Operations Manager – Pedros X1
Job Details
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Job Title: Operations Manager – Free State
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Company: Pedros
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Location: Bethlehem, Free State
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Employment Type: Permanent
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Division: Head Office
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Business Unit: Operations
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Industry: Restaurants / Quick Service Restaurants (QSR)
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Level: Mid–Senior Management
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Functional Area: Management / Operations
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Posted Date: 30 January 2026
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Closing Date: 13 February 2026
Job Overview
The Operations Manager is responsible for managing and driving performance across multiple Pedros stores in the Free State region. The role ensures operational excellence, brand compliance, food safety, and customer satisfaction while improving profitability and efficiency. The Operations Manager will coach and develop store teams, monitor performance metrics, and ensure consistent adherence to Standard Operating Procedures (SOPs) and quality standards.
This position is ideal for an experienced multi-store operator who has strong leadership skills, operational and financial management experience, and a strong focus on customer service and brand standards.
Key Responsibilities
1. Operational Performance & Profitability
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Manage and support operational activities across all allocated stores.
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Drive turnover growth, customer count, gross profit, and profitability.
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Control costs (food, labour, and operational expenses).
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Improve service efficiency and performance metrics.
2. SOP, Quality & Compliance
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Ensure consistent adherence to SOPs, policies, and brand standards.
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Maintain high scores in brand audits, food safety audits, and mystery shopper results.
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Ensure food safety compliance, hygiene, and equipment maintenance.
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Address audit outcomes and operational gaps.
3. People Management & Leadership
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Lead, coach, and develop Store Managers and store teams.
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Drive employee engagement and reduce staff turnover.
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Ensure effective training, onboarding, and performance management.
4. Customer Experience & Brand Standards
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Ensure high customer satisfaction and resolve complaints promptly.
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Drive digital ratings, Net Promoter Score, and customer experience metrics.
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Reinforce Pedros’ leadership principles and customer-first culture.
5. Reporting & Administration
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Prepare and analyse weekly and monthly operational reports.
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Track KPIs, financial performance, and action plans.
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Support marketing and operational initiatives.
Key Performance Indicators (KPIs)
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Like-for-like turnover and customer growth
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EBITDA and gross profit percentage
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Brand audit and food safety audit scores
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Mystery shopper results
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Service speed and delivery performance
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Customer complaints and digital ratings
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Staff and management turnover rates
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Delivery aggregator performance
Qualifications & Experience
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Qualification in Operations, Marketing, Business Development, or Business Administration
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Minimum 2 years’ experience in multi-store operations or similar role
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Experience in franchise or corporate store environments
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Experience with GAAP / Micros systems
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Proven ability to manage high-volume operations
Technical & Behavioural Competencies
Technical Skills
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Strong operational & financial management
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Ability to manage quality control and SOP compliance
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Proven track record in achieving sales and profitability targets
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Advanced MS Office skills
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Strong reporting and analytical ability
Behavioural Skills
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Excellent communication and leadership
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High emotional intelligence (EQ)
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Ability to work under pressure and manage priorities
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Strong problem-solving and decision-making
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Attention to detail
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Autonomous and collaborative working style
Additional Requirements
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Valid driver’s licence
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Own vehicle preferred
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Willingness to travel regularly across the region
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Availability to support operations outside standard hours when required