Job Description

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