Accessibility
Operational Excellence Officer
Summary
Operational Excellence Officer
| Salary | $67702 - $73000 / Year |
| Schedule | Full Time |
| Experience | Minimum 2 years of experience |
| Location | 100 N Barranca Street, Suite 1200, West Covina, California 91791, United States |
| Category | *Bee* • Happy |
Operational Excellence Officer
Description
JOB SUMMARY
The Operational Excellence Officer for Front-of-House (FOH) is responsible for the design, standardization, and continuous improvement of Service Restaurant Operations Systems (ROS) to ensure timely delivery of quality products to the customers, and optimum use of resources. This position oversees and improves all aspects of the customer journey by developing strategies to improve customer interactions across multiple touchpoints and channels.
ESSENTIAL FUNCTIONS
1. Key Result Area 1: Service Restaurant Operations Systems’ Effectiveness and Optimization
- Establish and keep the standards on Service operating systems (with reference manuals and materials) covering equipment, tools and utensils, workstation lay-outs, and operating procedures.
- Develop continuous improvement programs to improve existing service systems, tools, and processes through store observations, Focus Group Discussions (FGDs), Systems Data Validation, Feedback System, Competitive Check/Analysis, and Root Cause Analysis, which will lead to operating cost improvement.
- Initiate and undertake studies on formulating solutions on work simplification, maximization of space utilization, increased productivity, cost savings, and process flow enhancements.
2. Key Result Area 2: Business Channels Service Quality
- Enable stores to achieve and deliver key metrics on service such as speed, accuracy, and customer service.
- Drive deep dive analysis into the voice of customer data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
- Benchmark best practices of different organizations in terms of Business Channels performance and drive continuous improvement of the process across the Jollibee brand.
- Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery.
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, providing regular reports and insights to the management and key stakeholders.
3. Key Result Area 3: Point-of-Sale (POS) and Kitchen-Display-System (KDS) Management
- Lead and conduct research and evaluation of existing Point of Sale and Kitchen Display system to improve service efficiency and effectiveness related to saving labor costs and improving order delivery.
- Collaborate with various stakeholders including Business Technology team, Digital Shared Services, and Restaurant Operations to plan and implement system upgrades, ensuring minimal disruption to business operations.
- Evaluate new Restaurant POS System platform, technologies and features: Point of Sale (POS), Back-Office and Drive-Thru, recommending and implementing enhancements to improve customer experience and operational efficiency.
- Implement systemwide roll-out for any new POS system-related upgrade and integration to enhance the overall efficiency and functionality of the POS infrastructure.
4. Key Result Area 4: Project Management
- Manage key projects by following project management processes from exploration to post-evaluation.
- Collaborate with a team or work group and utilize effective communication and integration skills for each of the project assignments.
5. Key Result Area 5: People Supervision
- Serve as Subject Matter Expert or SME for training-related needs on Service ROS, Channels Standard Operating Procedures, and best practices to foster a customer-focused culture throughout the organization.
- Manage direct reports. Create team’s development plan based on competency assessment and individual performance.
Others
- Perform other job, tasks or Operational Excellence’ expertise related assignments to develop oneself and/or share one’s expertise to support the department’s mandate or the organization’s objectives.
- Must be willing to travel &/or drive approximately 30% of the time in different locations in North America.
JOB SPECIFICATIONS
Education
Bachelor’s degree in industrial or any Engineering Course, Hotel & Restaurant Management, Business Administration, or related field.
Experience
- At least 2 years of restaurant Operations or Customer Experience management.
- Demonstrated past project management experiences.
- or equivalent combination of education & experience.
Bona Fide Occupational Qualifications (BFQs) (Required Training, License & Certification)
- Certified Customer Experience Professional (CCXP)
- Lean Six Sigma Certification, preferred.
- Project Management Professional Certification
- Restaurant Operations related training, licensing or certifications from organizations or any equivalent combination of education & experience from which comparable knowledge, skills and abilities have been achieved.
Skills and Essential Traits
- Research and Comparative Benchmarking on Restaurant Systems & Technology
- Project Management Skill
- Management Reporting
- Financial Analysis. Cost-Benefit Analysis
- Effective Collaborator
- Good Communication and Presentation Skills
- Integrity
- Self-motivated
- Planning and Organizing skills
- Systematic
- Strong analytical and problem solving skills
- Sound judgment
- Influencing & effective enforcing skills
Non-Essential Duties and Responsibilities
- Perform administrative duties as necessary i.e., making copies, filing, etc.
- Execute department plans, objectives, goals, strategies, and measures.
- Manage operating expenses on assigned area.
