Process Improvement Officer

The Process Improvement Officer is responsible for leading the development of continuous improvement programs of both new and existing customer experience store cleanliness and condition systems, tools and processes by constant store visits/contextual interviews, systems data validation, feedback system and competitive check/analysis which will drive all down to operating cost improvement/ efficiencies. The role is primarily in-charge of the Cleanliness and Sanitation (C&S) system in the restaurant, and the store condition maintenance and upkeep program.

Key Responsibilities

Program Development and Management

• Leads the section/ or unit in developing customer experience management tools and processes in line with store cleanliness and condition that integrates in cross-functional requirements to drive strategic business decisions
• Develops and manages the C&S System, and the Day-OneLook-And-Feel Program in the restaurant operations.
• Leads the section/ or unit in reviewing RS' initiatives to ensure alignment to customer experience standards on store cleanliness and condition along with its pertinent components
• Primarily in-charge of upholding the Cleanliness and Condition pillar in direct support of FSC.

Stakeholder Partnership and Alignment

• Ensures effective execution of the direction from Restaurant Systems and Jollibee Philippines Leadership Team; and carryout the required tasks in a timely manner
• Facilitates a healthy and effective feedback culture for the section/unit, department, and cross functional teams
• Provides technical expertise to support groups and stores in ensuring that customer experience store cleanliness and condition standards are implemented and met
• Serves as the Jollibee operations teams’ voice in the other support groups when it comes to pertinent feedback/inputs on store’s C&S, and store condition.
• Spearheads coordination with other Restaurant Systems departments and outside partners to address concerns to ensure achievement of high service levels.

Customer Experience Research

• Supports business case review through problem-solution analysis, fact finding techniques and scenario planning that will drive structured business decision process
• Synthesizes identified issues in cleanliness and condition from surveys and other feedback forms; and leads in the creation of action plans to address gaps
• Conducts regular store visits to check for consistencies and understanding deviations of stores from store C&S, condition, Covid Safety, and environmental management standards
• Identifies systems-related systemic gaps in the CX areas and recommends action plans to address these; involves QM in the assessment as needed
• Keeps abreast on the latest trends on customer service and experience delivery of the industry and related service industries to continuously explore areas for system-wide improvements
• Research on the latest trends on restaurant ambience and condition, and C&S to help keep Jollibee’s relevant systems and processes competitive and up to date.

Process Improvement/ Innovations

• Leads in developing continuous improvement programs of both new and existing customer experience store C&S and condition systems, tools and processes by constant store visits/contextual interviews, systems data validation, feedback system and competitive check/analysis which will drive all down to operating cost improvement
• Effectively manages key projects by following project management processes from exploration to post-evaluation, be able to work with a team or work groups and demonstrate effective communication and integration skills for each of the project assignments
• Reviews and endorses project proposals for final approval of Leadership Team to ensure accuracy of information, financial feasibility, capacity fit, and alignment to the organization’s business directions
• Coordinates with both internal and external groups needed to own and perform these processes to achieve optimal investment cost as well as turn-around time as part of the service-level agreements.

Job Qualifications

• Bachelor’s degree in Chemical Engineering, Industrial Engineering, Environmental Management or any related program or equivalent.
• At least 4 years of relevant work experience, including a minimum of 3 years in a supervisory, project management, or team lead capacity.
• Exposure to Cleanliness & Sanitation Systems is a plus.
• Experience in the food industry (QSR) is a plus
• Must be willing to conduct fieldwork as needed
• Must be willing to work in Ortigas, Pasig (Hybrid Work Setup).

Jollibee Foods Corporation is the hiring entity for this requisition.