Brand Standards Coach & Trainer at Papa Johns – BOSTON, Massachusetts

The Brand Standards Coach & Trainer is a high-impact field leadership role responsible for bringing the Papa Johns brand to life in every shift, every store, and every guest interaction. This leader is in our restaurants daily, coaching teams on brand standards, customer experience, store presentation, product quality, and operational excellence.

Partnering closely with Directors of Operations, General Managers, and shift leaders, the Brand Standards Coach & Trainer ensures that every restaurant delivers consistent, crave-worthy pizza and a hospitality experience that keeps guests coming back.

• Conduct regular in-store evaluations focused on brand standards, product quality, speed of service, cleanliness, accuracy, and hospitality.
• Use a structured evaluation process (modeled on ROIP) to identify gaps, prioritize opportunities, and create action plans with store leaders.
• Ensure compliance with Papa Johns operational policies, food safety procedures, security practices, and all brand standards across assigned restaurants.

• Deliver hands-on, in-store training for new and existing team members and managers on:
  • Guest service and hospitality
  • In-station execution (make line, cut table, ovens, phones, dispatch, etc.)
  • Product build, bake, and quality standards
  • Order accuracy and service recovery
• Model “what great looks like” on the floor, side-by-side with team members, using real-time feedback and positive reinforcement.
• Support new product rollouts by training teams on recipes, procedures, and presentation requirements.

• Champion a “wow the guest” culture by teaching and reinforcing best-in-class customer service behaviors.
• Audit and coach on store image: curb appeal, lobby and counter presentation, uniforms, signage, POP, and digital ordering experience.
• Partner with store leadership to implement systems that keep the restaurant guest-ready at all times.

• Participate in Papa ERDR new restaurant openings (NROs), remodels, ownership transitions, and turnaround projects as the lead training and standards resource.
• Help develop store-level training plans and onboarding checklists for new team members and managers.
• Assist with the rollout of new operational tools, technology, or procedures within the franchise group.

• Track performance trends across restaurants (e.g., ROIP-style scores, VOC/guest feedback, product quality issues, speed metrics, food safety results).
• Provide clear, actionable feedback to Directors of Operations and General Managers, including recommended coaching, training, and process improvements.
• Re-visit and re-evaluate stores after coaching to ensure action plans are implemented and sustained.

• Spend the majority of time in the field, working shoulder-to-shoulder with teams in restaurants (not a desk job).
• Be a visible culture carrier for Papa ERDR: positive, energetic, professional, and highly guest-focused.
• Build strong, trust-based relationships with General Managers and shift leaders; influence through coaching, not just compliance.
• Balance support and accountability: celebrate wins, recognize improvements, and address non-compliance quickly and directly.
• Maintain a flexible schedule, including some evenings and weekends, to observe and coach peak business periods.
• Protect the brand by treating product quality, safety, and guest experience as non-negotiables.

Experience

• 2–4+ years of leadership experience in a Quick Service Restaurant (QSR) or fast-casual environment required.
• Prior experience as a General Manager, Multi-Unit Leader, Trainer, or Brand Standards/Operations Coach strongly preferred.
• Papa John’s experience or strong pizza/QSR background is a plus.

• Expert knowledge of day-to-day restaurant operations: labor deployment, food cost basics, prep, product builds, service flow.
• Strong training and coaching skills: can break tasks down, demonstrate, observe, and give clear feedback.
• Ability to read and discuss basic P&L drivers (labor, food costs, average ticket, sales mix) to connect standards to profitability.
• Exceptional communication skills—clear, direct, and encouraging with all levels of the organization.
• High level of personal organization: able to plan field visits, follow up on action plans, and keep accurate records.
• Comfortable using tablets/laptops and basic software tools to complete evaluations, trainings, and reports.

• Valid driver’s license, reliable transportation, and ability to travel frequently between Papa ERDR locations.
• Ability to travel within the assigned region the majority of the week; some overnights may be required based on geography.

• High school diploma or GED required.
• Associate’s or Bachelor’s degree in Business, Hospitality, or a related field is a plus but not required with strong experience.