Head of Operations – Multi‑Branch Restaurants

About the role

This hands‑on operational leadership role reports directly to the CEO and is responsible for driving performance, profitability and scalable systems across a growing multi‑location food‑service business in Bulgaria.

Key responsibilities

• Lead and improve performance across multiple restaurant branches through Area Managers, Branch Managers and shift leaders.
• Establish clear operating standards, decision rights, escalation paths and daily/weekly management routines.
• Increase visibility into service, delivery, staffing, revenue, costs and margins using dashboards and data analytics.
• Own the online customer journey from discovery to repeat purchasing, optimizing ordering, delivery and issue resolution.
• Develop pricing, promotions and bundles while preparing budgets, forecasts and performance plans.
• Identify and eliminate profitability leaks, waste and operational bottlenecks.
• Translate business problems into requirements for technology teams and validate new system implementations.

Required profile

• 7+ years of experience in operations or business management, leading multiple restaurant or food‑service locations.
• Proven ability to manage managers, establish accountability and improve operational performance.
• Strong understanding of P&L, budgeting, food and labor costs, margins and unit economics.
• Hands‑on execution mindset with experience turning operational challenges into clear plans.
• Experience scaling delivery operations or online sales through platforms such as GrabFood or foodpanda is a plus.

Required skills

• Excel or Google Sheets for data analysis and reporting.
• AI tools and automation platforms for workflow optimization.
• Dashboard creation and management.
• Digital business tools and workflows.

What we offer

• Health insurance (HMO) and paid time off.
• Work‑from‑anywhere arrangement.
• Performance‑based salary increases and delegated COO‑level responsibilities.
• Opportunity to work with AI, dashboards and automation.
• Exposure to multi‑location operations, business development and new service creation.