Senior Operations Manager

Role Overview

The Senior Operations Manager is responsible for overall operational performance across all locations, ensuring that Regional Managers effectively execute company standards, maintain quality, control costs, and drive continuous improvement.

This role focuses on high-level performance monitoring, structured audits, financial discipline, operational consistency, and coaching Regional Managers to ensure strong execution across all restaurants.

The Senior Operations Manager ensures that all locations operate in line with company standards, SOPs, financial targets, and brand expectations.

Key Responsibilities

1. Leadership & Oversight of Operations Managers

• Manage and supervise Regional Managers across all locations

• Set performance expectations and KPIs for Regional Managers

• Review weekly and monthly reports submitted by Regional Managers

• Ensure consistent execution of company standards across all stores

• Identify gaps in performance and implement corrective actions

• Coach and develop Regional Managers to improve effectiveness

2. Operational Performance Monitoring

• Monitor overall performance across all corporate locations

• Ensure locations meet targets related to:

• Food cost
• Labor cost
• Sales performance
• Customer satisfaction
• Operational compliance
• • Analyze weekly dashboards and identify performance trends
• • Ensure locations operate efficiently and profitably

3. Quality Assurance & Compliance Audits

• Conduct thorough operational inspections across all locations monthly; and ensure regional managers rectify all the pointers accordingly. The senior operations manager will be evaluating and converting these findings into tasks for the regional managers and ensure they are resolved on time.

• Ensure compliance with:

• SOPs
• Food safety standards
• Brand standards
• Cleanliness standards
• Service standards
• • Identify operational gaps and enforce corrective actions
• • Ensure audit findings are resolved within defined timelines

4. Financial Control Oversight at corporate locations

• Review and monitor:

• Food cost performance
• Labor cost structure
• Waste levels
• Productivity ratios
• • Identify opportunities for cost optimization
• • Ensure proper scheduling structures across locations
• • Ensure CRM data accuracy to support performance analysis

5. Staff Performance & Structure Review at corporate locations

• Evaluate staffing structures across locations

• Ensure adequate coverage for peak and off-peak hours

• Identify staffing inefficiencies

• Support Regional Managers in optimizing team performance

6. Performance Improvement & Problem Resolution

• Resolve complex operational issues escalated by Operations Managers

• Support underperforming locations with corrective action plans

• Ensure consistent service standards across all brands

• Drive continuous improvement initiatives

7. Central Point of Contact for Operators & Store Managers

Act as the primary escalation and support point for all Operators and Store Managers across locations.

• Serve as the main focal point for all operational matters across stores

• Handle escalations from Operations Managers, Operators, and Store Managers

• Review and respond to operational concerns, complaints, and improvement suggestions

• Oversee CRM tickets and ensure timely resolution of issues raised by locations

• Ensure all requests submitted through CRM or internal communication channels are properly tracked and closed

• Coordinate with internal departments (Operations, HR, Culinary, IT, Finance, Marketing, Procurement, Logistics) to resolve issues efficiently

• Identify recurring operational challenges and implement long-term solutions

• Ensure consistency in decision making across all locations

• Provide guidance and direction to Operations Managers when handling store-level challenges

• Ensure all operators and store managers receive timely support aligned with company standards

8. Reporting to Director of Operations

• Submit structured performance summaries

• Highlight risks, gaps, and improvement opportunities

• Recommend operational improvements

• Support strategic decision making

KPIs

• Overall food cost performance

• Overall labor cost control

• Audit compliance score

• Improvement in underperforming locations

• Consistency of service standards

• Accuracy of CRM reporting

• Google review ratings improvement

• Regional Managers performance scores

• Operators’ satisfactionMonthly and quarterly surveys

• Monthly and quarterly surveys