Head of Operations – Multi-Branch Restaurants

Accountabilities:: Lead and improve performance across multiple restaurant branches through Area Managers, Branch Managers, and shift leaders. Establish clear roles, operating standards, decision rights, escalation paths, audits, and daily and weekly management routines. Improve visibility into service, delivery, staffing, branch performance, revenue, costs, margins, and unit economics while holding managers accountable for results. Coach managers to take full ownership of their areas, strengthen leadership capabilities, and reduce unnecessary escalation to senior leadership. Own the online customer journey, including discovery, ordering, delivery, issue resolution, repeat purchasing, conversion, average order value, and customer retention. Develop pricing, promotions, bundles, and offers that support sales growth while protecting margins, and prepare budgets, forecasts, and performance plans. Identify opportunities to improve profitability by reducing leakage, waste, operational bottlenecks, and inefficient processes. Turn business opportunities into practical operating plans, pilots, service lines, partnerships, and institutional accounts. Build relationships with merchants, delivery and courier partners, and service providers, while identifying internal solutions that can become repeatable and scalable services. Support hiring, onboarding, and development as the business expands. Use AI tools, dashboards, automation, and digital workflows to improve analysis, planning, reporting, documentation, and management processes. Translate business problems into clear requirements and acceptance criteria for technology teams, and validate whether new systems deliver the intended results. Establish a strong first-90-day operating foundation by stabilizing urgent issues, launching dashboards and workflows, defining priority pilots, and presenting a roadmap for future growth. Requirements: 7+ years of experience in operations or business management, with proven experience leading multiple restaurant or food-service locations, such as in an Area Manager, Operations Manager, Head of Operations, or multi-unit General Manager role. Demonstrated experience managing managers, establishing accountability, and improving operational performance. Proven track record of improving processes, service quality, and profitability. Strong understanding of P&L management, budgeting, food and labor costs, margins, and unit economics. Comfortable working with data, dashboards, Excel or Google Sheets, and digital business tools. Strong executive-level communication and stakeholder management skills. High ownership, strong execution focus, and willingness to get hands-on when operational challenges require it. Experience launching, scaling, or turning around a branch, brand, service, or business unit is a strong advantage. Experience growing delivery operations or online sales through platforms such as GrabFood, foodpanda, websites, or mobile applications is beneficial. Business development, partnerships, or sales experience is advantageous. Practical experience with AI, automation, digital transformation, consulting, implementation, or operational turnaround is a plus. Comfortable working with ambiguity, investigating root causes, separating facts from assumptions, and developing practical solutions without waiting for perfect instructions. A strong ability to build capable managers and scalable systems rather than becoming the central point of dependency for every operational issue. Benefits: HMO / health insurance. Paid Time Off (PTO). Additional leave. Work-from-anywhere / work-from-home arrangement. Performance-based pay raises. Opportunity to work directly with executive leadership and take on delegated COO-level responsibilities. Potential growth toward a COO-level position as the business and scope expand. Opportunity to work with AI, dashboards, automation, and technology-enabled operating systems. Exposure to multi-location operations, business development, partnerships, and new service creation.