Manager of Off-Premise Catering & Operations

Mendocino Farms Talent Acquisition Team•Los Angeles, CA

20d•$80,000 - $110,000•Hybrid

About The Position

At Mendocino Farms, catering and off-premise success depends on flawless execution at the restaurant level. The Manager of Catering and Off-Premise Operations is responsible for supporting and maintaining the operational foundation that allows the business to scale reliably and profitably. This role manages and supports the operational levers across catering and off-premise, including execution standards, systems, training, and problem-solving. The focus is on reducing friction for restaurants, improving consistency, and solving operational challenges so Mendo’s catering and off-premises experience is as craveable, seamless, and dependable as our in-store experience. This role reports to the Director of Operations Services and works cross-functionally with Culinary, Marketing, Training, Guest Relations, Finance, and Field Operations.

Requirements

3+ years of multi-unit restaurant operations experience with catering or off-premise ownership
Deep understanding of restaurant execution and operational realities
Strong process design, prioritization, and problem-solving skills
Ability to work cross-functionally and influence field teams without direct authority
Experience working with third-party delivery platforms
Passion for hospitality and operational excellence
Must be able to travel up to 10% of the time including local travel as well as out of state to new store openings and meetings

Responsibilities

Support catering and off-premise execution standards across all locations, ensuring quality, accuracy, timeliness, and brand consistency
Manage Catering SOPs, including packaging standards, prep workflows, staging, dispatch, and handoff protocols
Collaborate with Culinary, Finance, and Marketing on menu innovation execution
Support the execution process and rollout for launching hot catering, including packaging solutions, timing standards, and in-store processes to ensure food travels and presents well
Build and maintain a scalable playbook for multi-channel fulfillment, including in-store pickup, delivery, Delivery Service Providers (DSPs), and courier models
Partner with Field Leadership to implement scalable systems for order management, delivery execution, and issue resolution
Identify high-impact, low-to-medium effort operational improvements that unlock scale and reduce store-level friction
Serve as the operational subject matter expert for catering and off-premise tools, workflows, and platforms
Partner with Technology on testing, rollout, and adoption of new tools and integrations
Manage delivery maps, including shifting delivery zones as needed to balance demand, protect operations, and maintain service standards
Monitor DSP performance to ensure on-time delivery, fulfillment accuracy, and service level adherence
Support driver issue management, including complaints, escalations, and resolutions
Vet operational requirement of potential third-party marketplaces or delivery partners
Collaborate on operational testing and deployment of new marketplace initiatives such as LTOs, bundles, or channel-specific offerings, in partnership with Marketing
Collaborate with Training to maintain onboarding and learning and development tools for Catering Specialists and store teams
Support field leaders with clear expectations, playbooks, and escalation paths for catering and off-premise execution
Support consistent execution through clear documentation, job aids, and ongoing process reinforcement
Evaluate and refine the current in-restaurant catering support model to improve execution, capacity, and accountability
Monitor operational and delivery KPIs tied to accuracy, timeliness, defects, and guest issues
Partner with Guest Relations to identify recurring challenges and lead root-cause analysis and resolution
Continuously refine processes based on performance data, guest feedback, and field insights