Operations Leader - Multi-Brand Development Expert

David M. Roberts

Ashburn, VA • 410-***-**** • ***************@***.***

Leader People Developer Force Multiplier Motivator Communicator Data Driven

Executive Summary

I’m a strategy-minded COO and operator with 25+ years leading complex, non-traditional, multi-brand businesses across the U.S., Canada, India, Korea, and the UAE. For 17 years, I operated at the center of the airport F&B industry—scaling brands, stabilizing underperforming portfolios, and building operating systems that turn strategy into execution. I create clear planning rhythms, align teams around a set of measurable priorities, and move organizations from insight to action without noise. I’ve spent years in the boardroom, at the negotiating table and on the ground—presenting to investors, coaching senior leaders, and delivering results that are disciplined, repeatable, and durable.

Core Values & Capabilities

•Integrity in everything.

•Fundamental understanding that people are the most valuable resource and a firm belief in incentive-based leadership coupled with a culture of accountability.

•Normalized focus on doing the right thing for the right reasons, every time.

•Provide clear, concise and specific direction, followed by an inherent structure of accountability

•Enterprise planning and prioritization (OKRs, portfolio views, scenario planning)

•Company-wide vision for executing the overall strategy and staying focused on the goal

•Insights to action across brand, marketing, product/digital, culinary, and operations

•Pricing/offer architecture; test-and-learn programs that scale when validated

•Executive reporting: monthly P&Ls with narrative and forward strategy

•People systems: career paths, executive bootcamps, mentor pairings, succession planning

•Performance KPI’s and Action Plans for every direct report to constantly calibrate tactics, identify hurdles early and solve problems using all intellectual resources

Professional Experience

Chief Operating Officer

Hangry Joe’s Franchising, LLC Sept 2024 – Present U.S., Canada, Korea, India & UAE

•Set the annual plan and weekly operating rhythm for 100+ locations; a concise KPI set, short reviews, and focused follow-ups to keep priorities moving.

•Developed Franchisee incentive plans to promote compliance and brand alignment.

•Partnered with brand/marketing on market-level plans for 100+ stores; coordinated ad buys and layered campaigns without breaking capacity or CX.

•Responsible for GTM strategy for 150 stores on the development schedule, identifying real estate tiers correlated with sales goals by market.

•Implemented AI component for site-selection with competitor KPI’s, sales and rankings in target markets

•Created P&L’s to track income and costs and provided a full, monthly analysis of financial performance with narratives and forward actions so field and corporate leaders had context and next steps.

•Organized and mediated bi-monthly, in-person board meetings, reported progress since last meeting and aligned next-stage goals.

•Kept a revenue mindset—joined key calls, modeled the close, unblocked decisions—while protecting guest experience.

•Launched a self-paced, self-development program, matching managers with mentors to close practical skill gaps.

•Navigated the complex system of Area Developer, Franchisee, Partnerships, Joint Ventures and Investor contracts to develop accurate forecasts and mid/long term stretch targets for the company.

Senior Vice President, Operations

SSP America Mar 2008 – Mar 2022 U.S., Canada & Caribbean

•Developed and maintained Airport Leadership relationships to influence contract awards/extensions

•Negotiated with Airport Development on real estate, rent adjustments, menu offerings and customer service KPI’s

•First Chair in Union negotiations for 15 years in the most challenging markets in North America, including New York, Chicago, Toronto and L.A., producing balanced long-term contracts.

•Led a team of Human Resources, Recruiting, Finance & Analysis, Operations and Development for half of the U.S. and all of Canada.

•Designed, built and ran four (4) large-scale, off-site food processing and production facilities in the U.S. and Canada to support hundreds of restaurants with base prep, sauces, soups and RTE retail products for an enormous Grab & Go program across North America.

•Installed structure and process at individual store level to improve revenue predictability, providing a backbone off which to build labor models, control purchases and determine pars/prep schedules.

•Oversaw 350+ public-facing venues with $500M+ revenue in high-volume environments, balanced brand portfolio, guest experience, and cost discipline.

•Reported to the CEO directly for ten (10) years and worked closely with the executive team to build short/mid/long term company strategy on growth, deal analysis and market expansion.

•Built a durable planning rhythm—budgeting, forecasting, variance reviews—that improved predictability and focus.

•Developed a Business Review system to involve unit-level stakeholders to take responsibility for store performance and grow their breadth of knowledge and circle of influence.

•Improved financial performance (EBITDA +$22M) through mix, staffing models, and cleaner cost control without losing sight of the guest.

Owner and Operating Partner

Wild Animal Hospitality Mar 2022 – Sept 2024 VA and regional partnerships

•Built local partnerships and repeat business, simple weekly flash on pipeline, seasonality, conversion, and margin.

•Trained teams for fast, respectful, consistent service; small habits that raised satisfaction and frequency.

Director of Franchise Operations

Al Copeland Investments Feb 1998 – Mar 2008 U.S. and Middle East

•Opened and supported dozens of units; taught unit economics, labor planning, and local-store marketing to new leaders.

•Rolled out clear standards and training that sped openings and reduced rework.

Representative Strategy & Execution Work

•Enterprise planning: defined a handful of key initiatives with owners, timelines, and measures; kept one portfolio view to prevent fragmentation.

•Cross-functional alignment: synced promotions and capacity; added pricing guardrails, bundles, and upsell prompts to lift average check without hurting CX.

•Executive communication: short, useful updates for the C-suite; board materials that explain what changed, why it matters, and what we will do next.

Education

University of Montevallo — Montevallo, AL — B.A., English (1995–1999)

Rosen College — Orlando, FL — Certificate, Hospitality Management (2008–2010)

Other Accolades

SSP America – President’s Operator of the Year Award – 2008, 2009, 2012

AXN Awards – Best New Concept: Urban Crave

FAB Awards – Best New Bar with Food: 5 Burrough Food Hall

ACI Awards – Best Overall F&B Program: New York/JFK – T4

Additional Attributes

Platforms and methods: Salesforce CRM discipline; KPI dashboards; QBR/stewardship packs; proposal color reviews; Agile/Lean prep cycles.

Compliance and controls: audit readiness, data accuracy, stewardship reporting.

Remote leadership: experienced leading distributed teams across U.S./Canada; frequent travel acceptable.

References

I will provide a bevy of references from industry leaders, CEO’s, CDO’s, Presidents, owners and partners, as well as other industry leaders who can speak directly to my leadership methods, operating excellence and consistent results.

Contact this candidate