Director, Operations Excellence

Tim Hortons is a leading quick service restaurant (QSR) brand known for its commitment to delivering remarkable reliability and exceptional hospitality under the guiding principle 'Nice Like You Mean It'. As part of the Restaurant Brands International (RBI) family, one of the largest global QSR companies, Tim Hortons benefits from a powerful international presence with nearly $45 billion in annual system-wide sales and over 32,000 restaurants across more than 100 countries and territories. RBI owns other renowned brands such as Burger King, Popeyes, and Firehouse Subs and operates with a strong emphasis on sustainable practices benefiting food systems, the environment, and communities worldwide.

Tim Hortons is currently seeking a Director of Operations Excellence to join its team in Miami, FL. This position is integral to driving operational innovation and improving the efficiency and effectiveness of restaurant processes across the entire US system. Reporting directly to the Vice President of Franchise Operations & Operations Excellence, this role leads a dedicated six-person team charged with enhancing operational performance through refined workflows, strategic equipment utilization, and streamlined in-store operations including drive-thru execution. The position requires onsite presence five days per week to support a collaborative in-office working environment.

The Director of Operations Excellence plays a critical role in supporting Tim Hortons' growth trajectory within the competitive quick service restaurant sector by developing and implementing modern operating practices aligned with the brand’s strategic priorities. The role ensures that restaurants are operationally ready ahead of new product launches through close collaboration with marketing and field teams, enabling a seamless experience for customers and franchise partners alike. Through continuous improvement initiatives, the director works to increase restaurant profitability by reducing equipment maintenance needs and enhancing productivity.

A key component of the role includes overseeing the U.S. training ecosystem such as e-learning modules for restaurant team members and Tims University, which facilitates franchisee pre-opening training. The director is responsible for ensuring training content remains current, operationally accurate, and fully aligned with emerging brand standards and new system implementations. Partnering with both Field Operations and Franchising, the director fosters franchisee onboarding improvements and overall restaurant readiness.

Vendor and partner management is another focal area, requiring active oversight of operational suppliers ranging from guest insights and audit vendors to equipment providers. This stewardship includes vendor performance tracking, contract compliance, and the assessment of new partnerships to bolster operational innovation.

Collaboration with Restaurant Technology teams ensures that key systems — including POS, scheduling, production management, and inventory tools — support operational efficiency and enhance guest and employee experiences. The director also acts as a trusted liaison fostering alignment between marketing, development, digital initiatives, and field operations to transform brand goals into actionable restaurant strategies.

Ideal candidates will bring 6 to 10 years of relevant experience in operations, business consulting, or related fields, preferably with director-level leadership exposure. Experience in customer-facing environments, franchised systems, and drive-thru operations is highly advantageous. The role demands a blend of analytical problem-solving, innovative thinking, strong interpersonal skills, and the ability to influence diverse stakeholders, including franchise operators, often without direct authority.

The successful Director of Operations Excellence at Tim Hortons will exhibit proficiency in Microsoft Office applications, operational training program management, vendor oversight, and technology deployment. They will foster an environment of continuous operational improvement, driving both brand consistency and profitability. RBI supports its employees with comprehensive benefits emphasizing physical, mental, and financial wellness, including a global paid parental leave program and access to free telemedicine and mental health resources. This opportunity presents a chance to play a pivotal role in a fast-growing, globally respected QSR brand dedicated to operational excellence and sustainable practices.