As an Associate Operations Manager at one of our ghost kitchen facilities, you will play a pivotal role in overseeing daily operations, ensuring facility maintenance, working to get prospective partners onboarded, and delivering exceptional customer support.

Responsibilities:

Team Management:

  • Lead and train a dedicated facility team, handling scheduling, training, and performance management.
  • Manage a highly efficient order fulfillment process, and deliver excellent customer service
  • Cultivate positive and inclusive work environments, fostering teamwork and communication across teams and departments.

Building Repair and Maintenance:

  • Conduct routine inspections and maintenance audits on HVAC units, refrigeration units, water heaters, and ice machines with training and support from subject matter experts.
  • Perform general upkeep and handle minor repairs and maintenance; coordinate with external vendors for specialized services.

Health and Cleanliness:

  • Manage a janitorial team (either internal or external, depending on the site); uphold cleaning and sanitation protocols, ensuring compliance with local health and safety regulations.
  • Monitor partner compliance with safety and health department protocols.
  • Enforce proper waste disposal procedures, responding promptly to cleaning-related emergencies.

Customer Support and Retention:

  • Serve as the primary point of contact for restaurant partners, building and maintaining trusting relationships, and solving any issues that arise
  • Manage the overall partner experience, preventing churn, and extending partner lifecycle.

Administrative & Strategic:

  • Train with senior positions in support, data analytics, and reporting.
  • Participate in planning sessions with management and peers.
  • Review and report KPI metrics to facility management and contribute to goal setting.
  • Manage and report the facility P&L, understanding key drivers for achieving facility-level profitability.
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