Operations Manager - Fast Casual

Company Overview

Responsible for leading the operational, commercial, and financial performance of the Fast Casual Division, ensuring operational excellence, consistent brand standards, exceptional guest experiences, and sustainable profitability across all venues. Provides strategic and hands-on leadership to General Managers, driving revenue growth, cost efficiency, team performance, and continuous improvement across dine-in, takeaway, and delivery channels, while supporting the division's business expansion.

Role Summary

Responsible for the operational, commercial, and financial performance of the Fast Casual Division. Leads the General Managers of each outlet to deliver consistent standards, fast and accurate service, and sustainable profitability across dine-in, takeaway, and delivery channels.

Key Responsibilities

• Revenue Management: Accountable for the financial health of the Fast Casual Division, including managing the consolidated P&L, budgets, forecasts, and reports. Develop strategies to optimize revenue, control food and labor costs, reduce waste, and maximize operational efficiency by monitoring sales performance, average check, transaction counts, food cost, labor productivity, and key unit-level KPIs across all outlets.
• Operations & Guest Experience Management: Leads the overall operations of the Fast Casual Division, ensuring speed of service, order accuracy, product consistency, and guest satisfaction across all outlets. Oversees General Managers to deliver high-quality food and efficient service aligned with each brand's standards, while optimizing kitchen workflows, peak-hour throughput, and service flow, and monitoring guest feedback and online ratings to implement improvements across the division.
• Channel Growth & Strategic Initiatives: Drives growth across dine-in, delivery aggregators, online ordering, kiosks, and loyalty platforms, managing aggregator relationships, listings, pricing, promotions, and metrics such as preparation times and ratings. Leads strategic initiatives including new outlet openings, menu engineering, product launches, and local store marketing, in collaboration with culinary, marketing, supply chain, and internal teams.
• Team Leadership & Development: Leads, mentors, and develops the General Managers and outlet leadership teams across the Fast Casual Division through recruitment, onboarding, training, performance management, and succession planning. Builds standardized training programs and efficient labor scheduling to support high-volume operations, while fostering a culture of accountability, teamwork, and continuous improvement across all outlets.
• Compliance & Brand Standards: Ensures all outlets within the Fast Casual Division comply with company policies, SOPs, brand guidelines, and local food safety, hygiene, and health and safety regulations. Oversees inventory control, supplier compliance, and cash handling procedures, and conducts regular operational audits and mystery shopper reviews to maintain consistent standards across the outlets.
  
  

• Demonstrated experience in new venue openings, brand expansion, operational improvement, and business development initiatives.
• Strong leadership and people management skills, with the ability to develop high-performing teams, drive accountability, and influence business performance.
• Excellent analytical, problem-solving, decision-making, and stakeholder management skills, with a results-driven and guest-centric approach.