Head of Operations – Multi-Branch Restaurants

Accountabilities: • Lead and improve performance across multiple restaurant branches through Area Managers, Branch Managers, and shift leaders.

• Establish clear roles, operating standards, decision rights, escalation paths, audits, and daily and weekly management routines. • Improve visibility into service, delivery, staffing, branch performance, revenue, costs, margins, and unit economics while holding managers accountable for results. • Coach managers to take full ownership of their areas, strengthen leadership capabilities, and reduce unnecessary escalation to senior leadership. • Own the online customer journey, including discovery, ordering, delivery, issue resolution, repeat purchasing, conversion, average order value, and customer retention. • Develop pricing, promotions, bundles, and offers that support sales growth while protecting margins, and prepare budgets, forecasts, and performance plans. • Identify opportunities to improve profitability by reducing leakage, waste, operational bottlenecks, and inefficient processes. • Turn business opportunities into practical operating plans, pilots, service lines, partnerships, and institutional accounts. • Build relationships with merchants, delivery and courier partners, and service providers, while identifying internal solutions that can become repeatable and scalable services. • Support hiring, onboarding, and development as the business expands. • Use AI tools, dashboards, automation, and digital workflows to improve analysis, planning, reporting, documentation, and management processes. • Translate business problems into clear requirements and acceptance criteria for technology teams, and validate whether new systems deliver the intended results. • Establish a strong first-90-day operating foundation by stabilizing urgent issues, launching dashboards and workflows, defining priority pilots, and presenting a roadmap for future growth.

Requirements:

• 7+ years of experience in operations or business management, with proven experience leading multiple restaurant or food-service locations, such as in an Area Manager, Operations Manager, Head of Operations, or multi-unit General Manager role. • Demonstrated experience managing managers, establishing accountability, and improving operational performance. • Proven track record of improving processes, service quality, and profitability. • Strong understanding of P&L management, budgeting, food and labor costs, margins, and unit economics. • Comfortable working with data, dashboards, Excel or Google Sheets, and digital business tools. • Strong executive-level communication and stakeholder management skills. • High ownership, strong execution focus, and willingness to get hands-on when operational challenges require it. • Experience launching, scaling, or turning around a branch, brand, service, or business unit is a strong advantage. • Experience growing delivery operations or online sales through platforms such as GrabFood, foodpanda, websites, or mobile applications is beneficial. • Business development, partnerships, or sales experience is advantageous. • Practical experience with AI, automation, digital transformation, consulting, implementation, or operational turnaround is a plus. • Comfortable working with ambiguity, investigating root causes, separating facts from assumptions, and developing practical solutions without waiting for perfect instructions. • A strong ability to build capable managers and scalable systems rather than becoming the central point of dependency for every operational issue.