Market Coach (Taco Bell of Alaska)

The Market Coach provides overall leadership and direct supervision of Area Coaches to ensure that each AC is able to drive RGM performance to meet or exceed all performance objectives established for his/her individual unit.

The position reports directly to the Sr. VP, Operations, and is intended to provide support for ACs. The Market Coach accomplishes these objectives by actively engaging in the coaching and direction of ACs, RGMs, ARGMs on a day-to-day basis. Focal points include establishing and reviewing unit-specific performance targets in guest service including SWS, sales, profitability, and HR metrics such as bench planning, retention, and employee satisfaction. The Market Coach ensures each AC is capable of maintaining company standards in food safety, product and facility specifications, introducing and reinforcing new company products and initiatives, and selecting, training, developing, and motivating managerial employees. The Market Coach may directly perform hands-on operational work as necessary to train new managerial employees, respond to immediate or severe customer service needs or otherwise role model appropriate skills and behaviors in the restaurant.

The position is based out of Anchorage, Alaska. Travel to 15 company owned Taco Bell locations within the state will be required. Intermittent travel out of state for business meetings may also be necessary.

Principle Accountabilities

Essential job functions include the following. Other functions may be assigned as business conditions change.

Customer Satisfaction/Product Quality

· Drives customer-focused culture by serving as a role model in resolving serious customer issues and training ACs to meet or exceed customer service standards.

· Tracks, analyzes and identifies root causes of customer complaints and leads management team to implement systematic solutions.

· Monitors restaurant Speed with Service (SWS) performance and provides coaching to management team to meet performance targets.

· Periodically engages in restaurant audits in conjunction with ACs to calibrate on performance standards and to provide an objective basis for performance feedback.

· Ensures that food safety standards are met in each unit supervised through direct observation as well as follow-up on food safety audit results.

· Reviews CORE audit results with management team and coaches teams to ensure compliance with all standards.

Financial/Operations

· Serves as the communications and culture leader in partnership with the Sr. VP, Operations and President.

· Partners with Sr. VP, Operations and President to determine market ICOS, labor and SWS goals.

· Analyzes sales, labor, inventory, and controllables on a continual basis and coaches ACs to take specific corrective action to meet or achieve margin and sales growth targets; establishes specific unit-level action plans where necessary.

· Trains and mentors subordinates on financial analysis and provides profitability tips.

· Responsible for the execution of new initiatives related to operations and systems.

· Ensures that facilities and equipment are maintained to Taco Bell standards.

Human Resources

· Partners with and supports the management with related initiatives.

· Provides ongoing coaching, feedback and development to ACs and RGMs.

· Develops and updates market bench plans; forecasts staffing requirements and builds bench.

· Leads performance management process for management employees, ensuring adequate levels of performance feedback, timely performance appraisals, meaningful training and development planning and due process in resolving workplace disputes.

· Partners with ACs to manage wages area-wide.

· Assist with selection and onboarding of ACs.

· Monitors area staffing plans.

· Maintains access to Team Members and Shift Managers through periodic employee roundtables; may participate in the investigation and resolution of employee complaints in conjunction with HR.

· Monitors the work environment in all units to ensure fair and equitable employee treatment as well as adherence to all company, federal and state workplace regulations

· Provides ongoing recognition of outstanding performance to motivate employees at all levels

Success Measures

· Individual and cumulative unit performance results.

· Performance against market HR targets in complement, turnover, churn and bench building.

Knowledge and Skill Requirements

Delivers Excellence in Customer Service

Is fully aware of customer needs and ensures that they receive quality products and service. Ensures work of all subordinates is to the correct standard. Possesses extremely high standards of product quality and speed with service and constantly monitors performance against those standards. Possesses a strong eye for detail and cleanliness. Presents a positive image through tidy and professional appearance of self and other employees. Interacts with customers in a highly effective and proactive manner. Consistently seeks to improve the customer experience. Demonstrates and emphasizes to others the importance of a winning customer experience. Uses customer feedback tools and techniques in making decisions and improving restaurant performance.

Team Leadership

Supervises others and efficiently coordinates their work. Delegates tasks to the most appropriate member of staff. Is able to remain in control in difficult situations. Provides clear direction and authority. Gets involved in a hands-on manner and leads by example. Is assertive. Communicates restaurant goals and a motivating vision; links individual performance to achieving restaurant goals. Demonstrates principled leadership with integrity and sound business ethics; stands up for what’s right. Celebrates achievements; recognizes and rewards others; generates pride and commitment. Regularly coaches staff to drive performance against objectives; provides ongoing, constructive feedback. Demonstrates passion, enthusiasm and intensity in work; is a role model.

Business Savvy

Identifies problems quickly; assertively develops and implements solutions. Focuses the team on critical business issues; plans, organizes and delegates work for peak efficiency. Ensures understanding and use of available business tools by appropriate team members. Accurately analyzes financial data; identifies trends and takes appropriate action; follows-up to ensure 100% implementation. Understands key business drivers and uses this knowledge to build sales and achieve margin targets.

Drive for Results

Able to make decisions after thorough evaluation. Shows initiative to make the most of day-to-day situations and problems. Quickly reacts to emergencies and identifies a corrective course of action. Uses considerable initiative. Aggressively and professionally pursues business objectives. Takes responsibility to ensure business objectives are met.

Integrity

Communicates intentions, ideas and feelings openly and directly; is candid and honest. “Walks the Talk” by taking actions that are consistent with own words and solicits feedback about performance in this area. Stands up for own beliefs. Admits own mistakes and vulnerabilities and takes actions to correct mistakes. Chooses to be honest and forthright even in difficult situations.

Restaurant Operations

Technically proficient in all aspects of food preparation, production and delivery. Displays detailed knowledge of all key food handling/food safety procedures. Familiar with basic restaurant equipment troubleshooting. Displays detailed knowledge of all Taco Bell product standards.

Educational Attainment/Experience Requirements/Licensing

· Strong preference for internal promote from AC or RGM position

· AA/undergraduate degree or equivalent Taco Bell/industry experience

· 6-8 years supervisory experience in either a food service or retail environment

· Thorough knowledge of Taco Bell performance metrics, product specifications, and management systems

· Demonstrated track record of workplace achievement in the selection, coaching and development of managerial employees.

· Proven ability to drive customer satisfaction, financial performance, and employee satisfaction.

· Must have a valid driver’s license, acceptable driving record, and provide proof of automobile insurance annually.

Physical Demands

Physical requirements are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Must be able to stand for up to 8 hours per shift

· Must be able to occasionally lift and carry up to 50 pounds, and constantly lift and carry up to 10 pounds

· Must be able to occasionally push and pull up to 20 pounds

· Occasional climbing, balancing, stooping, kneeling, crouching, fine manipulation, overhead lifting, and work on ladders required

· Frequent bending, reaching, grasping, and keying required

· Repetitive use of both hands and feet required

The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all the responsibilities, duties and skills required.

Job Type: Full-time

Pay: $110,000.00 - $130,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• On call
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
We follow CDC guidelines, at minimum.

Work Location: In person

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