- Prepare management reports
Other Qualifications
- Computer Literacy: Proficient in MS Applications (MS Word, Excel, PowerPoint) and trainable in other software related to restaurant systems.
- Physical Effort/Requirements: While performing the duties of this job, the employee will:
- Sit majority of the time about 80% of the scheduled work shift when working in the office.
- Stand/walk for most of the time about 80% of the scheduled work shift when on field work or working in the stores.
- Lift, reach, pull, push, grasp and use hands often.
- Bend and/or squat down when working in the stores.
- Climb, stoop and/or kneel rarely.
- Lift up to 50 pounds occasionally.
- Need to see well enough to evaluate equipment, fixtures, tools, utensils; read/compose email, reports; use the computer and respond to internal and external customers’ needs.
- Need to speak and hear well enough to give/receive instructions, feedback and communicate with employees, customers, and partners/suppliers.
- Be required to work irregular hours, varying work shifts schedules as necessary at work.
- Work Environment: While performing the duties of this job, the employee may be exposed to:
- Kitchen/production areas with extreme temperatures for equipment testing or evaluation.
- Production and Store kitchen equipment.
- Hot and cold temperatures and a wet work area when in stores.
- Wet and slippery floors.
- Cleaning chemicals
- Possible cuts and burns.
- Moderate noise level when working in production or store work environment.
- Tensions and pressures may arise in meeting deadlines and goals
This job description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, and qualifications required of employees assigned to this job. The duties, responsibilities may differ from the job description, and that the other duties as assigned, may be part of the job.
If the position requires a college/university degree, it must have been issued by an educational institution accredited by the United States Department of Education. Any degree issued by educational institution outside the United States must include documentation validating the equivalency of the degree to the same degree in the United States to be considered acceptable for this company’s purposes.
Reasonable accommodation for people with disabilities may be requested by calling (626) 369- 7118 at least five (5) working days in advance of the scheduled examination/assessment date(s).
THIS JOB IS FOR IMMEDIATE PLACEMENT.
APPLICANTS MUST BE AUTHORIZED TO WORK IN THE USA.
This Company is an Equal Opportunity Employer.
JOB SUMMARY
The Operational Excellence Officer for Front-of-House (FOH) is responsible for the design, standardization, and continuous improvement of Service Restaurant Operations Systems (ROS) to ensure timely delivery of quality products to the customers, and optimum use of resources. This position oversees and improves all aspects of the customer journey by developing strategies to improve customer interactions across multiple touchpoints and channels.
ESSENTIAL FUNCTIONS
1. Key Result Area 1: Service Restaurant Operations Systems’ Effectiveness and Optimization
- Establish and keep the standards on Service operating systems (with reference manuals and materials) covering equipment, tools and utensils, workstation lay-outs, and operating procedures.
- Develop continuous improvement programs to improve existing service systems, tools, and processes through store observations, Focus Group Discussions (FGDs), Systems Data Validation, Feedback System, Competitive Check/Analysis, and Root Cause Analysis, which will lead to operating cost improvement.
- Initiate and undertake studies on formulating solutions on work simplification, maximization of space utilization, increased productivity, cost savings, and process flow enhancements.
2. Key Result Area 2: Business Channels Service Quality
- Enable stores to achieve and deliver key metrics on service such as speed, accuracy, and customer service.
- Drive deep dive analysis into the voice of customer data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
- Benchmark best practices of different organizations in terms of Business Channels performance and drive continuous improvement of the process across the Jollibee brand.
- Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery.
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, providing regular reports and insights to the management and key stakeholders.
3. Key Result Area 3: Point-of-Sale (POS) and Kitchen-Display-System (KDS) Management
- Lead and conduct research and evaluation of existing Point of Sale and Kitchen Display system to improve service efficiency and effectiveness related to saving labor costs and improving order delivery.
- Collaborate with various stakeholders including Business Technology team, Digital Shared Services, and Restaurant Operations to plan and implement system upgrades, ensuring minimal disruption to business operations.
- Evaluate new Restaurant POS System platform, technologies and features: Point of Sale (POS), Back-Office and Drive-Thru, recommending and implementing enhancements to improve customer experience and operational efficiency.
- Implement systemwide roll-out for any new POS system-related upgrade and integration to enhance the overall efficiency and functionality of the POS infrastructure.
4. Key Result Area 4: Project Management
- Manage key projects by following project management processes from exploration to post-evaluation.
- Collaborate with a team or work group and utilize effective communication and integration skills for each of the project assignments.
5. Key Result Area 5: People Supervision
- Serve as Subject Matter Expert or SME for training-related needs on Service ROS, Channels Standard Operating Procedures, and best practices to foster a customer-focused culture throughout the organization.
