Although women account for more than half of the workforce, their presence in executive leadership remains limited in the restaurant industry. Shake Shack's Chief People Officer Diane Neville is leading the charge to change this through innovative development programs and mentorship initiatives. Neville joined a panel during Crunchtime’s Ops Summit 2024 to share key insights into growth strategies and fostering effective internal development.
Neville joined Shake Shack in 2019 with over 20 years of HR experience, including scaling teams, building foundational practices, and enhancing corporate brands. As Shake Shake’s Chief People Officer, she is responsible for the national development and oversight of all human resources workforce strategies and functions. Diane has also held various HR roles with P.F. Chang's, Grimaldi's Pizzeria, McKesson Corporation, Fender Musical Instruments, and AON.
Let’s dive into the key insights shared during the session.
Shake Shack has its sights set on growth—recently making headlines for tripling its number of planned stores as it charts massive expansion. As a result, the company plans to hire and develop 1,800 managers and 58,000 team members over the next three years. This is a massive undertaking that must be executed carefully and precisely. Neville's response to this challenge has been transformative. Through extensive research and roundtable discussions, her team discovered that the primary barriers to advancement weren’t external factors like childcare or home life, but rather confidence and specific skill gaps in areas such as Microsoft Excel proficiency, handling difficult conversations, and understanding P&L statements.
In response to these findings, Neville spearheaded the creation of "Shift Up," a comprehensive 16-week development program specifically designed for women and people of color. Running four cohorts annually, with approximately 900 participants to date, the program boasts an impressive 78% promotion rate, with several participants advancing to multi-unit leadership positions.
Neville explained, “I tell a lot of people on my team to do everything you can to expand your knowledge. Learn the business. Learn the financial aspects. Learn and know everything, understand enough to be dangerous in every area.”
Understanding that sustainable growth requires ongoing support, Neville implemented a formal mentorship program through Workday that matches mentors and mentees based on skills and competencies. The program features a 12-month commitment structure with regular check-ins and a robust library of resources for both mentors and mentees. This systematic approach ensures meaningful connections while maintaining flexibility for informal mentorship opportunities.
"It's so important to unlock programs that help us stay true to who we are, to stand for something good," stated Neville.
Under Neville's leadership, Shake Shack is setting a new standard for employee development in the restaurant industry. By creating structured pathways for growth while maintaining flexibility for individual development, the company is not just addressing immediate staffing needs but is also building a sustainable pipeline of diverse leadership talent. The success of these initiatives demonstrates that when organizations invest in breaking down barriers and building confidence, they can create meaningful opportunities for advancement at all levels.
To learn more insights from the panel, click here.