Operations Excellence & Restaurant Systems Manager

Jollibee Group; California (MO); On-site; USD 110,000 - 160,000; Full time

Job summary

Tim Ho Wan North America is seeking an Operations Excellence & Restaurant Systems Manager to develop and implement scalable restaurant systems, SOPs, and technology platforms across North America. You will partner with Global Operations and regional leaders to ensure consistent, high-quality execution in a fast-growing franchise environment.

The role focuses on building processes for new openings, toolkits for operational readiness, and continuous improvement initiatives across multiple

Qualifications

• 5–8 years of multi-unit restaurant operations or operations excellence.
• Experience developing SOPs, restaurant systems and standards.
• Experience supporting new store openings and expansion projects.
• Experience managing restaurant technologies, POS, and operating systems.
• Proven project management and cross-functional leadership.

Responsibilities

• Build scalable operating systems and standards across locations.
• Lead store openings, asset coordination and launch readiness.
• Drive operational excellence and continuous improvement.
• Develop training programs and coordinate cross-functional initiatives.
• Collaborate with Global Operations and field leadership.

Skills

SOP development

Project management

Cross-functional leadership

Restaurant operations

Change management

Stakeholder alignment

Education

Bachelor's Degree in Business Administration or related

Tools

POS systems

Restaurant technology platforms

Job description

The Operations Excellence & Restaurant Systems Manager is responsible for developing, implementing, and continuously improving restaurant systems, operating standards, technology platforms, and business processes across Tim Ho Wan North America.

The role serves as the key link between Global Operations, North America leadership, Area Operations Managers, and restaurant teams to ensure operational consistency, scalability, and execution excellence.

The incumbent leads restaurant systems development, SOP management, operational readiness, store opening support, technology deployment, permitting coordination, and continuous improvement initiatives. The role is critical in building scalable infrastructure to support Tim Ho Wan's aggressive growth and expansion across North America.

Position reports to the General Manager, Tim Ho Wan North America.

KEY RESULT AREAS

Build and maintain scalable operating systems and standards that ensure consistent execution across all restaurants.

• Develop and maintain restaurant SOPs, standards, manuals, and operating tools.
• Ensure alignment with Tim Ho Wan Global operating standards.
• Drive standardization across all North America locations.
• Establish document control and operational governance processes.
• Develop implementation toolkits and operational playbooks.
• Support operational readiness for new store openings and major initiatives.
• Maintain operational records, policies, and compliance documentation.

KRA 2: Store Development, Openings & Restaurant Support Systems

Support rapid restaurant expansion through effective store opening processes, systems deployment, and infrastructure readiness.

• Lead operational readiness for all new restaurant openings.
• Coordinate permitting, licensing, and regulatory requirements.
• Manage store opening checklists, operational setup, and launch readiness.
• Coordinate POS, technology, equipment, packaging, and operating supplies.
• Partner with Operations, Construction, Facilities, Vendors, and Global Teams during openings.
• Support remodels, relocations, and major restaurant upgrades.
• Develop scalable store opening processes to support multi-unit growth.

KRA 3: Operational Excellence & Continuous Improvement

Improve restaurant performance through process simplification, project management, and operational improvements.

• Lead operational excellence and continuous improvement initiatives.
• Manage cross-functional projects from planning through implementation.
• Support rollout of new programs, products, and operating initiatives.
• Analyze operational performance and recommend improvements.
• Simplify processes to improve productivity and execution.
• Identify best practices through benchmarking and restaurant feedback.
• Monitor project performance and implementation effectiveness.

KRA 4: Field Support, Training & Cross-Functional Leadership

Build organizational capability and ensure successful adoption of operational programs.

• Partner with Area Operations Managers and Restaurant Managers on execution.
• Support field implementation of new systems and initiatives.
• Develop and facilitate operational training programs.
• Serve as primary liaison with Global Operations.
• Coordinate cross-functional initiatives involving Operations, Supply Chain, Marketing, HR, Finance, IT, and Commissary.
• Support change management and communication plans.
• Drive knowledge sharing and operational best-practice adoption.

JOB SPECIFICATIONS:

The position directly impacts sales growth, profitability, guest satisfaction, operational excellence, people development, franchise relationships, and overall business performance within the assigned market. Decisions made by the incumbent influence restaurant performance, market growth, customer loyalty, employee engagement, and brand reputation.

1) Bachelor's Degree in Business Administration, Hospitality Management, Hotel & Restaurant Management, Operations Management, Industrial Engineering, Supply Chain Management, Information Systems or related disciplines

2) Work Experience (Required)

• 5–8 years of multi-unit restaurant operations, operations excellence, or restaurant support experience.
• Experience developing SOPs, restaurant systems, and operational standards.
• Experience supporting new store openings and expansion projects.
• Experience managing restaurant technologies, POS, and operational systems.
• Proven project management and cross-functional leadership experience.

3) Work Experience (Preferred)

• Experience in Asian restaurant brands.
• Experience supporting both company-owned and franchise operations.
• Experience in high-growth restaurant organizations.
• Central Kitchen or Commissary experience.

4) Training / License / Certification

• Food Safety Certification
• ServSafe Food Protection Manager Certification or equivalent
• Leadership and People Management Training
• Business Planning and Financial Management Training