Training Operations Services Manager

Position summary

The Training & Operations Services Manager builds and owns the systems that tell every Pinkbox shop how to run. This person creates our training curriculum and operational documents, owns the platform where all of it lives, and leads cross-departmental projects and new store openings from corporate kickoff through hand-off to the field. It is a strategic, organizational role: the work is done mostly from the office, and its results show up in every shop.

Key responsibilities

Training program development

• Design, write and maintain training materials for every store-level position, from new team member onboarding through shift lead, assistant manager and general manager.
• Build role-based training paths, certification checkpoints and knowledge checks.
• Create the Manager-in-Training (MIT) program framework, curriculum and evaluation tools used by the Field Trainer.
• Update training content whenever products, equipment, recipes, service standards or procedures change.
• Measure training effectiveness using completion rates, certification results, turnover and store performance data, and revise programs accordingly.

Operations procedures and standards

• Write, format, version-control and publish standard operating procedures (SOPs), job aids, checklists, station guides and quick-reference resources.
• Partner with Operations leadership to define and document brand standards for food quality, safety, cleanliness, guest service and speed.
• Run a regular review cycle so every document has an owner, a current version and a review date.
• Make sure procedures are clear, consistent and usable on the shop floor (visual, mobile-friendly, bilingual where needed).

Knowledge platform ownership (intranet / LMS)

• Own Pinkbox's central information hub, whether an internal intranet or a third-party platform (LMS / operations app).
• Lead platform selection, setup and rollout if a new system is chosen; manage the vendor relationship and budget.
• Structure content so any team member can find what they need in seconds; manage user access and permissions.
• Track usage and completion reporting and share it with Operations leadership, district managers and general managers.

Cross-departmental projects and initiatives

• Serve as the corporate project manager for initiatives that affect store-level operations: new products and limited-time offers, equipment rollouts, technology and POS changes, process changes and policy updates.
• Coordinate with Marketing, Culinary / Product, HR, Finance, Facilities, IT and Purchasing to build rollout plans, timelines and store communications.
• Translate corporate decisions into store-ready tools: training, SOP updates, announcements and launch checklists.
• Follow up after launch to confirm adoption and capture lessons learned.

New store openings (corporate side)

• Own the new store opening (NSO) master plan and timeline from the corporate side, coordinating every department's tasks.
• Build and maintain the NSO playbook, opening checklists, training schedules and staffing / training ratios.
• Partner with the Field Trainer, who leads on-site opening training, to make sure the right materials, trainers and schedule are in place.
• Run post-opening reviews and update the playbook after every opening.

Leadership

• Hire, lead, develop and set priorities for the Field Trainer(s).
• Set training compliance standards and goals; review field results with the Field Trainer and Operations leadership.
• Manage the training department budget, including platform, materials and opening travel.

Qualifications

Required

• 5+ years of multi-unit restaurant, QSR, bakery or retail operations experience, including at least 2 years in training, operations services or a similar corporate support role.
• Proven track record writing training programs and SOPs that were adopted across multiple locations.
• Experience administering an LMS, intranet or operations platform.
• Strong project management skills; experience coordinating multiple departments and deadlines at once.
• Excellent writing, editing and visual layout skills.
• Proficiency with Google Workspace or Microsoft 365.
• ServSafe Manager certification, or ability to obtain within 60 days.

Systems and technology

• AI tools: Hands-on use of AI assistants such as Claude, ChatGPT or Microsoft Copilot to draft and edit SOPs and training content, build quizzes and job aids, summarize materials and translate content (for example, English / Spanish). Understands how to review AI output for accuracy and brand standards.
• LMS and training platforms: Experience building courses, learning paths and reporting in at least one LMS, such as Trainual, Wisetail, TalentLMS, Docebo, Canvas or a similar platform.
• Content authoring tools: Ability to create e-learning modules and interactive content with tools such as Articulate 360 (Rise / Storyline), iSpring or the LMS's built-in course builder.
• Design and video: Skilled with Canva (or Adobe Express) for visual job aids, posters and station guides; able to produce short training videos with tools such as Loom, Camtasia or a smartphone and simple editing app.
• Intranet and knowledge management: Experience organizing a company intranet or knowledge base, such as SharePoint, Google Sites, Notion or a frontline team app like Connecteam or Beekeeper.
• Restaurant operations systems: Familiarity with POS, scheduling and operations checklist platforms (for example Toast, Square, 7shifts or Crunchtime / Zenput) well enough to write training and procedures for them.
• Systems mindset: Comfortable evaluating new software, running demos and pilots, and recommending the right tool for the business.

Preferred

• New store opening experience in a growing brand.
• Instructional design training or certification.
• Bilingual English / Spanish.
• Experience with video or e-learning content creation.

Key competencies

Strategic thinking · organization and attention to detail · clear written communication · project management · cross-functional influence · coaching and team leadership · data-driven decision making.

Success measures

• Every store position has a current training path and every core procedure has a current SOP on the platform.
• Training completion and certification rates meet targets across all shops.
• Projects and initiatives launch on time with store-ready materials.
• New stores open on schedule and meet opening-period performance goals.

Work environment and travel

Open to remote w/travel or on-site. Travel to shops in the Las Vegas area as needed, and to out-of-market new store openings up to roughly [10–20]% of the time. Some early mornings, evenings and weekends around launches and openings.