- Manage direct reports. Create team’s development plan based on competency assessment and individual performance.
Others
- Perform other job, tasks or Operational Excellence’ expertise related assignments to develop oneself and/or share one’s expertise to support the department’s mandate or the organization’s objectives.
- Must be willing to travel &/or drive approximately 30% of the time in different locations in North America.
JOB SPECIFICATIONS
Education
Bachelor’s degree in industrial or any Engineering Course, Hotel & Restaurant Management, Business Administration, or related field.
Experience
- At least 2 years of restaurant Operations or Customer Experience management.
- Demonstrated past project management experiences.
- or equivalent combination of education & experience.
Bona Fide Occupational Qualifications (BFQs) (Required Training, License & Certification)
- Certified Customer Experience Professional (CCXP)
- Lean Six Sigma Certification, preferred.
- Project Management Professional Certification
- Restaurant Operations related training, licensing or certifications from organizations or any equivalent combination of education & experience from which comparable knowledge, skills and abilities have been achieved.
Skills and Essential Traits
- Research and Comparative Benchmarking on Restaurant Systems & Technology
- Project Management Skill
- Management Reporting
- Financial Analysis. Cost-Benefit Analysis
- Effective Collaborator
- Good Communication and Presentation Skills
- Integrity
- Self-motivated
- Planning and Organizing skills
- Systematic
- Strong analytical and problem solving skills
- Sound judgment
- Influencing & effective enforcing skills
Non-Essential Duties and Responsibilities
- Perform administrative duties as necessary i.e., making copies, filing, etc.
- Execute department plans, objectives, goals, strategies, and measures.
- Manage operating expenses on assigned area.
- Prepare management reports
Other Qualifications
- Computer Literacy: Proficient in MS Applications (MS Word, Excel, PowerPoint) and trainable in other software related to restaurant systems.
- Physical Effort/Requirements: While performing the duties of this job, the employee will:
- Sit majority of the time about 80% of the scheduled work shift when working in the office.
- Stand/walk for most of the time about 80% of the scheduled work shift when on field work or working in the stores.
- Lift, reach, pull, push, grasp and use hands often.
- Bend and/or squat down when working in the stores.
- Climb, stoop and/or kneel rarely.
- Lift up to 50 pounds occasionally.
- Need to see well enough to evaluate equipment, fixtures, tools, utensils; read/compose email, reports; use the computer and respond to internal and external customers’ needs.
- Need to speak and hear well enough to give/receive instructions, feedback and communicate with employees, customers, and partners/suppliers.
- Be required to work irregular hours, varying work shifts schedules as necessary at work.
- Work Environment: While performing the duties of this job, the employee may be exposed to:
- Kitchen/production areas with extreme temperatures for equipment testing or evaluation.
- Production and Store kitchen equipment.
- Hot and cold temperatures and a wet work area when in stores.
- Wet and slippery floors.
- Cleaning chemicals
- Possible cuts and burns.
- Moderate noise level when working in production or store work environment.
- Tensions and pressures may arise in meeting deadlines and goals
This job description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, and qualifications required of employees assigned to this job. The duties, responsibilities may differ from the job description, and that the other duties as assigned, may be part of the job.
If the position requires a college/university degree, it must have been issued by an educational institution accredited by the United States Department of Education. Any degree issued by educational institution outside the United States must include documentation validating the equivalency of the degree to the same degree in the United States to be considered acceptable for this company’s purposes.
Reasonable accommodation for people with disabilities may be requested by calling (626) 369- 7118 at least five (5) working days in advance of the scheduled examination/assessment date(s).
THIS JOB IS FOR IMMEDIATE PLACEMENT.
APPLICANTS MUST BE AUTHORIZED TO WORK IN THE USA.
This Company is an Equal Opportunity Employer.
Details
| Salary | $67702 - $73000 / Year |
| Schedule | Full Time |
| Experience | Minimum 2 years of experience |
| Location | 100 N Barranca Street, Suite 1200, West Covina, California 91791, United States |
| Category | *Bee* • Happy |
Skills
Restaurant Operations Systems
People Supervision
Customer Experience Management
Point of Sale
Project Management Experience
Cost Benefit Analysis
By applying you confirm you have these skills.
Jollibee Support Center
| Salary | $67702 - $73000 / Year |
| Schedule | Full Time |
| Experience | Minimum 2 years of experience |
Share with Friends
We use eVerify to confirm U.S. Employment eligibility.
100 N Barranca Street, Suite 1200, West Covina, California 91791, United States