Operation Manager

**Position Summary**

As the Operations Manager of Happy Potato, you will take full ownership of day-to-day outlet operations, quality management, people performance, and outlet profitability. You are expected to lead with discipline, strategic thinking, and a data-driven mindset to uphold brand integrity, enhance customer satisfaction, and contribute directly to achieving the company's aggressive growth and revenue targets. This role is mission-critical to scaling a nationwide F&B brand.

Key Responsibilities

**1. Multi-Outlet Management**
- Supervise and monitor operations across all company-owned outlets nationwide.
- Plan and execute weekly/monthly outlet visitations and audits.
- Ensure consistency in branding, SOPs, layout, and service execution across locations.

**2. Quality Assurance & Food Safety**
- Design, enforce, and continuously improve the QA/QC framework across outlets.
- Oversee food preparation quality, freshness of raw materials, and product presentation.
- Conduct hygiene audits, random QC checks, and corrective action reporting.
- Ensure compliance with food safety regulations (e.g., HACCP, Halal requirements).

**3. Performance & Reporting**
- Monitor outlet-level KPIs including revenue, gross margin, food cost %, labor cost %, and wastage.
- Analyze sales trends and operational metrics to identify inefficiencies and performance gaps.
- Prepare weekly and monthly operations reports for leadership review.

**4. Team Management & Development**
- Lead and manage the operations team including Area Managers, Supervisors, and Outlet Leaders.
- Implement structured training, onboarding, and SOP reinforcement programs.
- Conduct performance appraisals, promote accountability, and manage disciplinary actions if needed.
- Build a pipeline of leadership talent for future expansion needs.

**5. Strategic Projects & Expansion**
- Assist in new outlet setup including layout design, workflow, equipment procurement, and pre-opening setup.
- Collaborate with Business Development for feasibility studies, site evaluation, and launch planning.
- Ensure smooth rollout of new products, promotions, and operational SOPs across outlets.

**6. Cost Control & Profit Optimization**
- Monitor and control key cost levers: manpower, raw materials, utilities, and logistics.
- Optimize roster planning and scheduling to match peak demand hours and reduce overtime.
- Work with Supply Chain on stock efficiency, wastage tracking, and inventory turnover improvements.

**7. Crisis & Incident Management**
- Act as escalation point for outlet emergencies, customer disputes, and operational breakdowns.
- Implement structured escalation protocols, post-mortem analysis, and corrective action plans.
- Maintain high responsiveness and professionalism under pressure.

**8. Cross-Functional Collaboration**
- Work closely with Marketing for campaign execution and outlet-level promotion feedback.
- Coordinate with Supply Chain for stock alignment, delivery optimization, and new SKU rollout.
- Partner with HR for recruitment, team morale, and disciplinary alignment.

**Qualifications & Requirements**
- Minimum 5-7 years of operations management experience in F&B or QSR (Quick Service Restaurant) sector.
- Strong leadership and communication skills to manage diverse teams.
- Proven track record in meeting operational KPIs and optimizing multi-outlet performance.
- Deep knowledge in SOP implementation, food hygiene regulations, and quality management systems.
- Highly organized, data-driven, and results-focused.
- Proficient in Microsoft Excel, Google Workspace, and POS back-end systems.
- Willing to travel frequently, work on weekends and public holidays as needed.

**Job Types**: Full-time, Permanent

Pay: RM5,000.00 - RM6,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Free parking
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Work Location: In person