Operations Excellence & Restaurant Systems Manager

The Operations Excellence & Restaurant Systems Manager plays a key role in shaping how Tim Ho Wan restaurants operate across North America. This position leads the development and continuous improvement of restaurant systems, operating standards, technology, and business processes that drive consistency, efficiency, and an exceptional guest experience.

Working closely with Global Operations, North America leadership, and restaurant teams, you'll help bring new restaurants to life by supporting store openings, technology implementation, operational readiness, and process improvements. If you're passionate about building scalable systems, solving operational challenges, and making a lasting impact, this is an exciting opportunity to help fuel the growth of one of the world's most celebrated restaurant brands.

Key Responsibilities

Restaurant Systems, Standards & Governance

• Develop and maintain restaurant SOPs, standards, manuals, and operating tools.
• Standardize operating practices across all North America restaurants in alignment with Global standards.
• Maintain operational governance, document control, and compliance documentation.
• Develop implementation toolkits and operational playbooks.
• Support operational readiness for new restaurant openings and major initiatives.

Store Development, Openings & Restaurant Support Systems

• Lead operational readiness for new restaurant openings.
• Coordinate permitting, licensing, and regulatory requirements.
• Manage store opening setup, checklists, and launch readiness.
• Coordinate POS, technology, equipment, packaging, and operating supplies.
• Partner with cross-functional teams to support openings, remodels, relocations, and restaurant upgrades.
• Develop scalable store opening processes to support growth.

Operational Excellence & Continuous Improvement

• Lead operational excellence and continuous improvement initiatives.
• Manage cross-functional projects from planning through implementation.
• Support the rollout of new programs, products, and operational initiatives.
• Analyze operational performance and implement process improvements.
• Identify and promote best practices to improve execution and productivity.

Field Support, Training & Cross-Functional Leadership

• Partner with field leaders to support operational execution.
• Lead implementation of new systems, programs, and operational initiatives.
• Develop and deliver operational training programs.
• Coordinate cross-functional initiatives across Operations, Supply Chain, Marketing, HR, Finance, IT, and Commissary.
• Serve as the primary liaison with Global Operations.
• Support change management, communication, and best-practice adoption.

Education

• Business Administration
• Hospitality Management
• Hotel & Restaurant Management
• Operations Management
• Industrial Engineering
• Supply Chain Management
• Information Systems

Required

• 5–8 years of multi-unit restaurant operations, operations excellence, or restaurant support experience.
• Experience developing SOPs, restaurant systems, and operational standards.
• Experience supporting new store openings and expansion projects.
• Experience managing restaurant technologies, POS, and operational systems.
• Proven project management and cross-functional leadership experience.

Preferred

Experience in Asian restaurant brands.

This is a primarily remote position that includes regular travel to restaurant locations for on-site support.

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