Subko Specialty Coffee Roasters, Bakehouse and Fine Cacao
Website:
subko.coffee
Job details:
NO QSR INDUSTRY PEOPLE
Job Purpose
The City Operations Manager will oversee and ensure the seamless functioning of all Subko outlets within the assigned city. This role will drive outlet excellence, standardize operational processes, lead training and performance management initiatives, and maintain high customer experience standards consistent with Subko’s brand ethos. The role also requires close collaboration with HR, Product Operations, Finance, and Warehouse teams to ensure smooth end-to-end operations.
Key Responsibilities
1. Outlet Excellence & Customer Experience
- Ensure consistency and quality of customer experience across all Subko outlets.
- Drive initiatives that enhance guest satisfaction and reflect Subko’s brand values.
- Oversee smooth outlet operations across internal teams and external stakeholders.
2. Operational Process Standardization & Quality Control
- Implement and reinforce SOPs, service protocols, and POS efficiency across outlets.
- Identify bottlenecks in operations and lead process improvement initiatives.
3. Team Training & Talent Readiness
- Lead training programs (onboarding, technical, soft skills, upskilling) for all outlet staff.
- Ensure teams are equipped to articulate Subko’s products, ingredients, and brand philosophy.
- Partner with HR on staffing strategy, recruitment, and onboarding.
- Maintain a trained pool of staff for reliable outlet operations.
- Share insights and feedback to guide staffing and talent decisions.
4. Performance Management & Career Progression
- Develop and implement structured performance management frameworks.
- Conduct role-wise assessments, exams for promotions, and align appraisal cycles.
5. Cultural Representation & Team Motivation
- Champion Subko’s culture and core values across outlets.
- Foster an inclusive, motivating, and positive work environment.
6. Maintenance & Upkeep
- Oversee infrastructure, equipment, and utilities across outlets.
- Direct outlet managers to resolve maintenance issues promptly.
- Review maintenance logs, downtime reports, and service escalations regularly.
- Ensure consistent cleanliness, upkeep, and adherence to brand standards.
7. Outlet Inventory Oversight & Warehouse Management
- Ensure adherence to inventory SOPs for requisition, wastage, and POS processes.
- Track weekly and monthly inventory reports across outlets.
- Provide oversight on city warehouse operations (stock levels, hygiene, movement).
- Coordinate with Product Operations and Finance to ensure stock availability.
- Guide outlet managers on forecasting, minimizing wastage, and inter-outlet transfers.
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