Operations Executive
Chagee · Seoul
Job Overview
Identify operational challenges on the ground and translate them into tangible improvements.
In this role, you will oversee store operational status and performance metrics across multiple locations, partnering closely with Store Managers to execute targeted improvement initiatives. Beyond existing store management, you will gain hands-on experience in new store openings and initial operational stabilization, broadening your capabilities in multi-unit retail operations.
Key Responsibilities
1. Store Operations Management
- Monitor and ensure compliance with standards across manufacturing/preparation, customer service, sanitation, safety, inventory, and cash management.
- Identify operational areas requiring improvement, including store workflow, equipment, ordering/procurement, operating hours, and peak-hour staffing allocation.
- Verify that new product launches, promotions, and operational policies are executed accurately in stores according to company guidelines.
2. Store Performance Management
- Track and evaluate key operational metrics, including Sales, ADC (Average Daily Customers), ASP (Average Spending per Customer), IPLH (Items per Labor Hour), Labor Cost, Inventory, and Waste.
- Analyze variances against targets and identify root causes on-site to drive store performance improvement initiatives.
- Manage the progress and outcomes of improvement plans, escalating and reporting matters requiring additional support.
3. Store Manager & Field Team Management
- Provide practical operational support, guidance, and feedback on store operations, workforce scheduling, and on-site problem-solving.
- Continuously follow up on agreed action plans, tracking owners, deadlines, and execution status.
- Proactively identify and share early signs of turnover, team conflicts, underperformance, and organizational instability.
4. Customer Experience & Service Quality Management
- Ensure frontline service standards and customer engagement practices are implemented consistently, supporting continuous improvement.
- Identify root causes of customer complaints and service issues, reporting recurring challenges or areas requiring policy revisions.
5. Hygiene, Safety & Operational Risk Management
- Monitor adherence to food safety, facility safety, and occupational health and safety standards.
- Provide immediate on-site response support in the event of critical violations or incidents, and manage subsequent corrective actions.
- Document root causes and corrective measures for recurring issues, reporting items requiring structural improvement.
6. New Store Openings & Initial Stabilization
- Conduct pre-opening inspections covering staffing, training, equipment, workflow design, supplies, ordering systems, and operational setup.
- Support on-site execution during new store launches.
- Monitor key operations and risk factors at post-opening milestones (Day 7, Day 14, Day 30) and manage post-launch enhancements.
7. Reporting & Cross-Functional Collaboration
- Regularly report operational KPIs, site visit findings, risk factors, and status updates on ongoing improvement initiatives.
- Promptly escalate critical issues and collaborate closely with cross-functional teams, including Training, HR, Finance, Marketing, and Supply Chain (SC).
Qualifications
- Minimum of 3 years of experience in food service (F&B), cafe, or franchise store operations.
- Experience serving as a Store Manager, Assistant Store Manager, or in an equivalent leadership role in retail/store operations.
- Hands-on experience with new store openings and/or early-stage operational stabilization.
- Solid understanding and analytical capability regarding key operational metrics (e.g., sales, labor costs, productivity).
- Strong interpersonal and communication skills to collaborate effectively with Store Managers and frontline team members.
- Proven track record in addressing sanitation, safety, and customer service issues.
- Proficiency in business documentation and spreadsheet software (e.g., MS Excel, Google Sheets).
- Ability to conduct regular field visits and multi-unit roving store inspections.
Preferred Qualifications
- Experience supporting multi-store operations at a cafe/F&B franchise headquarters or direct-operated retail network.
- Experience working in a fast-paced environment undergoing rapid store expansion.
- Demonstrated experience in new store opening readiness and stabilizing initial operations.
- Experience utilizing standard operating procedures (SOPs) and store audit/inspection frameworks.
- Proven collaboration experience with Store Managers and frontline team leaders.
- Strong track record in root-cause analysis of operational issues and executing follow-up action plans.