Head of Operations

Job Overview :

The Head of Operations at Fireaway Pizza Ltd. will be responsible for overseeing and optimising the operational efficiency of all company locations, ensuring consistency in quality, service, and profitability. This senior leadership role requires a dynamic and strategic thinker who can drive performance, manage a high-performing team, and scale operations as Fireaway Pizza Ltd. continues to grow. The Head of Operations will work closely with other departments, including marketing, finance, and product development, to execute strategies that drive growth, operational excellence, and exceptional customer experiences.

Key Responsibilities:

Operational Efficiency & Delivery:

• Lead the development, implementation, and ongoing monitoring of operational processes and procedures to ensure the quick, accurate, and high-quality delivery of products across all locations.
• Regularly review and improve operational workflows , from kitchen operations to front-of-house service, with a focus on increasing productivity, reducing waste, and maintaining high standards.
• Oversee the day-to-day operations of all Fireaway Pizza locations, ensuring the proper management of staffing, kitchen efficiency, customer service standards, and inventory control.
• Ensure the seamless integration of technology (ordering systems, kitchen management software, etc.) to enhance operational efficiency and the customer experience.

Performance Management:

• Provide leadership and coaching to Area Managers and Store Managers, ensuring they understand and meet key performance indicators (KPIs) and company targets.
• Set clear performance targets for all locations, monitor progress, and ensure all store managers are aligned with the company’s short- and long-term objectives.
• Conduct regular performance reviews, offering constructive feedback and identifying areas for development and growth to drive team performance.
• Foster a culture of accountability and continuous improvement, ensuring all teams are motivated and empowered to deliver their best.

Cost Control & Profitability:

• Develop and implement strategies for cost control focused on optimising labour costs, controlling food waste, and enhancing operational profitability.
• Monitor operational budgets , ensuring that each store adheres to financial targets and that cost-saving initiatives are put in place without sacrificing quality.
• Analyse financial reports, assess operational costs, and collaborate with the senior management team to refine financial strategies and improve overall profitability.
• Ensure consistent supply chain management , reducing costs while maintaining quality and customer satisfaction.

Customer-Centric Culture:

• Cultivate and reinforce a customer-centric culture throughout the organisation, ensuring that each location prioritises excellent customer service and product quality.
• Regularly analyse customer feedback , including satisfaction surveys, reviews, and social media insights, and work with store managers to address any concerns or opportunities for improvement.
• Ensure that all locations are actively engaging with customers, creating positive and lasting relationships, and consistently exceeding customer expectations.

Sales Growth & Marketing:

• Identify and lead new sales growth opportunities through targeted district-level marketing strategies and local community engagement.
• Work collaboratively with the marketing and product development teams to introduce new menu items, seasonal promotions, and tailored marketing campaigns that drive foot traffic and sales.
• Oversee the implementation of marketing initiatives across all stores, ensuring that they are executed efficiently and effectively.

Quality Assurance:

• Implement and lead quality control processes to ensure that the company’s high standards for food quality, customer service, and hygiene are consistently met.
• Conduct regular store audits and visits, evaluating adherence to operational standards, food safety, and compliance with hygiene regulations.
• Lead the introduction of new technologies to improve operational efficiency, streamline order processing, and enhance customer satisfaction.

New Store Openings:

• Take the lead in planning and executing new store openings , including managing budgets, recruitment, staff training, and operational setup.
• Coordinate closely with construction, design, and facilities teams to ensure timely and cost-effective store launches.
• Ensure that each new location adheres to Fireaway Pizza’s brand standards and operational procedures from day one.

Compliance & Health and Safety:

• Ensure that all Fireaway Pizza locations adhere to the highest standards of health, safety, and food hygiene in line with UK regulations.
• Regularly inspect stores to identify and resolve any potential compliance issues, working proactively with local authorities when necessary.
• Stay up-to-date with changing regulations and ensure all teams are trained and compliant with the latest health and safety requirements.

Financial Performance Analysis:

• Analyse and report on key financial metrics, including sales, labour costs, and customer satisfaction , identifying opportunities to improve operational effectiveness and profitability.
• Provide actionable insights and recommendations to the senior leadership team based on financial performance and operational data.
• Work with the finance team to develop and refine budgets and forecasts , ensuring operational goals are aligned with overall company financial targets

Required Skills and Qualifications:

• Proven experience as an Head of Operations or similar role within a multi-site, fast-paced environment (preferably within the restaurant or QSR sector).
• Familiarity with franchise operations
• Strong understanding of financial management , budgeting, and cost control.
• Excellent leadership and people management skills , with the ability to coach, motivate, and develop a high-performing team.
• Strong problem-solving and decision-making abilities , with a focus on continuous improvement and innovation.
• Excellent communication and interpersonal skills, with the ability to interact with all levels of the organisation and external stakeholders.
• A customer-first mindset , with a commitment to ensuring an exceptional customer experience at every touchpoint.
• Knowledge of health, safety, technical and food hygiene regulations in the UK.
• Ability to handle multiple projects simultaneously , demonstrating excellent organisational and time-management skills.
• Experience with operational software (e.g., EPOS systems, inventory management tools) and a familiarity with industry-related technologies is a plus.

Desirable Attributes:

• Experience in new store openings and scaling operations across multiple locations.
• Degree or relevant qualification in business management, operations, or a related field is advantageous.