Job Title: Operations Manager – Ice Cream Outlets

Location: Jeddah Saudi Arabia

Department: Operations

Reports To: General Manager / CEO

Job Summary

The Operations Manager will oversee the daily operations of multiple ice cream outlets, ensuring high standards of customer service, product quality, hygiene, staffing, and profitability across all branches. This role includes supervising outlet teams, optimizing store performance, implementing SOPs, and supporting business growth through operational excellence.

Key Responsibilities

Outlet Operations Management

• Oversee daily operations of all ice cream stores to ensure smooth, efficient, and consistent performance.
• Ensure product quality, taste, presentation, and portion standards are maintained at all outlets.
• Implement and monitor SOPs for production, storage, food handling, hygiene, and customer service.
• Conduct regular outlet visits, audits, and performance reviews.

Team Leadership & Staff Management

• Supervise Store Supervisors, Shift Leaders, and Service Staff.
• Recruit, train, and develop employees to ensure high service standards.
• Create staff schedules and ensure adequate manpower for peak and off-peak hours.
• Conduct performance evaluations and provide coaching and corrective feedback.

Customer Experience

• Ensure excellent customer service and handle escalated customer issues professionally.
• Implement customer feedback programs to enhance satisfaction and brand loyalty.
• Monitor online reviews and maintain high customer ratings.

Sales & Performance Management

• Track daily sales, wastage, and operational KPIs for all outlets.
• Identify opportunities to increase revenue, average order value, and customer traffic.
• Support the launch of new products, promotions, and seasonal campaigns.
• Analyze sales data and prepare performance reports for management.

Inventory & Supply Chain Management

• Monitor stock levels of raw materials, packaging, and consumables.
• Coordinate with procurement and suppliers to ensure timely deliveries.
• Implement controls to minimize waste, spoilage, and pilferage.
• Maintain accurate inventory records.

Quality, Health & Safety Compliance

• Ensure compliance with food safety standards, HACCP guidelines, and local health regulations.
• Conduct hygiene audits and ensure all outlets meet safety and cleanliness requirements.
• Ensure staff follow proper sanitation and PPE protocols.

Financial Oversight

• Manage outlet budgets, cost controls, and operational expenses.
• Work on improving profitability through cost-optimization and efficiency measures.
• Validate daily cash reconciliation, POS reports, and bank deposits.

Expansion & New Store Setup

• Support planning and opening of new outlets, including layout, equipment, and staffing.
• Ensure new store operations align with company standards from day one.

Skills

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Hospitality, or related field.
• Minimum 5–8 years of experience in F&B operations; ice cream, café, or QSR experience preferred.
• Strong leadership, communication, and problem-solving skills.
• Knowledge of food safety standards and F&B operational KPIs.
• Ability to work under pressure and manage multiple outlets.
• Proficiency in MS Office, POS systems, and operational reporting.
• Strong customer-service orientation and team-management abilities.

Core Competencies

• Leadership & People Management
• Operational Planning
• Customer Service Excellence
• Quality & Hygiene Control
• Financial & Performance Analysis
• Multi-Outlet Management
• Communication & Collaboration
• Problem Solving & Decision Making