Senior Operations Implementation Manager
Saxbys
Salary undisclosed
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Description
Saxbys | Philadelphia, PA (Hybrid) | $72,000/year + Annual Bonus + Benefits | Up to 25% Travel
ABOUT THE ROLE
Saxbys is more than a cafe company — it's an Experiential Learning Platform. Every Saxbys cafe is operated by a Student CEO who runs the location as a real business: managing a team, driving profitability, and delivering an exceptional guest experience.
As our Senior Operations Implementation Manager, you'll own the processes, systems, and AI-powered tools that make it all run brilliantly — and that set our Student CEOs up to succeed. You're part operator, part innovator, part coach — and you thrive at the intersection of all three. Working cross-functionally, you'll ensure consistent implementation of all cafe processes, drive continuous improvement through feedback tools, and lead the development of AI integrations and automations that advance peak operational efficiency across the organization.
WHAT YOU'LL OWN
- Operational Procedures, Standards & Systems: Own and maintain cafe SOPs and operational systems, serving as the Operations Team's voice by gathering feedback, identifying gaps, and driving continuous improvement.
- AI Tools, Integrations & Automations: Lead the development and rollout of AI-powered tools and workflow automations, serving as the organizational subject matter expert on AI adoption and continuously surfacing opportunities to streamline operations.
- Training, Curriculum & Student Leadership Development: Collaborate with L&D to update Level 1–4 training, SCEO Badge, and SCEO Camp content. Serve as HQ Sponsor for the SVP of Cafe Finance cohort — leading semester kickoffs, office hours, performance feedback, and corrective action as needed.
- Guest Recovery & Quality Assurance: Manage guest recovery tickets with 24-hour response standards and analyze feedback patterns to drive root-cause solutions. Review 10 Item Checklist and Quarterly Service Review results to surface improvements and recommend permanent fixes.
- POS Standardization & Implementation: Ensure accurate, consistent POS implementation across all cafes in partnership with Marketing, Product, IT, and Operations.
WHAT SUCCESS LOOKS LIKE
- 30% reduction in inbound guest recovery inquiries
- 95% timely completion rate for all assigned cafe-level training
- 95%+ satisfaction rating on the post-badge survey
- Measurable efficiency gains for Operations Leads through AI adoption
- Improved ramp-up of cafe efficiency metrics for all new cafes
WHO YOU ARE
You've spent time in foodservice or hospitality operations — enough to understand what it actually takes to run a cafe, develop a team, and hit financial targets. But what sets you apart is what you've built above the cafe level: SOPs that stuck, training that landed, automations that saved real time. You're equally comfortable in a spreadsheet, a workflow builder, and a kickoff meeting — and you know how to translate messy operational realities into clean, scalable systems. You lead with hospitality, communicate with clarity, and you have examples that prove you don't wait to be handed AI tools — you go find them, or build them yourself.
WHAT'S REQUIRED
- Support, exhibit, and promote Saxbys' Mission and Core Values
- Ability to travel up to 25% of the time
- Valid driver's license
- Physical requirements: able to stand/walk for extended periods, stoop and kneel, push/pull/lift up to 35 lbs, and ascend/descend ladders, stairs, and ramps
WHY SAXBYS
This isn't a typical operations role. You'll shape the systems, tools, and training that empower the next generation of business leaders — and see the direct impact of your work every day across our cafe network. Along with a $72,000 base salary, a performance bonus, and comprehensive benefits, you'll get a hybrid work environment and manageable travel (up to 25%) — plus the opportunity to do some of the most meaningful work of your career at a company that takes hospitality, innovation, and student development seriously.
Ready to build something great? Apply today!
Benefits
- bonus
About this role
Saxbys operates a network of cafes run by Student CEOs learning real business management, and this role puts you at the center of making that model work at scale. You'll own the operational systems, training programs, and AI tools that enable these student leaders to succeed—working across cafe SOPs, POS standardization, guest recovery, and continuous improvement. This is part operations director, part systems builder, part coach, requiring someone who understands what it actually takes to run a cafe but has proven they can build the infrastructure above it: documented processes that stick, training that lands, and automations that save real time.
You'll need genuine foodservice or hospitality operations experience and a track record of translating messy operational realities into clean, scalable systems. The role demands comfort moving between spreadsheets, workflow builders, and leadership meetings, plus a proactive approach to finding or building AI tools rather than waiting for them to arrive. You should be ready to travel up to 25% and handle the physical demands of cafe environments—standing for extended periods, lifting up to 35 pounds, and moving through spaces.
The position is based in Philadelphia as a hybrid role paying $72,000 annually plus bonus and benefits. Success means measurable outcomes: 30% fewer guest recovery inquiries, 95% on-time training completion, and demonstrable efficiency gains for your operations team and new cafes. If you've built systems that actually work and want to see their impact across a growing network while developing the next generation of business leaders, this role offers that combination.
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