Head of Operations

Yum! Brands; London; On-site; GBP 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Head of Operations for Europe to drive operational excellence across its renowned restaurant brand. This pivotal role involves leading strategies that enhance guest satisfaction and franchise profitability while ensuring compliance with brand standards. The ideal candidate will possess a robust background in operations, a passion for the food industry, and the ability to foster high-performing teams. Join a forward-thinking company committed to innovation and excellence in the fast-paced world of quick-service restaurants.

Qualifications

• Minimum 10 years experience in operations, preferably in the QSR industry.
• Strong communication skills and stakeholder engagement.

Responsibilities

• Lead Pizza Hut's operational strategy across Europe for excellence.
• Mentor franchise business coaches and develop talent within the organization.

Skills

Operations Management

Communication Skills

Analytical Skills

Relationship Management

Adaptability

Education

Business/Management Qualification

Tools

MS Office Suite

Job description

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About Us
Pizza Hut, a subsidiary of Yum! Brands, Inc. (NYSE: YUM), serves and delivers more pizzas than any other pizza company. Pizza Hut is committed to providing an easy pizza experience across all channels, including Dine-in, Take-Away, Own Delivery, Aggregators, Web, and App. Founded in 1958, Pizza Hut has become the most-recognized pizza restaurant in the world, operating more than 19,000 restaurants in over 100 countries. Together, we strive for culinary excellence and unmatched dining experiences, whether in our restaurants or at home.

Job Purpose
The Head of Operations, Europe, will be a key leader, reporting directly to the General Manager and working closely with Pizza Hut Global Operations. This role is critical in establishing a roadmap for operational excellence, optimizing technology adoption and utilization, and building a repeatable model that drives key metrics—including Guest & Team Member satisfaction and performance—to lay the foundation for transaction growth. This individual will play a pivotal role in enhancing franchise capability and profitability by elevating the Guest & Team Member experience. The ideal candidate must bring a strong sense of accountability, urgency, and ownership, coupled with a continuous growth mindset. Proven experience in operations, building scalable success routines, and leading high-performing teams is essential.

Job Functions

1. Operational Leadership: Lead and execute Pizza Hut's operational strategy across Europe, ensuring excellence at every touchpoint. Establish success routines and processes to enhance efficiency, consistency, and customer experience.
2. Franchise Management & Support: Guide and support franchisees in aligning with Pizza Hut’s operational and brand standards. Work closely with franchise partners to drive operational improvements and foster strong relationships.
3. Operational Excellence & Standards: Develop and implement SOPs to ensure consistency in service, product quality, and customer experience. Monitor key metrics like speed of service, accuracy, and cleanliness to improve performance.
4. Guest Experience Enhancement: Lead initiatives to improve guest satisfaction and service consistency. Analyze feedback and service metrics to develop actionable improvement strategies.
5. Team Leadership & Development: Mentor and develop franchise business coaches and Ops leads, fostering a high-performance culture. Build a talent pipeline within the organization.
6. Operational Strategy & Innovation: Leverage industry trends, tools, and technology to foster innovation. Align initiatives with broader business goals and use data-driven insights for strategy development.
7. Compliance & Brand Protection: Ensure adherence to food safety, health regulations, and brand standards. Conduct regular audits to maintain excellence.
8. Financial Accountability: Support franchisees in maximizing profitability through cost control, labor efficiency, and inventory management. Analyze financial performance and provide recommendations.

Experience & Skills Required

• Minimum 10 years experience in operations, preferably in the QSR industry.
• Strong communication skills, capable of engaging with various stakeholders including restaurant teams, franchise partners, and global teams.
• Business/Management qualification.
• Adaptability, sense of urgency, accountability, and ability to manage multiple data sets and deadlines.
• Analytical skills with attention to detail and continuous improvement mindset.
• Knowledge of business operations and unit economics.
• Franchise experience and proficiency in MS Office Suite.
• Interest and experience in food, especially within QSR/Casual Dining sectors.
• Relationship management skills, customer obsession, digital mindset, and emotional intelligence.

Additional Details

• Seniority level: Executive
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industry: Restaurants

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