Operational Excellence Manager

1 day ago

Greater Sydney Area, Australia Pappa Flock Full time $80,000 - $120,000 per year

Location

: Sydney - Our Head Office is in Parramatta and we have restaurants across Sydney, Brisbane and the Gold Coast. 

Role Highlights

: This is a high-impact, newly created role driving the culture of our young & vibrant brand. It is responsible for customer satisfaction, crew training delivery, FOH operations & restaurant experience and consistency across our restaurant network.  

Role Overview:

The Operational Excellence Manager is a newly created role for the Pappa Flock team and sits in our People & Culture team. This person is responsible for driving the culture of our Brand across our restaurant teams. We care about the moments that matter to our customers, and this role will lead the way on guest experience. 

Having a solid a L&D or QSR/FCD Operations background is essential as you will be working in collaboration with the COO and external training developer to implement crew training across our restaurant network. You will also be responsible for developing crew communications, acting as the conduit with restaurants for relevant marketing & L&D initiatives.   

Pappa Flock is a young brand, and we are growing quickly. You'll have the opportunity to trial new things without the constraints of more established brands. There is a requirement for travel across our store network and you will be spending most of your week in restaurants developing our crew. There is however flexibility for how to structure your schedule. 

Responsibilities:

  • Responsible for the implementation and maintenance of crew training across the Pappa Flock restaurant network. Working closely with the COO and our external training provider, you will ensure our digital training platform is up to date and reinforce culture and team learning during your time in restaurants.
  • Implementation of crew training for new and LTO products, ensuring guests are surprised and delighted with their in-restaurant experience.
  • Develop internal communications strategy as it relates to restaurant crew. Prepare and distribute regular crew communications in collaboration with the CMO & COO.
  • Collaborate with the Customer Experience Coordinator to assess patterns in online customer reviews, distil the learnings and develop plans to ensure a great customer experience.
  • You will develop and implement our 'moments that matter' which is all about surprising and delighting the customer. All the fun stuff like Halloween and Summer holiday fun LTO activations.
  • Manage crew preparedness for new restaurant openings in collaboration with the Operations Manager
  • Develop special operational projects that drive crew culture such as peak hour competitions etc

Candidate Profile

Background in L&D or Business Coach in the QSR/FCD. Minimum 5 year's experience. 

We value tertiary education however, your real-world experience and cultural fit is our priority. 

Strong written and verbal communication skills. You are a connector and collaborator. 

Confident at communicating both with restaurant crew and the management team.

You will need to deliver feedback on continuous improvement in a transparent manner.

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