Operations Support Manager
hace 12 días
Orlando
Job DescriptionDescription: Job Overview: The Operations Support Manager is responsible for the strategic coordination, execution, and continuous improvement of key operational programs supporting Restaurant Operations, including menu lifecycle management, POS governance, digital ordering platforms, vendor coordination, and guest referral programs. This role exercises independent judgment to manage cross-functional initiatives, establish operational standards, analyze program effectiveness, and recommend process improvements that impact operational efficiency and guest experience. In addition, this position will provide on-site operational support to the Operations team as needed to support business continuity and address operational demands. Menu & POS: • Own the end-to-end menu rollout process, including timeline development, risk assessment, and cross-functional coordination with Operations, IT, Marketing, and Finance., • Evaluate menu and pricing changes for operational feasibility, identifying risks or conflicts and making recommendations prior to approval., • Serve as the operational authority for POS and digital menu standards, ensuring consistency, accuracy, and compliance across all platforms., • Develop and maintain SOPs for menu rollouts, POS requests, and system updates., • Act as primary operational liaison for the digital ordering platforms, making independent decisions on configuration within approved guidelines., • Analyze digital menu performance, item availability, and guest experience trends, and provide recommendations for improvement., • Manage and evaluate the guest referral program, including promotion setup, tracking effectiveness, and recommending changes to improve participation and ROI., • Analyze redemption trends and operational impact, preparing summary reports and recommendations for leadership., • Determine operational readiness and system requirements for new referral promotions., • Provide on-site operational support to the Operations team as needed, including assisting with day-to-day restaurant operations during periods of increased demand, staffing gaps, or special initiatives., • Serve as an on-site resource to support operational execution, troubleshoot issues in real time, and ensure adherence to operational standards., • Collaborate with field leadership and restaurant teams to support operational priorities and maintain continuity of service., • Manage vendor relationships related to menus, printing, and specialty items, including service levels, cost control, and issue resolution., • Review vendor invoices for accuracy, compliance, and budget alignment, resolving discrepancies independently., • Oversee the group tip submission process, ensuring compliance with company policy and wage and hour regulations., • Identify systemic errors or trends, recommend corrective actions, and coordinate process improvements with Operations and Payroll., • Serve as a subject-matter resource for field leadership regarding group tip procedures. Requirements: Skills/Experience: • Demonstrated ability to analyze operational data and trends, • Experience developing or improving operational processes, • Ability to make independent decisions and recommendations impacting operations, • Strong cross-functional influence skills, • Proficient in Microsoft Word, Excel, and PowerPoint., • Aloha POS or similar POS system experience highly preferred., • Excellent written and verbal communication skills., • Ability to interact professionally with other departments and outside contacts., • Ability to complete a heavy workload and handle multiple tasks in a fast-paced environment with minimal supervision., • Ability to multitask and work under pressure., • Excellent judgment and decision-making abilities. Educational Requirements: Work Environment and Physical Demands: • This position operates in a combination of office and field environments. Office work is primarily sedentary and includes extended periods of sitting, computer use, and telephone communication., • Field work involves supporting restaurant locations with day-to-day operations in a fast-paced environment and may require standing, walking, and travel between locations., • The role may occasionally require light lifting, use of hands and fingers for computer and mobile device operation, and effective verbal and written communication., • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals., • Ability to effectively present information and respond to questions from groups of managers, clients, and guests., • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.