Head of Operations & Guest Experience

Kiosks NYC; New York (NY); On-site; USD 165,000 - 180,000; Full time

Benefits offered by this job

Bonus Potential

Medical and life insurance

Paid holidays and vacation

Job summary

José Andrés Group operates Mercado Little Spain in New York, located at Hudson Yards. They seek a Director of Operations to lead senior operational performance, culture, and guest experience across all Mercado concepts.

The role partners with GMs, Culinary Leadership, Events, Beverage, Marketing, Finance, People & Culture, and senior JAG leadership to drive exceptional results, manage P&L, and elevate hospitality and brand integrity.

Qualifications

• Must have 5+ years of multi-unit or corporate dining management experience.
• Firm understanding of food preparation and standards.
• Proven track record in openings and managing multiple units.
• Entrepreneurial, energetic and passionate; strong supervisory skills.
• Ability to develop business plans and financial budgets.

Responsibilities

• Provide overall operational leadership and strategic direction for Mercado Little Spain.
• Oversee performance of restaurants, kiosks, and guest-facing operations.
• Set clear operating priorities and maintain high hospitality standards.
• Lead planning for seasonal peaks, events, and high-volume periods.
• Own financial performance with budgets, forecasts, and cost controls.
• Develop General Managers and leaders; build succession plans.
• Champion guest engagement, feedback analysis, and service recovery.
• Maintain safety, sanitation, and regulatory compliance.
• Collaborate with Culinary, Beverage, Marketing, and Finance on initiatives.

Skills

Leadership

Strategic planning

P&L understanding

Guest experience

Education

Serv Safe certification

Job description

José Andrés Group operates Mercado Little Spain in New York, located at Hudson Yards. They seek a Director of Operations to lead senior operational performance, culture, and guest experience across all Mercado concepts.

The role partners with GMs, Culinary Leadership, Events, Beverage, Marketing, Finance, People & Culture, and senior JAG leadership to drive exceptional results, manage P&L, and elevate hospitality and brand integrity.