[HCMC] Operations Manager (Bakery/ FnB)

I. ROLE PURPOSE

The Operations Manager is accountable for the day-to-day operations of our retail store network, décor workshop, and delivery dispatch team.

Reporting to the CEO, you will ensure every order is decorated, released, and delivered on time, to specification, and within target cost, while protecting the product quality our customers trust.

II. KEY RESPONSIBILITIES

1. Daily Operations Management

• Oversee daily operations across stores, the décor workshop, and dispatch to ensure a seamless flow from order intake to customer handover.
• Roll out company SOPs and ensure consistent compliance across all locations.
• Run daily and weekly operational reviews; resolve bottlenecks and escalate risks early.
• Manage disruptions (equipment breakdowns, staffing gaps, sudden demand surges) to keep operations running to standard.

2. Décor Workshop & Order Release Control

• Coordinate the daily décor schedule based on order volume, cut-off times, and delivery slots.
• Verify order accuracy and quality (design, size, inscription, accessories, special requests, etc.) before release.
• Track workshop productivity, rework rate, and wastage; drive corrective and improvement actions.
• Maintain a clean, safe, and well-organized workshop at all times.

3. Dispatch & Delivery Management

• Oversee dispatch planning: route optimization, rider/driver allocation, and delivery time-slot management.
• Monitor delivery KPIs (on-time rate, damage rate, failed deliveries) and manage third-party logistics partners.
• Respond promptly to delivery incidents and customer complaints, with clear root-cause analysis.

4. Store Operations Support

• Partner with Store Managers and Store Supervisors to uphold brand standards, product availability, and service quality.
• Conduct regular store visits and audits; provide on-the-spot coaching and follow up on action plans.
• Manage inventory levels, ordering accuracy, and stock rotation to reduce wastage and prevent stock-outs.

5. Peak Season Execution

• Plan and lead operations for peak periods, especially Mid-Autumn Festival, Tet, Christmas, International Women's Day (8/3), and Vietnamese Women's Day (20/10).
• Coordinate seasonal workforce, extended shifts, and contingency plans to sustain service levels during volume surges.

6. Team Leadership & Development

• Supervise and coach Area Managers, Store Managers/Store Supervisors, the Head of Back-of-House, and the Head of Dispatch.
• Manage scheduling and workforce planning, including seasonal staff.
• Conduct performance reviews, deliver constructive feedback, and support training and career development.
• Build a positive team culture grounded in accountability, respect, and collaboration.

7. Cost Control & Reporting

• Track food cost, labor cost, wastage, and delivery cost against budget.
• Prepare operational reports and analyze performance data to identify trends and improvement opportunities.
• Lead budgeting, forecasting, and cost-optimization initiatives.

8. Quality & Compliance

• Ensure compliance with food safety, hygiene, and occupational safety regulations.
• Collect and analyze customer feedback; drive corrective and preventive actions (CAPA).
• Support new store openings and the rollout of new processes.

III. SUCCESS METRICS & KPIs

• On-time delivery rate ≥ 95%
• Custom order accuracy ≥ 98%
• Delivery damage rate ≤ 1% and customer complaint rate ≤ 1%
• Store audit score ≥ 98%
• Food cost, labor cost, and wastage within budget
• 100% compliance with food safety standards
• Stable service levels throughout Mid-Autumn and Tet peaks

I. CORE COMPETENCIES

• Multi-site Operational Execution
• Planning & Workflow Management
• High-Volume Dispatch & Logistics Coordination
• Problem-Solving Under Pressure
• Team Leadership & Coaching
• Cost Control & Data Analysis
• Communication & Cross-Functional Collaboration
• Customer-First Mindset

II. TOOLS, ENVIRONMENT & WORKING CONDITIONS

• Work Environment: Field-based role, moving between stores and the workshop across Ho Chi Minh City
• Tools: POS and order management system, inventory management tools, delivery tracking and route-planning apps
• Working Conditions: Flexible schedule, including weekends, holidays, and peak seasons

III. QUALIFICATIONS

• Education: Bachelor's degree in Business, Hospitality/Food Service Management, Supply Chain, or a related field. Relevant experience may substitute for part of the education requirement.
• Language: Vietnamese (native); good English is an advantage.

IV. EXPERIENCE

• Minimum 5 years of operations experience in F&B, bakery, including at least 2–3 years in multi-unit management or in a production/order fulfillment function.
• Hands-on experience in production planning, high-volume order fulfillment, or delivery dispatch coordination (bakery or made-to-order products preferred).
• Proven ability to independently manage operations across multiple locations.
• Strong organizational, planning, and analytical skills; comfortable working with operational data.
• Clear and concise communication, both verbal and written.
• Ability to handle confidential and sensitive information.