Summary of Job

The Senior Operations Manager is responsible for overseeing the operational performance, profitability, compliance and sustainability of an assigned franchise store/s.

The role is responsible for ensuring that franchise stores operate in accordance with company brand standards, operating procedures and commercial requirements, while working closely with the Franchisee to drive sales, control costs, develop people and maximise store profitability.

The Senior Operations Manager acts as a key operational link between the Franchisee and company Head Office, providing guidance, support, coaching and accountability across all areas of store operations.

The role requires strong commercial and operational leadership, with a particular focus on sales growth, GP%, labour, food cost, controllable expenses, customer experience, operational compliance and management capability.

KEY RESPONSIBILITIES:

• Provide operational leadership and support to assigned franchise stores.

• Ensure franchisees and store management teams understand and comply with company's operating standards.

• Monitor and improve store turnover, GP%, food cost, labour and controllable expenses.

• Partner with Franchisees to develop action plans that improve store performance and profitability.

• Conduct regular store visits, operational reviews and performance discussions.

• Identify operational risks and implement appropriate corrective action.

• Support Franchisees and Store Managers with troubleshooting and operational challenges.

• Ensure adherence to Pedros brand standards, SOPs, food safety and health & safety requirements.

• Review store audit results and ensure corrective actions are implemented within agreed timelines.

• Monitor customer complaints and implement root-cause corrective action.

• Coach and develop Store Managers and management teams.

• Identify succession and talent development opportunities within the franchise operation.

• Work closely with HR, Training, Finance, Supply Chain and other Head Office departments to resolve operational matters.

• Support the implementation of new products, campaigns, systems and operational initiatives.

• Ensure franchise stores maintain the required customer experience and service standards.

• Conduct regular commercial and operational reviews with the Franchisee.

• Maintain accurate reporting and provide feedback to the National Operations Manager.

• CORE ACCOUNTABILITY:

  • The Senior Operations Manager is accountable for ensuring that the franchise store is commercially sustainable, operationally compliant and capable of delivering the brand experience, while working in partnership with the Franchisee to drive long-term business performance.

QUALIFICATIONS / EXPERIENCE / REQUIREMENTS:

• Proven experience within the QSR / restaurant / retail environment.

• Previous experience managing or supporting franchise operations is advantageous.

• GAAP and Micros experience.

• Minimum 3–5 years' experience in Operations Management, preferably within a high-volume QSR environment.

• Proven experience managing store-level P&L and financial performance.

• Experience working with franchisees, business owners or multi-stakeholder environments.

• Demonstrated experience in improving store performance, profitability and operational standards

• Valid driver's license