Operational Excellence Specialist

Job Purpose

The Operational Excellence Specialist is responsible for developing, implementing, and improving operational standards across restaurants and coffee shops. The role ensures consistent service quality, efficient workflows, cost control, food safety compliance, and continuous improvement of business performance.

Key Responsibilities

Operations Improvement

• Analyze restaurant and coffee shop operations to identify opportunities for improvement.
• Develop and implement operational excellence standards, procedures, and best practices.
• Improve store workflows, service speed, labor efficiency, and customer experience.
• Conduct operational reviews and provide improvement recommendations.
• Support new store openings and operational readiness.

Process \& Standardization

• Create and maintain Standard Operating Procedures (SOPs), checklists, and operational guidelines.
• Ensure consistency in food preparation, beverage quality, service standards, and store appearance.
• Review and optimize customer journey processes from ordering to delivery.
• Implement tools such as Lean, 5S, Kaizen, and continuous improvement practices.

Quality \& Customer Experience

• Work closely with Quality and Operations teams to improve food quality, hygiene, and service standards.
• Monitor customer feedback, complaints, and satisfaction trends.
• Identify root causes of operational issues and implement corrective actions.
• Improve guest experience through process improvements.

Cost \& Efficiency Improvement

• Analyze labor productivity and staffing efficiency.
• Identify opportunities to reduce waste and improve inventory utilization.
• Support initiatives to reduce food waste, beverage waste, and operational costs.
• Improve equipment utilization and store productivity.

Performance Monitoring

• Develop and track operational KPIs, including:
• Sales per labor hour
• Order preparation time
• Customer waiting time
• Food and beverage waste
• Customer satisfaction scores
• Audit results
• Store compliance scores
• Employee productivity

Training \& Team Development

• Train restaurant teams on operational standards and improvement initiatives.
• Coach managers and supervisors on problem-solving and continuous improvement methods.
• Promote a culture of operational excellence across all locations.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, Operations Management, or related field preferred.
• Experience in restaurant, café, hospitality, or retail operations.
• Knowledge of SOP development, process improvement, and operational audits.
• Understanding of food safety, hygiene standards, and customer service operations.
• Strong analytical, communication, and project management skills.
• Experience with Lean, Six Sigma, or continuous improvement tools is an advantage.

Preferred Experience

• Multi-unit restaurant or coffee shop operations.
• Franchise operations and brand standards.
• Store performance improvement projects.
• Inventory control and labor optimization.
• Digital tools for reporting and operational dashboards.

Key Success Measures

• Improved store operational efficiency
• Faster service times
• Reduced waste and operating costs
• Higher customer satisfaction
• Improved compliance with brand standards
• Consistent product and service quality across all locations
• Increased profitability and team productivity

Interested candidates please forward your application to [email protected]

Work Location: In person