Head of Operations

Role Overview

The Head of Operations is a critical leadership role responsible for overseeing the overall operational efficiency and effectiveness of the organization. This role entails driving excellence in daily operations implementing strategic initiatives ensuring customer satisfaction and fostering a culture of continuous improvement across all outlets.

Key Responsibilities:

Operational Leadership:

• Oversee daytoday operations across all outlets to ensure optimal performance and adherence to company standards.
• Develop and implement operational policies procedures and best practices to enhance efficiency and productivity.
• Monitor key performance indicators (KPIs) and implement strategies to achieve operational goals and targets.

Sales and Order Management:

• Drive sales growth by implementing effective sales strategies and initiatives.
• Monitor order counts ticket averages and upselling efforts to maximize revenue.
• Collaborate with the marketing team to develop and execute local store marketing plans to increase sales.

Quality and Compliance:

• Ensure operational excellence through regular NSF audits and adherence to food safety and hygiene standards.
• Implement measures to control theft reduce costs and manage inventory effectively.
• Conduct internal audits to ensure compliance with company policies and procedures.

Team Development:

• Lead mentor and develop the operations team to achieve high performance and professional growth.
• Implement comprehensive training programs to enhance staff skills and knowledge in operations and customer service.
• Foster a positive and collaborative work environment that encourages innovation and teamwork.

Customer Experience:

• Enhance the customer experience by ensuring efficient order processing timely deliveries and highquality service.
• Address customer feedback and implement improvements to meet customer expectations.

Technical and POS Management:

• Oversee the Point of Sale (POS) systems and infrastructure to ensure seamless operations.
• Provide technical support to store managers and staff for any POSrelated issues.
• Implement system enhancements and training programs to improve POS functionalities and user experience.

Strategic Planning and Execution:

• Collaborate with the executive team to develop and execute strategic plans for business growth and operational excellence.
• Identify opportunities for innovation and process improvements to drive operational efficiency.

Financial Management:

• Develop and manage operational budgets to ensure financial targets are met.
• Monitor and analyze financial performance identifying areas for cost reduction and efficiency improvements.
• P&L Management

Safety and Security:

• Ensure compliance with health safety and security regulations across all outlets.
• Implement measures to protect customer and business data within the POS systems.

Marketing and Brand Management:

• Work closely with the marketing team to develop and execute marketing strategies that drive brand awareness and customer engagement.
• Oversee local store marketing initiatives to ensure alignment with corporate marketing goals.
• Analyze market trends and customer feedback to inform marketing strategies and improve competitive positioning.

Reporting and Analysis:

• Prepare regular reports on operational performance identifying trends challenges and opportunities for improvement.
• Present findings and recommendations to the executive team to support decisionmaking.

Qualifications:

• Bachelor’s degree in business administration Operations Management Marketing or a related field; MBA is a plus.
• Proven experience in a senior operations management role preferably in the food and beverage industry.
• Strong leadership and team management skills with the ability to inspire and motivate teams.
• Excellent analytical and problemsolving abilities.
• Strong understanding of POS systems and technical troubleshooting.
• Exceptional communication and interpersonal skills.
• Experience in developing and executing marketing strategies.
• Ability to work in a fastpaced dynamic environment and manage multiple priorities.
• Strong financial acumen and experience in budget management.