Operational Excellence Manager

Reports to: Regional Director of Operations Location: Los Angeles, CA

Position Overview

The Operational Excellence Manager leads and coordinates regional new unit openings with a strong focus on front of house excellence. This includes oversight of merchandising, signage, small wares, equipment placement, and the full setup of front of house operations to ensure a polished and hospitality focused guest experience.

This role develops and deploys site level operational tools that set opening teams up for success, including task by time guides, cleaning schedules, station diagrams, training materials, and operational checklists. The Operational Excellence Manager trains management teams and hourly staff on front of house standards, service expectations, and operational processes.

In addition, this leader ensures the successful implementation of ancillary services such as coffee bars, office coffee service pantries, micro kitchens, juice and smoothie outlets, promotional activations, and catering programs. They develop and mentor regional champions to uphold standards, reinforce training, and support future openings.

Through strong planning, structured execution, and hands on leadership, the Operational Excellence Manager ensures every opening delivers operational readiness, hospitality excellence, and a guest experience that reflects the Guckenheimer standard.

How Success Is Measured

Success in this role is defined by seamless openings, sustainable front of house standards, and exceptional first impressions.

• New unit openings are executed on time, fully operational, and aligned with Guckenheimer standards from day one
• Front of house environments are organized, guest ready, and supported by structured tools and clear operational guidance
• Management and hourly teams consistently execute service standards and operational processes with confidence
• Ancillary programs launch successfully and operate with consistency and profitability
• Regional champions are developed to sustain standards and support ongoing training
• Post opening audits reflect strong compliance with service, merchandising, safety, and brand standards
• Guest feedback and client satisfaction demonstrate a smooth transition from opening to steady state operations
• Opening processes become more efficient, scalable, and repeatable across the region

Success is measured not only by opening day readiness, but by the long term strength and sustainability of the teams left behind.

Key Responsibilities

• Lead and coordinate regional new unit openings to ensure operational readiness and exceptional front of house guest experiences
• Oversee merchandising, signage, small wares, service flow, and front of house setup to align with company standards
• Develop and implement structured opening tools including task by time guides, cleaning schedules, station diagrams, and training materials
• Train management teams and hourly staff on service culture, operational processes, and front of house standards
• Support successful launch of coffee bars, office coffee service pantries, micro kitchens, juice outlets, promotions, and catering programs
• Identify and develop regional champions to sustain excellence and support future openings
• Continuously improve opening processes to enhance efficiency, consistency, and scalability

Food and Workplace Safety

Safety is foundational to operational excellence and guest trust, especially during new unit openings.

• Embed food safety and workplace safety standards into every opening plan
• Ensure all service areas are organized, properly equipped, clean, and inspection ready from day one
• Train teams on food safety protocols, workplace safety expectations, and regulatory compliance
• Reinforce execution of Allergen Control Plan requirements with precision
• Validate accurate product labeling and allergen identification across all service points
• Support compliance with HACCP and NSF standards through structured documentation and audit readiness

You set the tone for a regional culture where safety, operational discipline, and hospitality excellence are embedded from the first day of service.

Core Competencies

Leadership and Influence

Leads confidently during high pressure openings and inspires teams to execute with precision and pride.

Client and Guest Focus

Ensures every opening delivers a welcoming, polished, and guest centered experience.

Operational Excellence

Builds structured tools and repeatable processes that ensure consistent execution.

Drive and Accountability

Takes ownership of timelines and outcomes and follows through until standards are met.

Adaptability and Composure

Thrives in dynamic, fast paced environments and maintains professionalism under pressure.

Inclusive Leadership

Builds strong partnerships and fosters collaboration across teams and functions.

Integrity

Upholds company standards and ensures transparency and accountability in every opening.

Physical Requirements
• Ability to stand and walk for extended periods, up to eight hours per day
• Ability to lift a minimum of twenty five pounds
• Maintain professional appearance standards
• Thrive in high volume environments with time sensitive demands

This is a hands on leadership role rooted in the energy and rhythm of hospitality operations.

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $110000.00 - $130000.00 . Final compensation will be determined based on experience and skills and may vary from the above range.