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