Senior Operations Implementation Manager

About the role

Saxbys is more than a cafe company - it's an Experiential Learning Platform. Every Saxbys cafe is owned and operated by a student CEO who runs the location as a real business: managing a team, driving profitability, and delivering an exceptional guest experience. As our Senior Operations Implementation Manager, you'll own the processes, systems, and AI-powered tools that make it all run brilliantly - and that set our student CEOs up to succeed. You're part operator, part innovator, part coach - and you thrive at the intersection of all three. Working cross-functionally, you'll ensure consistent implementation of all cafe processes, drive continuous improvement through feedback tools, and lead the development of AI integrations and automations that advance peak operational efficiency across the organization.

Responsibilities

• Operational Procedures, Standards & Systems: Own and maintain cafe SOPs and operational systems, serving as the Operations Team's voice by gathering feedback, identifying gaps, and driving continuous improvement.
• AI Tools, Integrations & Automations: Lead the development and rollout of AI-powered tools and workflow automations, serving as the organizational subject matter expert on AI adoption and continuously surfacing opportunities to streamline operations.
• Training, Curriculum & Student Leadership Development: Collaborate with L&D to update Level 1-4 training, SCEO Badge, and SCEO Camp content. Serve as HQ Sponsor for the SVP of Cafe Finance cohort - leading semester kickoffs, office hours, performance feedback, and corrective action as needed.
• Guest Recovery & Quality Assurance: Manage guest recovery tickets with 24-hour response standards and analyze feedback patterns to drive root-cause solutions. Review 10 Item Checklist and Quarterly Service Review results to surface improvements and recommend permanent fixes.
• POS Standardization & Implementation: Ensure accurate, consistent POS implementation across all cafes in partnership with Marketing, Product, IT, and Operations.
• WHAT SUCCESS LOOKS LIKE
• 30% reduction in inbound guest recovery inquiries
• 95% timely completion rate for all assigned cafe-level training
• 95%+ satisfaction rating on the post-badge survey
• Measurable efficiency gains for Operations Leads through AI adoption
• Improved ramp-up of cafe efficiency metrics for all new cafes

Requirements

• WHAT'S REQUIRED
• Support, exhibit, and promote Saxbys' Mission and Core Values
• Ability to travel up to 25% of the time with a valid driver's license
• Physical requirements: able to stand/walk for extended periods, stoop and kneel, push/pull/lift up to 35 lbs, and ascend/descend ladders, stairs, and ramps
• WHY SAXBYS
• Ready to build something great? Apply today!

Benefits

Additional Information

Full-Time, Permanent Salaried/Exempt Reports to: Director of Product & Operations Implementation Travel: Up to 25%

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