Operations Manager

Job Purpose:

The Operations Manager oversees multiple areas and clusters within the Sbarro Store Operations network, providing strategic direction and operational support to ensure consistent execution of brand standards, achievement of sales and profitability targets, and development of Area Managers and Store Managers. This role is critical in driving operational excellence, customer satisfaction, cost management, and sustainable growth across all branches within the assigned region.

Key Result Areas (KRAs), Duties and Responsibilities, and KPIs

KRA 1: Operational Performance Management

Duties & Responsibilities:

• Plan, monitor, and drive the achievement of sales, profitability, and operational KPIs for all stores in the assigned region.
• Analyze sales trends, expenses, P&L statements, and store performance reports; develop action plans for underperforming branches.
• Conduct regular store visits and area reviews to ensure compliance with operational standards.
• Lead Area Managers in implementing continuous improvement initiatives.

KPIs:

• % achievement of sales and profit targets.
• Operating costs within budget across all areas.
• Audit compliance scores (store operational standards).

KRA 2: People Development and Leadership

Duties & Responsibilities:

• Manage, coach, and mentor Area Managers to build strong leadership pipelines.
• Approve and support succession plans for Store Managers and potential Area Managers.
• Conduct regular performance reviews and provide actionable feedback and development plans.
• Support talent retention and engagement initiatives within the stores.

KPIs:

• % of key positions filled internally (promotion rate).
• Area Manager performance scorecard results.
• Staff turnover rate vs. benchmark.

KRA 3: Customer Service and Brand Standards Execution

Duties & Responsibilities:

• Ensure all stores deliver consistent customer service aligned with brand promise.
• Monitor mystery shopper results, customer feedback, and store audits; implement corrective actions.
• Ensure execution of marketing and promotional activities in-store.
• Enforce compliance with food safety, sanitation, and safety standards.

KPIs:

• Regional customer satisfaction/NPS score.
• % of stores meeting or exceeding brand audit standards.
• Zero critical food safety violations in assigned region.

KRA 4: Financial Management and Cost Control

Duties & Responsibilities:

• Review and analyze P&L statements for each store and area; identify cost-saving opportunities.
• Approve operational budgets and monitor expenses for labor, supplies, and utilities.
• Support Area Managers in managing controllable costs and waste reduction.
• Implement best practices to maximize profitability.

KPIs:

• Labor cost as % of sales within benchmark.
• Food cost variance within acceptable range.
• % improvement in overall region profitability YOY.

KRA 5: Strategic Execution and Business Growth

Duties & Responsibilities:

• Work with the Operations Head in setting strategic direction for territory growth and operational expansion.
• Participate in site evaluations for new store openings or relocations.
• Support opening teams with operational readiness for new branches.
• Analyze market trends and competitor activities to recommend growth strategies.

KPIs:

• Successful opening of new stores on time and within budget.
• % improvement in sales for new and existing stores.

KRA 6: Cross-Functional Collaboration and Compliance

Duties & Responsibilities:

• Coordinate with HR, Marketing, Finance, and Supply Chain to align operational activities with company goals.
• Ensure Area Managers implement HR policies, labor laws, and disciplinary procedures correctly.
• Monitor and ensure full compliance with statutory requirements and internal controls.
• Provide regular operational reports to senior management.

KPIs:

• Timeliness and accuracy of operational reports.
• % resolution of audit or compliance findings.
• Zero major violations of labor or regulatory requirements.

Job Type: Full-time

Pay: From Php35,000.00 per month

Benefits:

• Company events
• Employee discount
• Opportunities for promotion
• Promotion to permanent employee

Education:

• Bachelor's (Preferred)

Experience:

• progressive leadership : 5 years (Preferred)

License/Certification:

• Relevant professional training or certification (Preferred)

Willingness to travel:

• 50% (Preferred)

Work Location: In person