Regional Operations Manager

Team: Operations | Reports to: Chief Operating Officer | Location: Ontario

Role Overview The Regional Operations Manager owns the day-to-day operational performance of an assigned portfolio of Craig’s Cookies franchise and corporate locations across Ontario.This role translates company policy, standards and strategic direction into consistent store-level execution. The position is the primary operational business partner for franchisees and the direct operational leader for assigned corporate stores, combining multi-unit operations, business consulting, financial management, people leadership and new-store openings.

Key Responsibilities

- Serve as the primary day-to-day Operations contact for assigned franchisees. Conduct regular business reviews, analyze results, identify opportunities and develop measurable action plans covering sales, profitability, labour, COGS, inventory, waste, staffing and customer experience.
- Own the operational and financial performance of assigned corporate stores. Lead and coach Store Managers, oversee staffing strategy and succession, and make timely decisions required to protect store performance and customer experience.
- Review weekly and monthly KPIs and P&Ls; identify trends and root causes; support forecasting, labour planning, inventory control and expense management; and drive practical actions that improve sales, productivity and four-wall profitability.
- Maintain a regular field presence, conduct structured store visits and audits, identify performance gaps, assign corrective actions and ensure follow-through. Resolve routine operational issues at the regional level without unnecessary escalation.
- New Store Openings – Lead the operational opening process from planning through stabilization. Coordinate franchisees and Head Office teams,



support management hiring and staffing plans, confirm training and operational readiness, lead opening support, and monitor early sales, labour, COGS, inventory and execution.
- Recruit, coach and develop Store Managers and future leaders.
- Brand, Safety & Compliance – Ensure stores meet Craig’s Cookies Public Health and workplace-safety requirements. Ensure deficiencies are corrected promptly and escalate material risks.
- Act as the operational link between franchisees, stores and Head Office. Implement company initiatives and work closely with Training, Marketing, Finance, Supply Chain and Franchise Development to deliver consistent execution across the region.

Decision-Making Authority The Regional Operations Manager is expected to make decisions and resolve day-to-day matters within established company policies, budgets and authority levels. For corporate operations, this includes:

- Recruiting and hiring Store Managers and key management positions.
- Approving management wages and compensation within established company ranges and budgets.
- Directing Store Managers and making staffing and operational decisions.
- Managing performance improvement and disciplinary processes in accordance with company policy.
- Approving routine operational expenditures within established limits and requiring corrective action for operational, safety or brand-standard deficiencies.





Qualifications & Experience

- 5+ years of progressive leadership experience in multi-unit food service, retail or franchised operations.
- Demonstrated experience overseeing multiple locations, supporting franchisees or advising independent business operators; franchise operations or business-consulting experience is strongly preferred.
- Strong knowledge of food safety, workplace safety and applicable employment standards.
- Proficient P&L; and business acumen
- Experience leading current restaurant openings, retail or food-service openings is strongly preferred.
- Culinary experience is an asset.
- Valid Ontario driver’s licence and access to reliable transportation.
- Ability and willingness to travel approximately 30–40% within Ontario, including occasional overnight travel.

Working Requirements

Regular travel throughout Ontario (approximately 30–40%), with occasional overnight travel. Regular in-store presence is essential. Flexible availability, including occasional evenings, weekends and holidays, is required based on operational needs and store openings.

Craig’s Cookies is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This role requires regular work in bakery and food-production environments where common food allergens are present and handled, including peanuts, tree nuts, wheat/gluten, dairy, eggs, soy and other ingredients. Candidates requiring accommodation are encouraged to discuss their needs during the recruitment process.

Pay: $75,000.00-$90,000.00 per year

Benefits

- Discounted or free food
- Employee assistance program
- Mileage reimbursement
- Paid time off
- RRSP match

Work Location: In person

📌 Regional Operations Manager (Toronto)
🏢 Craig's Cookies
📍 Toronto