Operations Manager

Who We Are KitchenBASE helps restaurateurs around the world succeed in online food delivery - our goal is to make food more affordable, higher quality and convenient for everyone.

We take underutilized properties and transform them into smart kitchens so they can better serve restaurateurs, customers and the neighborhoods they’re in. Every time we launch a new facility we create jobs in that neighborhood, and we’re proud to provide a wide range of cuisines and options for healthy food at an affordable price.

We're changing the game for restaurateurs whether they’re entrepreneurs opening their first restaurant all the way through to your favorite global quick-service restaurant chains.

What You’ll Do Account Management

• Provide KitchenBASE’s Customer Success service packages to contracted accounts to analyze and propose growth strategies. This includes identifying new sales channels, introducing cost-efficient suppliers, and leveraging or developing services through KitchenBASE’s partner ecosystem.
• Foster and maintain strong partnerships with Delivery Platforms (e.g., UberEats, Demaekan, Wolt, Coupang, etc.).
• You will focus on building strong communication and trusted relationships with service users to secure contract renewals and actively mitigate churn risks.
• Promote kitchen expansions and upsell kitchen services.
• Handle arrears and debt collection to ensure timely payments.

Facility Operations

• Oversee and ensure compliance with the property rules, regularly reviewing and updating as necessary. Ensure all kitchen licensees adhere to these rules within our facilities.
• Ensure the facilities are fully updated and well-maintained through effective cleaning and repair works.
• Collaborate with internal facility technicians, the construction team, and external vendors to address any facility or equipment issues.
• Develop and maintain strong partnerships with vendors to ensure quality service at optimal costs, constantly reviewing service levels.
• Ensure that Standard Operating Procedures (SOPs) for the facility and organization are being followed.
• Address complaints, issues, or problems reported by kitchen licensees, neighbors, or drivers, providing timely solutions.
• Procure necessary equipment for facility operations with a cost-conscious approach.
• Manage the licensee onboarding and offboarding processes, ensuring a seamless experience.

Financial Management

• Review the monthly P&L of assigned facilities, identifying potential improvements. Work with the team to agree on actions and execute them.
• Develop and implement revenue-enhancing strategies while controlling expenses.
• Handle arrears and debt collection to ensure timely payments.
• Ensure smooth accounting processes by managing vendor registrations and payment procedures for contracted service providers.
• (Manage monthly billing and issue invoices to licensees.)
• (Oversee company assets, ensuring efficient utilization.)

Safety and Security

• Ensure emergency response procedures are in place and up to date.
• Comply with local regulations and requirements to ensure the safety and compliance of our facilities.

What We’re Looking For

• Proficiency in basic PC skills, including email, Excel/Google Sheets, and PowerPoint/Google Slides.

• Strong internal communication skills with the ability to work collaboratively and effectively within a team.

• High attention to detail with a track record of executing tasks accurately according to manuals and standard operating procedures (SOPs).

• A strong willingness to learn and adapt to new tasks, workflows, and digital tools.

• Excellent time management skills, with a proven ability to prioritize and manage multiple tasks simultaneously.

• Strong interpersonal skills to collaborate effectively with both internal teams and external stakeholders.

• Experience in customer service or interpersonal communication, with the flexibility to adapt to a fast-paced, changing environment.

• Basic data entry and reporting skills, with the ability to compile clear and accurate reports.

• Fast learning abilities with a demonstrated interest in ‘getting your hands dirty’ either through:

• Direct experience doing so (service operations, retail, hospitality, logistics & fulfillment, tech companies with heavy ops) and/or

• Managed logistics or operations at food, drug, or other highly regulated manufacturing facilities

• Have worked in more traditional consulting/banking and motivated to pivot

• Problem-solving abilities as both individual and through your team - able to creatively or analytically solve problems, data-driven, capable of root cause analysis

• Escalated bigger complaint handlings or Customer service experiences

• Hustler mentality - bias to action, sense of urgency, calm in a storm, solutions-focused, able to prioritize

• Process builder - focused on efficiency, builds with scale in mind, logical, system-oriented

• Project management experiences working with internal and external stakeholders

• Vendor relation management experience

• People oriented mindset

Nice to have

• Work experience in Food or Food delivery industry
• Knowledge or experience in kitchen equipment, utilities, and facility maintenance.
• Knowledge or experience in real estate, property/facilities management, and tenant leasing agreements.
• Fluent English in business
• Safety Security and risk management experiences
• Experiences in new store or facility development process
• Experience in startup is a plus
• Experience for New business development
• Proven track record of success results in financial
• Analytical skills with the proven track record
• Work experience at OFOs / Delivery platformer is a plus

Why join us

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What Else You Need To Know This role is based in our Tokyo office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

Ready to join us as we serve those who serve others?