Sr. Manager of Field Operational Excellence (Canada)

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.