Senior Operations Implementation Manager

About the role

Saxbys is more than a cafe company — it's an Experiential Learning Platform. Every Saxbys cafe is owned and operated by a student CEO who runs the location as a real business: managing a team, driving profitability, and delivering an exceptional guest experience.

Responsibilities

• Operational Procedures, Standards & Systems: Own and maintain cafe SOPs and operational systems, serving as the Operations Team's voice by gathering feedback, identifying gaps, and driving continuous improvement.
• AI Tools, Integrations & Automations: Lead the development and rollout of AI-powered tools and workflow automations, serving as the organizational subject matter expert on AI adoption and continuously surfacing opportunities to streamline operations.
• Training, Curriculum & Student Leadership Development: Collaborate with L&D to update Level 1–4 training, SCEO Badge, and SCEO Camp content. Serve as HQ Sponsor for the SVP of Cafe Finance cohort — leading semester kickoffs, office hours, performance feedback, and corrective action as needed.
• Guest Recovery & Quality Assurance: Manage guest recovery tickets with 24-hour response standards and analyze feedback patterns to drive root-cause solutions. Review 10 Item Checklist and Quarterly Service Review results to surface improvements and recommend permanent fixes.
• POS Standardization & Implementation: Ensure accurate, consistent POS implementation across all cafes in partnership with Marketing, Product, IT, and Operations.

Qualifications

• Support, exhibit, and promote Saxbys' Mission and Core Values
• Ability to travel up to 25% of the time with a valid driver's license
• Physical requirements: able to stand/walk for extended periods, stoop and kneel, push/pull/lift up to 35 lbs, and ascend/descend ladders, stairs, and ramps