Operations Management Talent Acquisition

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Thomas Willet Director Operations Management, Strategic Planning EXECUTIVE SUMMARY

Servant Leader and accomplished Director of Operations with 26+ years of progressive leadership experience in the restaurant industry. Adept at building high-performance teams, driving YOY revenue and EBITDA growth, and overseeing multi-unit territories. Recognized for streamlining operations, maximizing profitability, and cultivating strong relationships with cross-functional stakeholders. Skilled at recruiting top talent, developing future leaders, and fostering an organizational culture of service excellence.

CORE COMPETENCIES

● Multi-Unit Operations Management

● Budgeting & Strategic Planning

● Talent Acquisition & Team Building

● Process Improvement & Cost Control

● P&L Analysis & Financial Optimization

● Customer Experience & Service Excellence

● Cross-Functional Leadership

● Community & Brand Engagement

PROFESSIONAL EXPERIENCE

WHATABURGER November 1998 – Present

Progressed through multiple leadership roles within a major quick-service restaurant brand, managing diverse teams and driving profitability across multiple locations. Market Leader (Jan 2022 – Present)

● Oversee a multi-unit territory with focus on talent management, customer service, and financial optimization across several markets

● Develop strategies to meet or exceed EBITDA, drive sales, and enhance operational efficiency Key Achievements:

● Improved YOY EBITDA by $2.7M in 2023

● Increased YOY EBITDA by $532K on $41M in sales in 2024

● Built a fully staffed team for multiple new-unit openings, hiring over 10+ managers and team leaders

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Thomas Willet Director Operations Management, Strategic Planning Director of Operations (July 2017 – Jan 2022)

● Led 44 restaurants generating $140M+ in annual revenue, with responsibility for a senior area manager and 8 area managers

● Drove quarterly and yearly budgeting processes, aligning business goals with operational performance

● Developed customer-centric culture emphasizing top-tier service standards and retention of high-performing talent

● Built Brand Awareness through involvement in Charitable and Community Events

● Collaborated in Developing Quarterly Business Meetings for Region

● Oversaw new project and product rollouts

Key Achievements:

● Established strategic plans to improve sales and customer satisfaction scores across the region

● Mentored new multi-unit leaders, guiding them on operational excellence and brand standards Senior Area Manager (Jan 2016 – June 2017)

● Oversaw 12 restaurants, supervising two area managers; consistently raised customer satisfaction and financial KPIs

● Built and groomed talent pipelines, ensuring 100% staffing levels and a strong promotion-from-within culture

● Co-developed mobile app strategies for the Brand to enhance customer engagement

● Developed quarterly Zone Playbook planning and Quarterly Business Plans Area Manager (Oct 2005 – Dec 2015)

● Managed all aspects of budget, staffing, and operations for multiple locations

● Led cross-location initiatives to improve operational excellence, integrating new policies and rollouts

● Led Zone bottom 5 meetings to develop strategies that improved operational excellence within units

● Implemented and completed Yearly and Quarterly Zone Playbook and Overview Strategies

● Developed regional Customer Service spreadsheet to help target performance KPI’s

● Collaborated on Mentoring Workbook for Region to develop Managers and General Managers

● Mentored and coached new Area Managers

● Collaborated in the Quarterly Business Reports for the Region QBM

● Area Manager of the Quarter: Q3 2010, Q1 2011, Q3 2011, Q2 2014 Key Achievements:

● Successfully opened 3 new units while maintaining strong financial performance in existing locations

● Coached teams to multiple Whatagames medals, including Gold and Silver placements

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Thomas Willet Director Operations Management, Strategic Planning General Manager (Jan 2000 – Oct 2005)

● Oversaw overall restaurant operations, meeting P&L targets and ensuring food safety and brand standards compliance

● Served as a Training Store GM, onboarding and mentoring new managers Key Achievements:

● Whatagames Gold Medalist (2005) and Thomas E. Dobson Award Finalist (2005

● Special Ops Team to provide support for San Angelo Market – 2004

● Special Ops Team to provide support for Di Iberville, MS – 2004

● Special Ops Team to provide support for Hoama, LA – 2003

● Second Highest Mystery Shops scores in Company - 2002 Manager (Jan 1999 – Jan 2000) Team Member (Nov 1998 – Jan 1999)

● Rapidly progressed from entry-level position to management through proven leadership, customer service, and efficient operations

EARLY EXPERIENCE

Equal Employment Opportunity Commission (1991 – Jan 1999)

● Handled intake charge processing, on-site investigations, and FOIA requests

● Analyzed case material and authored decisions/recommendations on cases

● Strengthened ability to manage sensitive information and adhere to regulatory standards COMMUNITY INVOLVEMENT

Actively engaged in charitable events and youth development programs, including:

● Big Brothers/Big Sisters

● San Antonio Food Bank

● Daily Bread Ministries

● KLRN Blazing Gavels Fundraiser Telethon

● Coaching youth sports for 20+ years

ADDITIONAL HIGHLIGHTS

● Recognized for superior mystery shop scores, consistently performing in the top-tier of the organization

● Experience collaborating with cross-functional teams on product rollouts and operational efficiency projects

● Adept at utilizing MS Office and operational tools for data analysis, scheduling, and reporting References available upon request.

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