Senior Operations Implementation Manager

Saxbys•Philadelphia, PA

5d•Hybrid

About The Position

Saxbys is more than a cafe company — it's an Experiential Learning Platform. Every Saxbys cafe is 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.

Requirements

Support, exhibit, and promote Saxbys' Mission and Core Values
Ability to travel up to 25% of the time
Valid driver's license
Experience in foodservice or hospitality operations
Experience developing SOPs and training programs
Experience with automations that save time
Comfortable in a spreadsheet, a workflow builder, and a kickoff meeting
Ability to translate operational realities into scalable systems
Strong leadership and communication skills

Nice To Haves

Experience with AI tools and integrations

Responsibilities

Own and maintain cafe SOPs and operational systems, serving as the Operations Team's voice by gathering feedback, identifying gaps, and driving continuous improvement.
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.
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.
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.
Ensure accurate, consistent POS implementation across all cafes in partnership with Marketing, Product, IT, and Operations.