Regional Operational Excellence Manager

Key Purpose

The Operational Excellence Manager coordinates new unit openings with merchandising, signage, front of house small wares, and set up of the front of house. The Operational Excellence Manager trains the opening management team and team members in the implementation of front of house standards and set up front of house operations.

The Operational Excellence Manager prepares site level tools to ensure the success of opening teams including task by time, cleaning schedules, station diagrams, and training tools. He/She/They trains the opening management team on operating

standards, tools, and processes for ancillary services such as coffee bars, office coffee service (OCS) pantries, micro-kitchens, juice and smoothie outlets. The Operational Excellence Manager develops key front of house, coffee, micro-kitchen, promotional and catering champions in the region to uphold standards and to provide future training.

Success Criteria

• Clearly understood value proposition
• A clear vision on solutions and problem solving combined with strong communication skills and the ability to work with people from different backgrounds, cultures, and professional levels        
• Ensuring quality and timeliness of service delivery in accordance with contractual terms          
• Participating in presentations and negotiations; embrace development opportunities  

Key Areas of Collaboration and Influence

• Communicate effectively with colleagues across the company so information is disseminated effectively and participate in project groups and meetings as required
• Collaborate with Marketing, Communications, and Operations         
• Report to the Vice President of Programs        
• Transfer best practice

Ideal Candidate Experience

• 3+ years of experience in customer services, restaurant, retail, or hospitality environments        
• Bachelor's degree in communication, Hospitality, or related field preferred
• Must have experience managing service delivery in a human-centric model
• Must possess excellent written and oral communication skills
• Must possess problem-solving skills with strong interpersonal and relationship management skills
• Must be able to prioritize and multi-task         
• Must be able to work in a dynamic changing agile environment with tight deadlines
• Must be able to help enact change across an organization
• MS Office proficiency
• Must be capable of dealing confidently and professionally with customers
• Must be a team player and build good working relationships across all functions
• Must have a strong personal drive for delivering industry-leading customer support, and be able to thrive in a fast- paced, high-energy environment with a proactive focus
• Must be organized and analytical with the ability to eliminate obstacles through creative and adaptive approaches
• Must maintain knowledge of business and technology trends for service management

Key Accountabilities

• Successfully coordinate new unit openings with merchandising, signage, FOH small wares, and set up FOH         
• Train opening management team and FOH employees in implementation of FOH standards, and setup of the FOH
• Create leave-behind tools to ensure the success of opening teams - task by time, cleaning schedules, station diagrams, training tools
• Train opening management team on operations, tools and processes for ancillary services such as coffee bars, OCS pantries, micro-kitchens and juice/smoothie outlets
• Develop key FOH, Coffee, MK, Promotional and Catering champions in the regions to uphold the standards and train others

Physical Demands & Work Environment

• Must be able to lift up to 15 pounds at a time
• Must be able to work under pressure and time deadlines during peak periods

ISS offers full time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $125000 per year - $130000 per year. Final compensation will be determined based on experience and skills and may vary from the range listed above.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.