Operational Excellence Officer

3 weeks ago

West Covina, United States Jollibee Support Center Full time

**JOB SUMMARY**
- The Operational Excellence Officer for Front-of-House (FOH) is responsible for the design, standardization, and continuous improvement of Service Restaurant Operations Systems (ROS) to ensure timely delivery of quality products to the customers, and optimum use of resources. This position oversees and improves all aspects of the customer journey by developing strategies to improve customer interactions across multiple touchpoints and channels.

**ESSENTIAL FUNCTIONS**

**1. Key Result Area 1: Service Restaurant Operations Systems’ Effectiveness and Optimization**
- Establish and keep the standards on Service operating systems (with reference manuals and materials) covering equipment, tools and utensils, workstation lay-outs, and operating procedures.
- Develop continuous improvement programs to improve existing service systems, tools, and processes through store observations, Focus Group Discussions (FGDs), Systems Data Validation, Feedback System, Competitive Check/Analysis, and Root Cause Analysis, which will lead to operating cost improvement.
- Initiate and undertake studies on formulating solutions on work simplification, maximization of space utilization, increased productivity, cost savings, and process flow enhancements.

**2. Key Result Area 2: Business Channels Service Quality**
- Enable stores to achieve and deliver key metrics on service such as speed, accuracy, and customer service.
- Drive deep dive analysis into the voice of customer data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
- Benchmark best practices of different organizations in terms of Business Channels performance and drive continuous improvement of the process across the Jollibee brand.
- Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery.
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, providing regular reports and insights to the management and key stakeholders.

**3. Key Result Area 3: Point-of-Sale (POS) and Kitchen-Display-System (KDS) Management**
- Lead and conduct research and evaluation of existing Point of Sale and Kitchen Display system to improve service efficiency and effectiveness related to saving labor costs and improving order delivery.
- Collaborate with various stakeholders including Business Technology team, Digital Shared Services, and Restaurant Operations to plan and implement system upgrades, ensuring mínimal disruption to business operations.
- Evaluate new Restaurant POS System platform, technologies and features: Point of Sale (POS), Back-Office and Drive-Thru, recommending and implementing enhancements to improve customer experience and operational efficiency.
- Implement systemwide roll-out for any new POS system-related upgrade and integration to enhance the overall efficiency and functionality of the POS infrastructure.

**4. Key Result Area 4: Project Management**
- Manage key projects by following project management processes from exploration to post-evaluation.
- Collaborate with a team or work group and utilize effective communication and integration skills for each of the project assignments.

**5. Key Result Area 5: People Supervision**
- Serve as Subject Matter Expert or SME for training-related needs on Service ROS, Channels Standard Operating Procedures, and best practices to foster a customer-focused culture throughout the organization.
- Manage direct reports. Create team’s development plan based on competency assessment and individual performance.

**Others**
- Perform other job, tasks or Operational Excellence’ expertise related assignments to develop oneself and/or share one’s expertise to support the department’s mandate or the organization’s objectives.
- Must be willing to travel &/or drive approximately 30% of the time in different locations in North America.

**JOB SPECIFICATIONS**

**Education**
- Bachelor’s degree in industrial or any Engineering Course, Hotel & Restaurant Management, Business Administration, or related field.

**Experience**
- At least 2 years of restaurant Operations or Customer Experience management.
- Demonstrated past project management experiences.
- **_ or _**equivalent combination of education & experience.

**Bona Fide Occupational Qualifications (BFQs) **(Required **Training, License & Certification)**
- Certified Customer Experience Professional (CCXP)
- Lean Six Sigma Certification, preferred.
- Project Management Professional Certification
- Restaurant Operations related training, licensing or certifications from organizations or any equivalent combination of education & experience from which comparable knowledge, skills and abilities have been achieved.

**Skills and Essential Traits**
- Research and Comparative Benchmarking on Restaurant Systems & Technology
- Project Management Skill
- Management Reporting
- Financial Analysis. Cost-Be

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