Associate Operations Manager

Novakitchens; São Paulo; On-site; BRL 120,000 - 180,000; Full time

Job summary

NovaKitchens is seeking an Associate Operations Manager in São Paulo to oversee daily facility operations, ensure maintenance, onboard prospective partners, and deliver exceptional customer support. You will lead a cross-functional team, manage onboarding activities, and ensure a high-quality partner experience.

This onsite role requires 2 years in operations and related areas, with a focus on delivering reliable service in a fast-growing cloud kitchen environment.

Qualifications

• 2 years in operations management preferred.
• 2 years in employee/assistant management preferred.
• 2 years in restaurant management preferred.
• 2 years in property management preferred.
• Experience in online food delivery space is beneficial.

Responsibilities

• Lead and train a dedicated facility team, handling scheduling, training, and performance management.
• Manage an efficient order fulfillment process and deliver excellent customer service.
• Oversee janitorial staffing and sanitation to meet health and safety regulations.
• Conduct facility tours to engage restaurants and support sales pitches.
• Collaborate cross-functionally to set expectations with customers and identify value-added opportunities.

Skills

Operations management

Employee management

Restaurant management

Property management

Job description

NovaKitchens helps restaurateurs around the world succeed in online food delivery - our goal is to make food more affordable, higher quality and convenient for everyone.

We take underutilized properties and transform them into smart kitchens so they can better serve restaurateurs, customers and the neighborhoods they’re in. Every time we launch a new facility we create jobs in that neighborhood, and we’re proud to provide a wide range of cuisines and options for healthy food at an affordable price.

We're changing the game for restaurateurs whether they’re entrepreneurs opening their first restaurant all the way through to your favorite global quick-service restaurant chains.

What you’ll do

As an Associate Operations Manager at one of our cloud kitchen facilities, you will play a pivotal role in overseeing daily operations, ensuring facility maintenance, working to get prospective partners onboarded, and delivering exceptional customer support.

Team Management

• Lead and train a dedicated facility team, handling scheduling, training, and performance management.
• Manage an efficient order fulfillment process and deliver excellent customer service.
• Manage a janitorial team; uphold cleaning and sanitation protocols, ensuring compliance with local health and safety regulations.
• Cultivate a positive and inclusive work environment, fostering teamwork and communication across teams and departments.
• Lead facility tours where you will proactively engage with restaurants as part of relationship building and lead the overall sales pitch.
• Develop and maintain internal relationships to set proper expectations with potential customers and continually seek out value-added opportunities for customers that other teams can test out.

Customer Support and Retention

• Serve as the primary point of contact for restaurant partners, building and maintaining trusting relationships and solving any issues that arise.
• Quarterback the onboarding process for new restaurant partners, including assistance with permits, online delivery platform setup, and launch strategy planning.
• Manage the overall partner experience, preventing churn and extending the partner lifecycle.

Administrative & Strategic

• Participate in planning sessions with management and peers, utilizing data to make decisions.
• Review and report KPI metrics to facility management and contribute to goal setting.
• Manage and report the facility P&L, understanding key drivers for achieving facility-level profitability.

Building Repair and Maintenance

• Conduct routine inspections and maintenance audits on HVAC units, refrigeration units, water heaters, and ice machines with training and support from subject matter experts.
• Perform general upkeep and handle minor repairs and maintenance; coordinate with external vendors for specialized services.

What we’re looking for

• Operations Management: 2 years (Preferred)
• Employee Management/Assistant Management: 2 years (Preferred)
• Restaurant Management: 2 years (Preferred)
• Property Management: 2 years (Preferred)
• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know

This role is based in our São Paulo office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

Ready to join us as we serve those who serve others?

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