Operations Manager (QA & Customer Service) | Hospitality/Food & Service

Operations Manager (QA & Customer Service) | Hospitality/Food & Service

About the Role

We are seeking a Senior Operations Manager with strong experience across Operations, Quality Assurance, Quality Control, Training, Food Safety, and HNI Customer Service within the food service/confectionery environment.

Key Responsibilities

• Oversee daily operations and ensure consistent quality and service standards.
• Develop and enforce SOPs, QA/QC systems, and food safety processes.
• Conduct quality audits across production, storage, dispatch, and vendor operations.
• Lead staff onboarding, training, performance tracking, coaching, and development.
• Manage customer service across WhatsApp, phone, social media, Shopify, and in-person channels.
• Own customer complaints and ensure timely resolution and follow-up.
• Monitor product quality, food safety, hygiene, and operational compliance.
• Conduct root-cause analysis and implement corrective and preventive actions.
• Oversee administrative processes, employee documentation, permits, and regulatory compliance.
• Support recruitment, onboarding, performance reviews, and disciplinary processes.
• Monitor operational performance, identify gaps, and drive continuous improvement.
• Maintain strict confidentiality and professional standards when dealing with HNI and premium clients.
• Prepare regular operational, quality, and performance reports for management.

Requirements

• Bachelor’s degree in Microbiology, Food Science, Food Technology, Business Administration, Operations, Hospitality, or a related field.
• Minimum 8 years’ experience in food service, confectionery, or a related industry.
• Proven experience in a senior Operations Management role.
• Strong hands-on experience in Quality Assurance and Quality Control.
• Previous experience managing training and staff development is highly required.
• Strong knowledge of food safety, HACCP, GMP, SOPs, audits, and quality standards.
• Demonstrated experience managing teams and improving operational performance.
• Strong customer service and complaint-management experience.
• Excellent leadership, communication, analytical, and problem-solving skills.
• Highly accountable, proactive, detail-oriented, and able to work with minimal supervision.
• Relevant certifications in Food Safety, HACCP, FSSC 22000, QA/QC, or Operations Management will be an advantage.
• Candidates without relevant experience in the food service/confectionery industry should not apply.