How does a career in operations prepare you to lead the people strategy for one of the most beloved breakfast brands in the South?

In this edition of Lessons from the Field, Black Box Intelligence CMO Andy Smith sits down with Belinda Kyle, Chief People Officer at Biscuitville. Belinda shares her unique career trajectory—starting in restaurant operations before transitioning into HR—and how that "boots on the ground" experience shapes her approach to workforce intelligence today.

We also dive into Biscuitville’s famous "Life After 2:00" philosophy, exploring how a unique operating model creates a powerful recruiting and retention advantage in the competitive QSR landscape.

Key Takeaways:

• The Ops-to-CPO Pipeline: Belinda shares how her "boots-on-the-ground" experience in restaurant operations provided the essential credibility and insight needed to lead a high-performing HR function at the executive level.
• The "Life After 2:00" Advantage: How Biscuitville leverages its unique operating hours to offer employees a work-life balance rarely seen in the restaurant industry, driving industry-leading retention.
• Scaling a "Much-Loved" Legacy: Founded in 1966, Biscuitville has expanded to over 85 locations while maintaining a deep-rooted, local brand identity through a people-centric culture.
• Workforce Strategy in the Morning Rush: Navigating the unique HR challenges of the breakfast daypart and why operational empathy is the key to successful people management.

About the Guest: Belinda Kyle is an award-winning industry veteran and the Chief People Officer at Biscuitville, a family-owned QSR brand founded in 1966 known for its authentic Southern breakfast and local ingredients.

Episode 11 | 06/19/25

Episode Overview

From viral review stories and haiku responses to brand voice libraries and the power of AI, this conversation is packed with insights every restaurant leader needs to hear.

In this Lessons from the Field episode, Katie Garcia (Founder) and Susie Ragland (CMO) of Gather Media explore the ROI of responding to guests, the operational impact of listening to feedback, and why your star rating might be your most underutilized sales lever.

Key Takeaways:

[Insight #1] – Start small, but start

• A 20-response library is better than none. Review management is a marathon, not a sprint.

[Insight #2] – Don’t ignore the weird ones

• Even bizarre reviews can reveal trends—or drive loyalty with the right response.

[Insight #3] – Brand voice matters online

• Guests want to feel your personality in how you respond. (Yes, even through a haiku.)

[Insight #4] – Routing is everything

• Feedback should reach ops, legal, and even franchisees to be truly actionable.

[Insight #5] – AI is a tool, not a replacement

• Human-led, brand-driven responses still win hearts (and five-star ratings).

Mentioned in the Episode:

• Best Practices Award (BPA)
• Operationalizing Guest Feedback—and Why It All Starts with Caring:
  Insights from Torchy’s Tacos
• Gather Media
• GuestXM

Episode 10 | 04/17/25

Episode Overview

Employee turnover remains one of the biggest challenges in the restaurant industry—but how can you use data to manage it more effectively?

In this Lessons from the Field episode, Jenilee Childs (VP of HR) and Darcy Dees (Director, HRIS & People Analytics) of Noodles & Company share how their team leverages benchmarking data to support operators with actionable insights.

Key Takeaways:

[Insight #1] – Utilizing Data to Understand Employee Turnover

• Noodles & Company likely analyzes employee turnover rates across different locations and roles to identify patterns and root causes. This data-driven approach helps in developing targeted strategies to improve retention.

[Insight #2] – Enhancing Training Programs Through Performance Metrics

• By tracking performance metrics, the company can assess the effectiveness of training programs. Insights gained enable the refinement of training content and methods to better equip employees for success.

[Insight #3] – Implementing Predictive Analytics for Staffing Needs

• Predictive analytics may be used to forecast staffing requirements based on historical data and trends. This ensures optimal staffing levels, reducing employee burnout and improving customer service.​

[Insight #4] – Personalizing Employee Engagement Initiatives

• Data collected from employee feedback and performance reviews can inform personalized engagement strategies. Tailored initiatives contribute to higher job satisfaction and retention rates.​

[Insight #5] – Aligning Operational Goals with Employee Performance

• By aligning individual performance metrics with broader operational goals, Noodles & Company ensures that employees understand their impact on the company's success, fostering a sense of purpose and motivation.

Mentioned in the Episode:

• Workforce Intelligence
• GuestXM
• Connect with the Noodles & Company Team
  • Jennilee
    • LinkedIn
    • Email
  • Darcy
    • LinkedIn
    • Email