Operations Manager
15 hours ago
Job Title: Operations Manager
Reports To: Head of Operations / CEO (when HoO absent)
Role OverviewThe Operations Manager is responsible for overseeing day-to-day FOH operations across all stores, ensuring that strategic plans are implemented effectively on the ground. This role acts as the key bridge between strategy and execution, ensuring smooth coordination of people, processes, and performance outcomes.
Key ResponsibilitiesStore Operations & Performance- Oversee daily FOH operations across all stores, ensuring consistent service and operational standards.
- Host 1:1 sessions with Business Managers and support weekly sales reviews and target planning for each store.
- Consolidate and prepare reports on sales, costs, and product performance for management review.
- Monitor and track store scorecards to evaluate performance, using results as the basis for promotions, bonuses, and salary adjustments.
- Enforce FOH SOPs by conducting regular audits and organizing refresher training sessions where needed.
- Provide guidance and daily operational support to Business Managers and Operations Partners.
- Deliver training programs for Business Managers and Operations Partner candidates.
- Arrange and conduct training assessments to ensure capability-building and achievement of team development targets.
- Lead FOH hiring processes, including interviews, onboarding, and follow-up on integration.
- Lead project management for new store openings, from planning to execution.
- Manage supplier relationships and oversee retail/store supply forecasting to ensure availability and cost efficiency.
- Drive vertical development initiatives and operational optimization projects.
- Oversee technology and POS system setup for new and existing stores.
- Provide first-level technical and systems support to store teams.
- Coordinate with HR, Branding, and Finance teams to ensure effective communication and timely resolution of cross-functional tasks, including invoice submission and discrepancy resolution.
- Act as the first point of contact to resolve any store emergencies, ensuring timely solutions and minimal disruption to operations.
- Coordinate cross-store resources to ensure both operational efficiency and consistent service quality.
- Bachelor's degree in Business Administration, Hospitality Management, or related field.
- 5–8 years of relevant experience, including at least 2–3 years in the F&B or hospitality sector.
- Proven track record in multi-store or multi-unit management.
- Strong leadership, communication, and stakeholder management skills.
- Proficient in English and Mandarin (spoken and written).
- Competent in Microsoft Office and Google Workspace.
- Familiarity with AI tools, POS systems, and digital operational platforms.
- Strong analytical, organizational, and project management skills.
- Hands-on, proactive problem solver who can thrive in a fast-paced and dynamic environment.
- Passionate about people development, operational excellence, and brand integrity.
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