We are seeking an experienced, hands-on, and commercially focused Food Kiosk Operations Manager to oversee the operational performance of our food kiosk business. The Operations Manager will be responsible for ensuring consistent operational standards, efficient manpower deployment, food quality and safety, cost control, customer experience, and business performance across the assigned kiosks. This role works closely with Store Managers and Area Managers to translate company strategies into effective day-to-day execution. The ideal candidate is a strong operator who can identify operational gaps, improve processes, develop people, and build a scalable and efficient kiosk operation.
The Operations Manager is responsible for making the kiosk operation work better, faster, more consistently, and more profitably. The role focuses on operational standards, process improvement, people capability, cost control, food safety, customer experience, and scalable systems, working together with Area Managers and Store Managers to deliver sustainable business performance across the kiosk network.
Key Responsibilities
1. Operations Management
- Oversee and drive operational excellence across assigned food kiosks.
- Establish, implement, and continuously improve operational procedures and SOPs.
- Ensure all outlets consistently meet company standards for service, food quality, cleanliness, safety, and efficiency.
- Conduct regular operational visits, inspections, and performance reviews.
- Identify operational gaps and implement corrective and preventive actions.
- Standardise best practices across outlets to ensure consistency.
- Support Store and Area Managers in resolving complex operational issues.
- Ensure stores are adequately prepared for peak periods, promotions, new product launches, and business changes.
2. Process Improvement & Productivity
- Review existing operational processes and identify opportunities to improve efficiency and productivity.
- Develop practical solutions to reduce unnecessary costs, wastage, errors, and downtime.
- Improve workflow across food preparation, service, replenishment, cleaning, and closing procedures.
- Introduce appropriate tools, checklists, and operating controls to improve execution.
- Measure the effectiveness of operational improvements through relevant KPIs.
- Drive continuous improvement initiatives across the kiosk network.
3. Store Performance& Commercial Support
- Work with Area Managers and Store Managers to improve sales and store profitability.
- Monitor key operating indicators including sales, labour cost, food cost, wastage, productivity, and customer service.
- Analyse operational and sales data to identify trends, risks, and improvement opportunities.
- Develop action plans for underperforming outlets and monitor their progress.
- Support initiatives to improve sales, upselling, product mix, and customer conversion.
- Ensure operational improvements contribute to sustainable business growth and profitability.
4. People & Workforce Management
- Work closely with Area Managers and Store Managers to ensure appropriate manpower planning.
- Review staffing levels, productivity, rosters, and deployment across outlets.
- Establish clear operating standards and performance expectations for store teams.
- Support the development and implementation of training programmes for Store Managers, Supervisors, and Service Crew.
- Identify capability gaps and recommend appropriate training and coaching.
- Develop Store Managers and operational leaders to improve management capability.
- Promote a culture of accountability, teamwork, service excellence, and continuous improvement.
5. Food Quality, Safety & Hygiene
- Establish and maintain high standards of food safety, hygiene, and product quality.
- Ensure all outlets comply with company food safety procedures and applicable regulatory requirements.
- Conduct regular operational and hygiene audits.
- Monitor food preparation, storage, temperature control, product handling, portioning, and presentation.
- Review audit findings and ensure corrective actions are implemented promptly.
- Investigate recurring food quality or safety issues and implement preventive measures.
- Work with relevant stakeholders to maintain consistent product quality across all outlets.
6. Inventory, Food Cost & Wastage Control
- Establish effective inventory management procedures across the kiosk network.
- Monitor stock accuracy, stock usage, wastage, spoilage, and inventory variances.
- Develop initiatives to improve food cost and reduce unnecessary wastage.
- Ensure proper receiving, storage, stock rotation, and FIFO practices.
- Review inventory and wastage reports and identify abnormal variances.
- Work with Store and Area Managers to improve stock management discipline.
- Collaborate with purchasing and supply teams to address recurring supply or product issues.
7. Equipment & Store Infrastructure
- Ensure store equipment and facilities are properly maintained and operational.
- Establish preventive maintenance practices to minimise equipment downtime.
- Coordinate with suppliers, contractors, landlords, or relevant departments on maintenance issues.
- Monitor equipment performance and identify opportunities for replacement or improvement.
- Support the planning and operational setup of new kiosks and renovations.
8. Customer Experience & Service Standards
- Establish consistent service standards across all kiosks.
- Monitor customer feedback, complaints, service quality, and operational issues.
- Work with Store Managers to address recurring customer service problems.
- Identify opportunities to improve speed of service, order accuracy, product availability, and customer satisfaction.
- Ensure operational processes support an efficient and positive customer experience.
9. Reporting & Performance Management
- Develop and maintain operational KPIs and performance dashboards.
- Review daily, weekly, and monthly operational reports.
- Monitor outlet performance and identify trends requiring management attention.
- Prepare regular operations reports for senior management.
- Provide recommendations based on operational data and business insights.
- Track action plans and ensure agreed improvements are completed within the required timeframe.
10. New Outlet Opening & Business Projects
- Lead or support the operational readiness of new kiosk openings.
- Develop opening checklists, SOPs, manpower requirements, equipment plans, and training requirements.
- Coordinate operational preparation before opening.
- Ensure new outlets achieve required operational standards during the opening and stabilisation period.
- Support new menu launches, promotions, technology implementation, system changes, and other business projects.
- Ensure successful rollout of operational initiatives across all outlets.
Requirements
- Minimum 5 years of experience in food & beverage, retail, hospitality, or multi-unit operations.
- Previous experience in food kiosk, café, restaurant, QSR, or multi-outlet operations is strongly preferred.
- Proven experience in an Operations Manager, Area Manager, Senior Store Manager, or equivalent role.
- Strong knowledge of food service operations, manpower planning, inventory, cost control, and customer service.
- Demonstrated experience in process improvement and operational performance management.
- Strong analytical skills with the ability to interpret sales, labour, food cost, wastage, and operational data.
- Excellent leadership, communication, coaching, and stakeholder management skills.
- Strong problem-solving and decision-making abilities.
- Good knowledge of food safety, hygiene, and workplace safety practices.
- Proficient in Microsoft Office, POS/reporting systems, and basic data analysis.
- Highly organised, proactive, and results-oriented.
- Willing to travel between outlets and work flexible hours, including weekends and public holidays when required.
Working Conditions
- Full-time position, 6 days work week
- Responsible for multiple food kiosk locations
- Regular travel between outlets is required
- Require work during weekends, public holidays, and peak operating periods
- Primarily office-and-field based, with significant time spent in stores
- Requires a hands-on approach and active involvement in outlet operations
What We Offer
- Competitive salary package
- Performance-based incentives, where applicable
- Leadership and professional development opportunities
- Career progression within a growing food & beverage business
- Exposure to multi-outlet operations and business improvement projects
- Dynamic, collaborative, and performance-oriented working environment
