Head of Operations – Multi-Branch Restaurants

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise and enhance performance across all branches via the management team.

• Make service, delivery, staffing, and branch performance easily visible.

• Define clear roles, standards, decision-making rights, and escalation procedures.

• Implement daily and weekly management routines, audits, and follow-up practices.

• Hold managers accountable and mentor them to take full ownership of their areas.

• Minimize escalations to senior leadership.

• Manage the online customer journey from discovery to ordering, delivery, issue resolution, and repeat purchases.

• Enhance conversion rates, average order value, order frequency, and customer loyalty.

• Develop pricing strategies, promotions, bundles, and offers while safeguarding margins.

• Monitor revenue, costs, margins, and unit economics; identify leaks and waste.

• Prepare budgets, forecasts, and performance plans.

• Transform business opportunities into actionable plans and pilot projects.

• Launch and expand service lines, partnerships, and institutional accounts.

• Build networks with merchants, delivery and courier partners, and service providers.

• Identify internal solutions that can evolve into repeatable, sellable services.

• Recruit, onboard, and develop team members.

• Utilize AI tools for analysis, planning, reporting, and documentation.

• Collaborate with the tech team to design workflows, dashboards, and management panels.

• Identify manual processes suitable for simplification or automation.

• Convert business challenges into developer requirements and acceptance criteria.

• Assess whether new systems effectively address their intended issues.

• Report directly to the CEO while holding delegated COO-level operational responsibilities.

• Within the first 90 days, understand the business, stabilize urgent issues, establish management routines, launch dashboards and workflows, define pilots, achieve early wins, and present a growth roadmap.

⛳️ Requirements

• Over 7 years of experience in operations or business management, with proven success in leading multiple restaurant or food service locations (such as Area Manager, Operations Manager, Head of Operations, or multi-unit General Manager).

• Experience in managing other managers and ensuring their accountability.

• A history of enhancing processes, service quality, and profitability.

• Strong understanding of P&L, budgets, food and labor costs, and margins.

• Proficiency with data, dashboards, Excel or Google Sheets, and digital tools.

• Excellent communication skills, including interactions with executives.

• High level of ownership and readiness to be hands-on when required.

• Experience in launching, scaling, or revitalizing a branch, brand, service, or business unit.

• Experience in growing delivery operations or online sales (e.g., GrabFood, foodpanda, own website or app).

• Exposure to business development, partnerships, or sales.

• Practical knowledge of AI, automation, or digital transformation.

• Experience in consulting, implementation, or operational turnaround.

• Comfort with uncertainty and the ability to resolve issues independently rather than waiting for perfect instructions.

• Ability to distinguish facts from assumptions.

• Capability to develop stronger managers and more effective systems.

🏝️ Benefits

• HMO / Health Insurance

• Paid Time Off (PTO)

• Additional Leave

• Work from Anywhere / Work from Home

• Performance-Based Pay Raises