Operations Director

Yo-Chi Purpose and Values

The Yo-Chi PURPOSE is to create more positive energy in the world.

The Yo-Chi BRAND VALUES include:

• The Care Factor: It’s the little (but big) things we do that make Yo-Chi extra special. It’s our attention to detail to have the best of the best in everything: the best people, the best products, the best experience for our guests, and the best energy.
• Social Connection: AKA Sharing the Chi with our team and local communities. It’s the way we treat each other, it’s laughter on shift, and it’s celebrating our teammates’ birthdays. For guests, it’s the genuine high-five, in a buzzing hub of positive energy, and it’s supporting local sports clubs and charities.
• Environmental Honesty: From encouraging reusables to eliminating single-use plastic in venues, we’re on a journey to make earth-friendly retail the new norm.

Role Purpose

The Operations Director is responsible for the overall performance, management and supply chain stability of Yo-Chi venues within their region. The primary purpose of the role is to lead, mentor, coach, and provide a reliable structure to the venue and wider regional team, to ensure the business vision, culture, operational, and financial objectives are met.

Roles and Responsibilities

Be an Inspirational LEADER

• Lead & develop a team with clear direction, accountability and ongoing support.
• Create a positive workplace culture, by encouraging open communication, reward and recognition, and connection within the team.
• Establish 1:1 meetings with each of the leadership team to maintain constant dialogue and support.
• Maintain high standards of personal presentation for self and team.

Take an active role in PEOPLE DEVELOPMENT

• Manage and oversee all recruitment needs for the region, taking responsibility for employee turnover across the venues.
• Support with the recruitment, onboarding and training of all new leaders and team members.
• Continuously coach and develop Leaders in line with individual development plans and identified venue needs.
• Support the business with any performance management or disciplinary matters as required.
• Perform and provide regular performance evaluations and feedback to the leadership teams.
• Promote open communication among the team to maximise their opportunity to learn from each other.

Deliver Excellence in OPERATIONS

• Ensure all members of the team understand and adhere to all Yo-Chi policies, procedures, and values.
• Assist in the development and implementation of new policies and procedures with Yo-Chi
• Take ownership of retail technology implementation and execution
• Prepare weekly payroll and check reports to ensure accuracy and compliance with local, state & national regulations.
• Achieve and maintain COGS and Labour KPIs across the network.
• Take ownership for venues’ profit and loss results.
• Coach and develop the team on COGS management processes, including waste management, stocktake & ordering.
• Manage weekly reporting from venues and follow up on any issues identified in end-of-night emails.
• Conduct monthly leadership meetings with all Leaders to discuss financial performance, business strategy, marketing, and people management.
• Ensure Chi Check & Audit results are understood by venue teams, and necessary follow-up actions are implemented.
• Ensure compliance with all venue administrative tasks on a weekly and monthly basis.
• Ensure cleanliness standards are always improving and maintained.
• Conduct monthly venue compliance audits.
• Support the opening of new venues throughout your region, including the planning, training and opening support.
• Support the Head of Region and broader team with other business projects.

Deliver 5-star SERVICE

• Implement and model guest service standards and drive commitment to continuous improvement.
• Identify training opportunities and ensure appropriate training and ongoing coaching is rolled out to maintain outstanding guest service.
• Conduct the minimum required number of Chi Checks monthly.
• Ensure venue leadership teams have the confidence and skills to address any guest concerns or issues with professionalism and care.

Pursue the best PRODUCT & SUPPLY CHAIN

• Oversee supply of ingredients, packaging, manufacturing, warehousing and distribution.
• Regularly review supply chain levels & forecast to ensure highest quality products are maintained & remain in stock
• Ensure acceptable quality of all yogurts and toppings in line with Yo-Chi standards.
• Be accountable for planning, reviewing and ensuring logistical & distribution stability to ensure premium stock availability
• Ensure all products are prepared in line with Yo-Chi policies and procedures.
• Support Leaders to manage food inventory to maximize sales and profitability.
• Ensure compliance with the yogurt calendar
• Regularly review the topping offering regarding pricing, COGS, seasonality and volumes.
• Maintain strong systems to ensure venue teams abide by Food Safety standards and legislative requirements.
• Drive a high level of product knowledge among venue teams through training.

Actively promote a SAFE & HEALTHY WORKPLACE

• Adhere to all Workplace Health and Safety requirements and security needs, and record/act upon hazards.
• Oversee maintenance of all OH&S requirements, including policies, incident reporting, and risk assessments.
• Maintain up-to-date knowledge of OH&S policies, procedures, and best practices.
• Ensure team members are trained in all OH&S requirements relevant to Yo-Chi venues.
• Ensure that all quality, safety, and standards audits are completed and followed up in venues.
• Ensure venues are managed in a manner to prevent injuries or unsafe work practices.
• Promote a safe and enjoyable workplace for all guests and team members.
• Record and act upon any identified hazards in the venue.
• Be available by phone for emergencies or workplace incidents.

Embrace business growth through MARKETING

• Work together with Leaders to develop and implement sales growth initiatives.
• Seek guidance from the Marketing Leader to initiate and implement local marketing opportunities for venues.
• Support Venue Leaders to proactively seek Communi-Chi opportunities within their venue’s neighbourhood.

Key Performance Indicators

1. Business KPIs (sales, labour, COGS, YOY sales growth, team engagement, team turnover, profitability)
2. Recruitment & Development of high-performing teams
3. Consistent coaching and mentoring of leaders to provide exceptional guest experiences.
4. Supply Chain stability through regular forecasting, reviews and logistical execution.
5. Delivery of up-to-date training across all venues and teams.
6. Successful openings of new venues

This role will require six "6" weeks of training in Australia.