Duties and Responsibilities
- Operational Excellence:
- Ensure all stores understand and uphold the Operational Excellence Framework and are prepared to deliver on it each day.
- Ensure the scalability of the operational strategy and tailor it to Canada’s unique regional, cultural, and regulatory landscape.
- Drive performance metrics and store KPIs, building action plans and accountability frameworks for underperforming locations.
- Act as the go-to resource for store-level operations across Canada—solving problems, coaching operators, and removing obstacles in real time.
- Establish clear reporting on grand opening readiness, timelines, and any at-risk stores that require cross-functional support.
- Provide proactive updates to HQ teams regarding customer experience issues, FP concerns, and operational risks needing escalation.
- Franchisee Partnership & Store Performance:
- Build trust-based relationships with Franchise Partners and serve as their operational advisor and business coach.
- Lead structured business reviews with partners—including P&L insights, labor optimization, and customer feedback analysis.
- Lead market meetings as necessary to ensure the Operations Mission in each store.
- Ensure store leaders are trained and motivated to deliver on Crumbl’s brand promise across hospitality, product quality, and speed of service.
- Support new store openings with a consistent operational launch playbook and work closely with HQ to resolve any post-opening challenges.
- Navigate customer recovery escalations as needed, while coaching operators on how to lead their teams with empathy and brand-aligned service.
- Customer Experience Leadership:
- Champion a best-in-class customer experience across all stores by operationalizing Crumbl’s values of hospitality, cleanliness, accuracy, and delight.
- Proactively identify and implement ways to improve CX at the store level and contribute to Crumbl’s evolving CX roadmap.
- Partner with the HQ Customer Experience and Training teams to pilot and scale new CX initiatives and tools.
- Lead with a hospitality-first mindset that balances speed, friendliness, and operational integrity.
- Marketing Collaboration & Localization
- Collaborate closely with U.S. brand and marketing teams to localize and adapt campaign messaging, visuals, and tactics for the Canadian audience.
- Offer insights on Canadian customer behavior, seasonal buying patterns, media consumption trends, and cultural preferences.
- Ensure all Canadian marketing efforts meet regional standards for cultural sensitivity, language use, and relevance.
- Support go-to-market strategies for local product launches, grand openings, and national campaigns to ensure seamless execution and message consistency.
- Team Leadership & Cross-Functional Influence:
- Manage and mentor a high-performing regional operations team (e.g., trainers, consultants, or field support staff).
- Align with HQ leaders in Training, Supply Chain, Marketing, and Legal to address operational gaps and improve franchisee support systems.
- Serve as the internal voice of the Canadian market—presenting quarterly updates on market health, CX trends, growth opportunities, and risks.
- Foster a collaborative, brand-first culture across field teams and franchisee relationships.
Benefits & Perks
- Medical, dental, and vision benefits- 15 days PTO/year- 10 paid holidays- Paid parental leave- Personal phone bill reimbursement- Gym reimbursement- Corporate DoorDash® DashPass membership- Regular company and team activities- 401k with competitive matching contribution plan- Excellent opportunities for career growth- Work in a hyper-growth company
Crumbl was founded in 2017 by Jason McGowan & Sawyer Hemsley in Logan, Utah. It is now the fastest-growing cookie company in the nation with over 1000 locations in the USA and Canada. Crumbl is powered by cutting-edge technology, iconic branding, delicious desserts, and passionate people.
Crumbl HQ and franchisees provide employment for over 26,000 people across the United States, and all of our franchises are owned and operated by independent members of the local community.
Crumbl’s 200+ unique cookie flavors rotate weekly and are served in our famous pink box!
Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
Recruitment Agencies: Crumbl HQ doesn't typically partner with 3rd party recruitment resources. If we require assistance on this search we will contact selected partners directly; we do not accept unsolicited candidate submissions.
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