Operation Manager

About the role

This role is responsible for overseeing all P&L operations across Hong Kong locations, including setting and achieving annual and quarterly revenue and profit targets, managing store costs comprehensively, and maximizing profitability. The position involves optimizing daily operational systems, managing new store setup from site selection through opening, and ensuring standardized quality and food safety compliance across all branches.

Key responsibilities

• Establish and achieve Hong Kong regional annual and quarterly sales revenue and profit targets, and comprehensively manage store costs including food costs, labour costs, and utilities to maximize store profitability
• Lead and optimize daily operational processes across Hong Kong branches, including store opening and closing procedures, peak hour workflows, and logistics distribution to continuously improve labour efficiency and output efficiency
• Coordinate new store preparation in Hong Kong from site selection assessment, property liaison, renovation supervision, licence application with Food and Environmental Hygiene Department (FEHD) through to trial operation and opening
• Establish and strictly enforce food safety, hygiene standards and product quality control systems across Hong Kong region to ensure all branches comply 100% with FEHD regulations and headquarters standards
• Establish mystery shopper or flying inspection mechanisms to conduct regular surprise audits and scoring of store output, service quality, and store image
• Work closely with procurement, central kitchen and logistics teams to ensure stable supply of coconut milk, tea, fresh fruit and packaging materials, optimize inventory turnover and reduce wastage
• Coordinate with Marketing department on new product launch plans and promotional activities, develop implementation solutions to ensure store promotional materials, staff training and inventory reserves are in place
• Lead regional managers and store managers, conduct regular operational meetings, performance reviews (KPI Review), target alignment and management capability training
• Improve Hong Kong frontline team promotion mechanisms and compensation incentive schemes to reduce turnover and establish healthy barista and management talent reserves
• Handle major customer complaints and food safety incidents, media crises, serious labour disputes or shopping mall property emergencies appropriately

About you

• 7 or more years of Hong Kong restaurant, chain retail or new-style tea beverage industry management experience, with at least 3-5 years or more senior management experience such as Senior Operations Manager or Operations Director, having managed multiple branches and led middle management teams
• Background with well-known chain restaurant brands, particularly hand-shaken tea beverages, coffee chains or fast food businesses in Hong Kong operations management is preferred
• Proficient in P&L financial statement analysis with excellent cost control, budget preparation and pricing strategy capabilities
• Deep understanding of Hong Kong shopping mall ecosystem including property leasing and contract terms, Hong Kong consumer habits and local restaurant labour market
• Familiarity with FEHD licence application procedures and local labour laws
• Outstanding leadership and stress resilience with macro-strategic vision and strong execution capability to make decisive decisions in Hong Kong's fast-paced, high-pressure business environment
• Excellent communication and coordination skills, able to liaise upward with board/general manager and empower frontline teams, with outstanding external business negotiation capabilities
• Fluent in Cantonese, Mandarin and English with strong written and verbal communication abilities