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Senior Operations Manager

10 hours ago

Bangkok, Bangkok, Thailand CGP Thailand Full time

Position: Senior Operations Manager

Bangkok, TH

About the Company

A global leader in the quick-service restaurant industry with a large-scale, franchise-led network, recognized for operational excellence, strong brand equity, and continuous innovation across dine-in and delivery channels.

About the Job

The Senior Operations Manager – Operations Implementation leads end-to-end execution of go-to-market initiatives, acting as a key bridge between central teams, franchise partners, and frontline operations to ensure store readiness, execution excellence, and a consistently strong customer experience across a nationwide restaurant network.

Key Responsibilities:

Operations Implementation & Go-To-Market Execution

  • Lead operations implementation for all go-to-market initiatives, ensuring smooth execution from planning to in-store delivery.
  • Coordinate closely with franchise partners and central teams to align priorities, timelines, and execution plans.
  • Organize and host meetings with franchise leadership and boards, identifying relevant stakeholders and facilitating cross-functional alignment.
  • Balance office-based strategy work with regular store visits to validate execution and operational readiness.

Marketing & Operations Integration

  • Own and integrate the marketing calendar from an operations perspective, ensuring campaigns are operationally feasible and well-executed.
  • Assess store readiness for campaigns, including promotional knowledge, operational capability, and adoption of new innovations.
  • Manage execution differences between in-store and delivery channels, ensuring both meet operational and customer experience standards.

Team Leadership & Execution Excellence

  • Lead and coach teams responsible for limited-time offers, menu changes, innovation launches, inventory readiness, shelving, and facility preparation.
  • Work closely with in-store staff to ensure clear understanding of initiatives and consistent execution of standards.
  • Provide hands-on guidance to ensure minimal disruption to daily operations during rollouts and changes.

Guest Experience & Continuous Improvement

  • Lead improvement projects driven by customer feedback, complaints, and satisfaction insights from multiple channels, including in-store feedback, call centers, and social media.
  • Translate insights into structured improvement plans supported by data analysis and forecasting.
  • Partner with planning and marketing teams to evaluate campaign performance and apply learnings to future initiatives.

Training & Capability Building

  • Design and deliver large-scale training programs for regional leaders, area managers, and store managers across an extensive store network.
  • Develop training materials, presentation decks, and communication tools to support clear understanding and effective execution in the field.
  • Act as a regional coach to strengthen operational capability, consistency, and leadership effectiveness across stores.

Qualifications:

Education

  • Bachelor's degree in Business Administration, Restaurant Management, or a related field.
  • MBA or equivalent postgraduate qualification is an advantage.

Experience

  • 5–10 years of experience in restaurant or retail operations.
  • Minimum 5 years in above-store, multi-unit, or regional leadership roles.
  • Strong hands-on experience in operations implementation, go-to-market execution, and franchise coordination.
  • Experience working across international or regional environments is a plus.

Skills & Competencies

  • Deep understanding of restaurant operations, customer experience, and people leadership.
  • Strong ability to coordinate across multiple stakeholders, including franchise partners and senior leaders.
  • Analytical mindset with experience using data, forecasting, and insights to drive improvement initiatives.
  • Strong execution discipline with attention to detail in compl
  • Strong execution discipline with attention to detail in complex rollouts.
  • Excellent communication, facilitation, and presentation skills.
  • Ability to coach and influence teams at all levels, from frontline staff to senior leadership.
  • Fluent in English and Thai.