Susan Englar Email & Phone Number

Boston, Massachusetts, United States

As part of the leadership team for this restaurant management, support and investment platform, I lead business operations and planning, strategic goal alignment, policy and procedure development, food safety, internal communications, and systems implementation across owned and franchised brands. I partner with business leaders, owners and franchisees to develop and test new products, systems and standards and design and deliver training programs to ensure successful launch. I establish and implement measurement tools to evaluate processes, improve compliance and mitigate risk, and collaborate with brand leaders to ensure program consistency across the organization.Achievements include:•Promoting operational excellence and positive guest experiences by integrating technology across brands to measure restaurant operations and create action plans for improvement; operational scores improved 10%.•Developing and producing comprehensive operations manuals to reinforce brand standards, including SOPs, policies and communications to enable effective on-site implementation and support franchisee success. •Designing and implementing training programs, including content development, video production and execution plans, and coaching and mentoring on instructional writing, documentation and timeline development. •Improving cost of goods by utilizing technology to build product recipes and improve inventory count accuracy, resulting in better measurement of costs, food and beverage variances and food waste.•Implementing restaurant visit software to monitor compliance with SOPs, procedures and regulations, improving operational compliance by 2.5% to date. •Currently leading a supply chain initiative to consolidate purchasing, improve vendor service and pricing and reduce system outages.

Boston, Massachusetts, United States

I established, built and scaled the operations function for this fast-casual restaurant chain with 90 locations and 2,500 employees. I hired, trained and coached new talent, created department procedures and processes, operations manuals and training and development programs to enable professional development throughout the organization. I led innovation and R&D, and collaborated with marketing and leadership teams to drive improvements to new product development and facilitate system implementation. Oversaw a team of 7 including brand communications, R&D, supply chain, training development and field training.Successes included:•Driving improvements to food safety processes, implementing restaurant visits and ongoing training to increase food safety scores from 68% to 85% over a 2 year period. •Developing and launching innovative new measurement tools, systems and reports to drive continuous improvement, deliver actionable processes and increase bottom line revenue. •Strengthening team performance and improving guest experiences through comprehensive training, new product development, system and testing implementation resulting in service excellence.•Providing skilled operations and change management leadership to secure team’s position as respected, highly functioning resource for essential training, internal communications and talent development. •Directing menu overhaul initiatives, developing implementation plans, obtaining new products and vendors, and designing on-site training “road shows” to ensure successful launches.•Being tapped to lead supply chain optimization by negotiating vendor contracts and establishing inventory controls, achieving 5% cost of goods decrease while maintaining quality standards.

Boston, Massachusetts

Miami-Fort Lauderdale Area

During my time at Burger King, I rose through the ranks and continually advanced through multiple leadership positions. In this role, I led strategic planning, development and deployment of global training programs, including a centralized focus on consistent brand representation across locations. I designed, refined and maintained enterprise-wide SOPs to support successful execution and integration of product, promotional and operational initiatives. I drove improvements to internal communications systems and compliance with operational processes, and collaborated with external vendors on creation of new content formats. Managed and coached an operations manager. Highlights included:•Spearheading the creation and launch of new smartphone apps and an electronic operations calendar, improving consistency and compliance with operational routines across 8K restaurants in 3 countries.•Leading innovation of new methods to deliver communications and content, including video-based learning and software to engage, educate and train employees and foster a culture of excellence. •Developing and managing a restaurant improvement program, creating plans to engage employees and franchisees and providing guidance on methods and tools, resulting in 5% increase in guest satisfaction.

Miami-Fort Lauderdale Area

I created standards, training materials and communications to facilitate improved operations across 7,500 US and Canadian locations. I collaborated with senior leadership, innovation, research and development and marketing teams to create the Daily Planner communication tool, enabling locations to successfully execute promotions, marketing initiatives, and new product launches.

Miami-Fort Lauderdale Area

I created standards, training materials and communications to facilitate improved operations across 7,500 US and Canadian locations. I collaborated with senior leadership, innovation, research and development and marketing teams to create the Daily Planner communication tool, enabling locations to successfully execute promotions, marketing initiatives, and new product launches.

Miami-Fort Lauderdale Area

I developed and launched first-ever global operations manual for restaurants in 69 countries. I created content, standards and documentation processes, worked cross-functionally to obtain stakeholder approvals, and managed in-market localization and translations

Omaha, Nebraska, United States

Lincoln, Nebraska, United States

Coursework, Education

Coursework, Business Management

Coursework, Business, Math, Education