client needs at the forefront.
Lead Platinum Service Experience and manage the rewards & recognition platform to foster a people first culture driving the highest levels of employee engagement.
Lead the synK platform's evolution in alignment with the LENZ platform and FLIK's operational excellence goals.
Unify and simplify what we do and how do it for an improved internal experience.
In partnership with FLIK Exec Team, establish an advisory board with operational representation from each division / function to enhance team collaboration and improve outcomes.

Operational Excellence, Standards and Tools:

Define quality standards and performance evaluation metrics to ensure measurability across all operational aspects. Optimize customer touchpoints for superior experiences.
Lead data-driven initiatives to uncover deficiencies and provide operations with actionable insights that advise prescriptive corrective actions and training to improve performance.
Establish best-in-class quality management process and system to drive a quality approach across all areas of the division - driving the goal of a quality customer experience.
Define and implement plan to maintain and continuously improve the system in collaboration with subject matter experts to ensure standards meet regulatory requirements, address feedback and industry trends.
Develop and implement project plan for platform migration and implementation including training and communications.

Market Differentiation and Growth Enablement:

Collaborate with sales and retention teams to effectively communicate to prospective and existing clients FLIK's best in class:
Operational excellence capability
Platinum Service Experience

Training and Communications:

Co-create the Operational Excellence training and implementation plans with FLIK HR and Director of Training ensuring associates are empowered to take swift action on quality & service improvements while be supported with skills development.
Ensure training materials are in alignment with associate development planning, accountability, and personal growth.
Co-create communication plans and their delivery mechanisms with overarching FLIK communication plan.

Qualifications:

Bachelor's degree
10+ years progressive operations and/or brand management experience
In depth knowledge of FLIK operational models and the ability to drive performance to enhance consumer experience.
Proven leadership in developing transformational central initiatives, organizational change, and execution.
Excellent analytical skills with ability to interpret trend data and clearly articulate issues, business needs and formulate recommendations.
Ability to demonstrate a high aptitude for leadership and influence with a highly matrixed and de-centralized work environment.
Excellent written, verbal, and interpersonal skills. Strong storytelling / presentation skills.
Experience with data analysis tools and project management.
Technology / Product Management experience, pragmatic marketing a plus.
Approximately 60% +/- travel nationally
Must be based within a commutable distance of a major airport in the Northeast U. S.

This role offers a chance to drive operational excellence and foster a customer-centric culture, ultimately enhancing customer satisfaction and loyalty across the organization.

Apply to Flik today!

Flik is a member of Compass Group USA

to Learn More about the Compass Story

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer:
this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Applications are accepted on an ongoing basis.

Flik maintains a drug-free workplace.

Read the full job description and apply online on the recuiter's web-site

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