Company: Pedros
Location: Gaborone
Job Type: Permanent
Industry: Restaurants / Quick Service Restaurant (QSR)
Experience Level: Mid-Senior
📌 Role Purpose
The Operations Manager is responsible for implementing and maintaining the Operations Management System across all allocated stores in Botswana. The role emphasizes operational excellence, profitability, brand compliance, people development, and ensuring all SOPs, food safety standards, and service benchmarks are consistently met.
🧾 Key Responsibilities
Operational Performance & Profitability
- Manage operational issues across multiple stores
- Drive turnover growth, customer 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 priority
- Ensure adherence to all SOPs, policies, and operational standards
- Maintain brand audit, food safety audit, and mystery shopper scores above minimum benchmarks
- Implement corrective actions for audit outcomes, compliance risks, and operational gaps
People Management & Leadership
- Lead, coach, and mentor Store Managers and teams
- Reduce voluntary staff and management turnover
- Execute training, onboarding, and performance management processes effectively
- Build high-performing, engaged teams
Customer Experience & Brand Standards
- Ensure high levels of customer satisfaction across all channels
- Monitor and resolve customer complaints promptly
- Drive positive digital ratings, Net Promoter Score, and customer experience metrics
- Uphold Pedros’ values, leadership principles, and customer-obsessed culture
Reporting, Administration & Communication
- Prepare, analyse, and review weekly and monthly operational reports
- Ensure accurate reporting on KPIs, audits, and financial performance
- Support marketing initiatives, promotions, and operational projects
📊 Key Performance Indicators (KPIs)
- Like-for-like turnover and customer growth
- EBITDA and gross profit % 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 a high-volume environment
🧠 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 strong 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
- Attention to detail, autonomy, and strong 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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