Operations Manager

POSITION TITLE

Operations, Capability & Culture ManagerREPORTS TO

CEO – QSRIDEAL EXPERIENCE:8+ years’ experience in QSR or fast casual environmentsMulti-site operational leadership experience requiredStrong background in training, store openings, and team developmentExperience building or supporting structured capability/training systems preferredFood Safety Supervisor Certification (or ability to obtain) requiredROLE OVERVIEWThe Operations, Capability & Culture Manager is responsible for driving consistent execution across multiple sites through strong operations, structured training, and leadership development.

This role ensures new stores are successfully launched, teams are well-trained, and operational standards are consistently delivered across the network.

A key focus is building team capability and embedding a strong culture of accountability, service excellence, and continuous improvement.

You will work closely with restaurant leaders to improve performance, strengthen leadership capability, and support the business as it scales.

KEY RESPONSIBILITIES1. New Store Openings

• Support and coordinate new store openings from pre-launch through to stabilisation
• Ensure stores are operationally ready and teams are trained before opening
• Deliver structured onboarding and opening training programs
• Support achievement of early trading targets (sales, service, labour control)2. Multi-Site Operations
• Support performance across multiple locations to ensure consistency in standards
• Work with Restaurant Managers to improve execution, service, and profitability
• Assist in implementing operational routines (check-ins, scorecards, reviews)
• Provide on-the-ground coaching and support where required3. Training & Capability Development
• Develop and deliver structured onboarding and training programs
• Support creation of role-based training pathways (team member to leadership)
• Ensure training completion and standards are maintained across all sites
• Reinforce consistent service and operational behaviours4. Culture & People Development
• Support development of a strong, values-led culture across all sites
• Promote accountability, engagement, and recognition within teams
• Identify and support development of high-potential team members
• Work with leaders to improve retention and team performance5. Operational Excellence
• Support implementation of SOPs and operational standards
• Ensure consistency in service, product quality, and customer experience
• Assist in maintaining compliance with food safety and WHS requirements
• Identify operational gaps and support continuous improvement6. Commercial Performance
• Support delivery of store-level performance targets (sales, labour, cost control)
• Work with managers to improve productivity and efficiency
• Use reporting and insights to identify opportunities for improvementKEY PERFORMANCE INDICATORS (KPIs)
• Successful execution of new store openings
• Improvement in store-level performance (sales, labour, service)
• Training completion and onboarding compliance
• Team engagement and retention improvements
• Consistency of operational standards across sites
• Compliance and audit performanceLEADERSHIP PROFILEYou are a hands-on operator who enjoys being close to the business.

You understand that strong operations are built through consistent training, clear standards, and engaged teams.

You are comfortable working across multiple sites, supporting leaders, and improving performance through practical coaching rather than theory.

You balance people development with commercial outcomes and take ownership for improving execution, not just reporting on it.

You thrive in a fast-paced growth environment where structure is being built while scaling.