Senior Operations Implementation Manager

Full-Time, Permanent Salaried/Exempt  Reports to: Director of Product & Operations Implementation  Travel: Up to 25%   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. As our Senior Operations Implementation Manager, you'll own the processes, systems, and AI-powered tools that make it all run brilliantly — and that set our student CEOs up to succeed. You're part operator, part innovator, part coach — and you thrive at the intersection of all three. Working cross-functionally, you'll ensure consistent implementation of all cafe processes, drive continuous improvement through feedback tools, and lead the development of AI integrations and automations that advance peak operational efficiency across the organization.   WHAT YOU'LL OWN 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.   WHAT SUCCESS LOOKS LIKE 30% reduction in inbound guest recovery inquiries 95% timely completion rate for all assigned cafe-level training 95%+ satisfaction rating on the post-badge survey Measurable efficiency gains for Operations Leads through AI adoption Improved ramp-up of cafe efficiency metrics for all new cafes   WHO YOU ARE You've spent time in foodservice or hospitality operations — enough to understand what it actually takes to run a cafe, develop a team, and hit financial targets. But what sets you apart is what you've built above the cafe level: SOPs that stuck, training that landed, automations that saved real time. You're equally comfortable in a spreadsheet, a workflow builder, and a kickoff meeting — and you know how to translate messy operational realities into clean, scalable systems. You lead with hospitality, communicate with clarity, and you have examples that prove you don't wait to be handed AI