In this episode of Grounded, Lauren Mitchell sits down with Mandy Muller to explore leadership, operational excellence, hospitality, and the power of people-first culture in foodservice. Mandy shares her unconventional journey from aspiring Macy’s fashion buyer to leading operations and innovation initiatives at Zaxby's, including insights on scaling a 1,000-location brand, evaluating restaurant technology, franchisee relationships, and creating meaningful employee resource groups.

Mandy Muller is the Vice President of Operations Services and Business Integrations at Zaxby’s Franchising, where she leads strategies focused on guest experience, operational performance, and brand growth. She also serves on the board of NextUp Atlanta and chairs Zaxby’s women’s ERG, Lead Hers.

5 Key Takeaways

Hospitality is ultimately about human connection.
Mandy shares multiple stories where simple acts of care changed people’s lives — from helping reunite families during the holidays to a Zaxby’s franchisee unknowingly stopping a guest from taking his own life through a small moment of kindness.
Great operators genuinely care about people and the brand.
As Zaxby’s scales past 1,000 locations, Mandy explains that consistency comes from franchisees who deeply believe in the business and uphold standards because they care — not because they’re forced to.
Technology only works when there’s a clear ROI.
From AI-powered drive-thru analytics to operational testing, Mandy emphasizes that flashy technology alone isn’t enough. Operators must be able to clearly explain how investments improve efficiency, guest experience, or profitability.
Communication and repetition are critical when rolling out change.
Mandy shares a memorable early-career mistake involving a “Make It Right” customer service initiative and explains why successful operational rollouts require constant reinforcement across every level of the organization.
Employee resource groups can create meaningful professional growth and connection.
Through Zaxby’s Lead Hers ERG and her work with NextUp Atlanta, Mandy discusses how mentorship, networking, salary negotiation skills, and community-building help empower the next generation of leaders.

Quote of the Episode

“We sell food, but at the end of the day, we’re in the people business.”
— Mandy Muller, Vice President of Operations Services and Business Integrations at Zaxby’s

🔗 Connect with the Guest(s)

Mandy Muller — Vice President of Operations Services and Business Integrations, Zaxby’s
LinkedIn: https://www.linkedin.com/in/mandymuller25/
Website: Zaxby's

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