Operations Manager

Job Title: Operations Manager

Department: Operations

Reports to: Operations Director

Direct reports: General Managers and Multi-site Managers

Working hours: 45 hours per week

Location: London

Summary

Coco di Mama is part of the Azzurri Group, one of the UK’s largest and most successful hospitality investment platforms. They operate two leading national Italian full-service brands, Zizzi and ASK Italian, and the UK’s leading quick-service Italian, Coco di Mama. Beyond Italian cuisine, they boast renowned Irish fast-casual Mexican restaurant brand Boojum and the franchise rights to leading US Brand Dave’s Hot Chicken.

The Role

At Coco di Mama we are looking for an Operations Manager.

The primary focus of an Ops Manager is to lead a team of General Managers within their designated area to deliver excellent business performance consistently. A successful Ops manager will do this by combining excellent knowledge of the business, exceptional leadership, communication, and people skills to deliver excellent commercial results.

The Ops Manager consistently identifies, creates solutions to, and acts upon all commercial opportunities in their area. They naturally take responsibility for all aspects of their area and thrive when they take ownership of their shops’ performance.

What You’ll be Doing:

The Ops Manager will focus on a variety of day-to-day activities that can be categorized as follows:

• Team – a fair, motivating but challenging leader
• Standards – an eye for detail with a relentless approach to best-in-class
• Customer – 100% commitment to delivering exceptional service, every day
• Investor/business – always with an eye on the end financial results

The Ops Manager will be naturally hands-on, engaging and comfortable building and maintaining strong relationships across a wide range of departments. They will also demonstrate role-model behaviour to their team and colleagues.

They see beyond the here and now by creating strategic solutions for both the short and longer term.

Key Accountabilities

Team Leadership

Leads by understanding team success and defining their own, providing daily coaching and clear, regular communication. Maintains a detailed succession plan for current and future needs, promotes a development-focused environment, and actively manages HR and Employee Relations tasks. Role models Coco CIAO behaviours, balancing recognition and accountability, and collaborates with other departments for continuous improvement.

Standards Enforcement

Upholds the Operations Standards Manual as the guide for excellence, relentlessly addressing issues and driving improvement across areas such as food safety, allergen awareness, financial management, brand execution, and equipment use. Completes quarterly audits and partners with the Operations Standards Manager to maintain high standards.

Customer Focus

Prioritizes exceptional service in every store, observing and providing feedback, handling complaints, and fostering an enjoyable atmosphere for customers. Demands the highest level of service from the team, understanding that customer loyalty is earned daily.

Commercial Acumen

Takes full responsibility for P&L and financial metrics, with a strategic approach to analysing data and implementing proactive solutions. Leads cross-departmental projects, challenging norms and maintaining a big-picture perspective.

Additional Skills and Attributes

Builds strong relationships, adapts to fast-paced environments, and manages multiple projects. Demonstrates exceptional planning, organization, and time management skills with minimal supervision. Innovates to drive results, possesses excellent communication skills, and is self-motivated with flexibility for travel. Proficient in key Microsoft Office tools, presents well as a Coco brand ambassador, and is open to any reasonable request from the line manager.

Who We’re Looking For:

• Minimum 3/4-year experience as Operations Manager or Senior General Manager
• Grab & Go experience desirable
• Working in a fast-paced customer-facing environment
• Experience in commercial decisions and leadership
• Demonstrated ability to uphold standards and comply with legal requirements.
• Proven ability to plan and manage effectively to deliver projects consistently on time and to the commercials required.
• Experience in injecting new ideas and enthusiasm
• Understanding and responding to customer needs
• A real passion for food, drinks, coffee, and Italy
• Positive can-do attitude

Key Skills:

• Creative and proactive with the ability to challenge precedent where appropriate.
• Strong interpersonal and influencing skills –able to work across functions to ensure plans have buy-in across the whole organisation
• Bright, fast thinker who takes initiative and likes problem-solving
• Ability to work at pace and high capacity
• Strong project management skills
• Strong business and commercial acumen
• Driven and self-sufficient
• Genuine desire to meet customer needs and maintain high standards of quality and consistency
• Good IT and analytical skills

What we offer you

• Competitive salary
• Annual bonus of 40%
• Employer pension contribution 6%
• 25 days holiday plus bank holidays
• Income Protection & Life Assurance
• Cycle to Work scheme
• Eye care & flu vaccination vouchers
• Amazing career opportunities, in-house development and possibility of apprenticeships
• 50% off at Ask Italian, Coco di Mama and Zizzi
• WeCare: Access to 24/7 GP and support

At Coco, we believe that a diverse and inclusive team is essential to building great relationships and connections and, ultimately, a better business.

If you're passionate, want to make a positive impact and share our values, we would love to hear from you!