Senior Manager, Off-Premise & Digital Operations

sweetgreen • Los Angeles, CA

10h • Onsite

About The Position

We're looking for a strategic and operationally-minded Senior Manager, Off-Premise & Digital Operations to serve as a key owner for Sweetgreen's off-premise channel performance. This role spans our full off-premise portfolio (marketplace, catering, outpost, and native delivery) and sits inside our Operations Services function, the team that bridges restaurant operations and technology. The ideal candidate is equally comfortable reading a channel P&L and building the capacity routing framework that determines which stores can absorb more off-premise volume and which ones can't. This role is a seat at the table where operational constraints and commercial decisions intersect, and we need someone who can hold that intersection with data, clarity, and credibility. You'll serve as the senior strategic layer above our existing delivery operations and logistics functions, and as the primary cross-functional connector to Marketing, Technology, Finance, and Restaurant Operations. This is a high-visibility role with real decision-making authority across some of the fastest-moving parts of our business. This role is based in our Los Angeles Support Center.

Requirements

• 7+ years of experience in operations, strategy, channel management, or a related field
• Strong analytical foundation with a modern toolkit: you know how to build from first principles, and you're comfortable using AI to work faster and more effectively
• Strong project management skills with the ability to drive cross-functional initiatives across Marketing, Technology, Finance, and Field Operations
• Clear, confident communicator who can translate operational constraints into commercial framing and advocate effectively without direct org chart authority
• The ability to read store-level performance data (on-time rates, peak volume intervals, capacity configuration, format type) and translate it into routing decisions that hold up under scrutiny
• Digital channel P&L fluency: understanding net economics after marketplace fees, discounts, co-funding, and fulfillment costs across multiple channel types
• The cross-functional influence to push back on a campaign timeline or make the case for a system change without the org chart leverage to force either
• A mechanical understanding of how platform ranking algorithms work and which operational inputs move the needle on visibility and order rate
• Enough technical fluency to translate operational problems into system requirements, pressure-test proposed solutions, and engage engineering and product partners as a real counterpart
• Structured decision-making under ambiguity: knowing when to move with imperfect information and when to wait, and communicating that reasoning in a way that builds trust
• Intellectual curiosity and the ability to build frameworks in new problem spaces, especially where the playbook doesn't exist yet

Nice To Haves

• Experience in a high-growth consumer, tech, or startup environment where you owned a performance metric end-to-end is strongly preferred
• Familiarity with how marketplace or platform businesses work, including ranking mechanics, algorithm-driven demand, and the operational levers that affect visibility and conversion, is strongly preferred
• Direct experience with DoorDash, Uber Eats, EzCater, or similar platforms from the brand or operator side is a major plus, but not a requirement

Responsibilities

• Build and own the store-level routing model for all off-premise volume, including the fleet-wide capacity zone framework (green / yellow / red) that drives store activation decisions, digital configurations like order capacity settings, and commercial decisions like promotional eligibility and co-marketing investment.
• Use the zone framework to make real-time and forward-looking decisions: which stores are activated for which channels, how volume is redirected away from constrained locations, and how different store formats are held to different performance thresholds.
• Serve as the primary off-premise strategy partner to our field operations leadership, aligning on market-level activation decisions, surfacing capacity constraints before they become problems, and translating fleet-wide routing logic into decisions that make sense at the market level.
• Own the operational side of the relationships with DoorDash, Uber Eats, EzCater, and others, including contract execution support, co-marketing investment input, operational SLAs, and platform uptime.
• Drive algorithm optimization across platforms: prioritize prep time, order accuracy, capacity configuration, on-time performance, and other operational levers in partnership with platform reps and our Technology & Marketing teams.
• Understand how each platform's ranking mechanics translate to real order volume for Sweetgreen and sequence improvement efforts accordingly.
• Ensure campaigns and promotional mechanics are matched to real store capacity before they go live. When they're not, you're the person who says so and owns the fix.
• Serve as the operational owner of the native delivery, outpost and catering channels, representing the needs of restaurant operators in how these channels are designed, configured, and scaled.
• Own delivery fulfillment end-to-end: partner selection, SLA management, order accuracy, on-time performance, and cost per delivery.
• Lead the technology roadmap for these channels, including evaluating and selecting platforms (order management systems, routing tools, tracking capabilities, fulfillment integrations) that improve fleet-wide operational performance.
• Own the off-premise performance reporting layer for field and executive audiences, covering channel-level P&L, on-time metrics, capacity utilization, and fulfillment performance.
• Partner with our Data and Platform teams to evolve existing reporting infrastructure, identifying gaps, noisy signals, and where cleaner measurement would change how decisions get made.
• Act as the product manager for off-premise operational tooling: write business requirements for engineering teams and vendors, prioritize based on operational impact, and own the feedback loop between field needs and technical delivery.

Benefits

• Equal opportunities for all employees and applicants, without regard to sex or gender, gender identity, gender expression, age, race (including traits historically associated with race, such as hair texture and protective hairstyles), religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service in the uniformed services of the United States, or any other consideration protected by federal, state, or local law.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed