Company: Pedros
Location: Cape Town
Job Type: Permanent
Industry: Restaurants / Quick Service Restaurant (QSR)
Experience Level: Mid-Senior
📌 Role Purpose
The Senior Operations Manager is responsible for implementing and maintaining the Operations Management System across all allocated Pedros stores. This role focuses on operational excellence, profitability, brand compliance, people development, and ensuring SOPs, food safety standards, and service benchmarks are consistently achieved.
🧾 Key Responsibilities
Operational Performance & Profitability
- Manage and support operational issues across multiple stores
- Drive turnover growth, customer count growth, gross profit, and profitability
- Ensure effective cost control (food, labour, operational expenses)
- Monitor and improve service efficiency and performance metrics
SOP, Quality & Compliance
- Maintain food quality as a top priority
- Ensure adherence to all SOPs, policies, and operational standards
- Maintain brand audits, food safety audits, and mystery shopper scores above benchmarks
- Monitor and implement corrective actions for compliance risks and operational gaps
People Management & Leadership
- Lead, coach, and develop Store Managers and teams to improve performance
- Reduce voluntary staff and management turnover
- Execute training, onboarding, and performance management processes effectively
- Drive employee engagement and build high-performing teams
Customer Experience & Brand Standards
- Maintain high levels of customer satisfaction across all channels
- Monitor and resolve customer complaints and implement corrective actions
- Drive positive digital ratings, QR survey participation, and Net Promoter Score performance
- Uphold Pedros’ leadership principles and customer-focused culture
Reporting, Administration & Communication
- Prepare, analyse, and review weekly and monthly operational reports
- Ensure accurate reporting on KPIs, audits, financial performance, and action plans
- Support marketing initiatives, promotions, and operational projects
📊 Key Performance Indicators (KPIs)
- Like-for-like turnover and customer growth
- EBITDA and gross profit percentage targets
- Brand audit, food safety audit, and mystery shopper scores
- Service speed metrics (SOS, drive-thru, delivery)
- Customer complaints ratio and digital ratings
- Staff and management turnover rates
- Delivery aggregator uptime and performance
🎓 Qualifications & Experience
- Qualification in Operations, Marketing, Business Development, or Business Administration
- Franchise and/or corporate store experience
- GAAP / Micros system experience
- Minimum 2 years’ experience as a multi-store operator or similar role
- Proven experience managing multi-site operations in high-volume environments
🧠 Technical & Behavioural Competencies
Technical Skills:
- Operational and financial acumen
- Quality control and SOP compliance
- Achieving sales, GP%, and profitability targets
- Advanced MS Office skills and reporting
Behavioural Skills:
- Excellent communication and interpersonal skills
- Strong leadership and people management ability
- High emotional intelligence (EQ)
- Ability to work under pressure and manage multiple priorities
- High attention to detail, autonomy, and problem-solving
⚡ Additional Requirements
- Valid driver’s licence
- Own vehicle (preferred)
- Willingness to travel regularly within the region
- Availability to support operational requirements outside standard hours
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