director of central operations

london 📍 | hybrid 3 days a week | competitive salary + 30% bonus + car allowance |

at wagamama, food is life 🥢 and we’re here to make every bite count. With over 165 restaurants across the UK (and growing fast) we’ve been dishing up vibrant, fresh asian inspired flavours since ‘92. It’s all about good food, good vibes, and good company 🍜🔥

Were looking for a director of central operations to join us on our journey 🌱 Ready to dive in and stir things up?

what we need |

an experienced central operations leader who is passionate about people, delivering the best service to our guests and colleagues, driving change improvements and delivering performance through setting high standards

you will be focused and accountable for internal communication, labour productivity, guest services, delivery operations and operational project support

we are looking for someone to challenge and govern labour productivity, scheduling, compliance and rota management for our restaurants

you will optimise performance through sales forecasting accuracy, compliance scheduling and cost management, ensuring our targets are achieved

what you’ll do |

• effectively support our restaurants through accurate planning, forecasting and resource management
• oversee communications, support and work with the wider team to ensure smooth running of internal communications which is consistent and aligns with the wider strategic goals
• constantly identify process improvements and implement new initiatives to the team, ultimately aiming to reduce costs, met SLA’s and drive workforce flexibility
• manage and accurately report work in progress (WIP) to the senior leadership team to ensure the business has an accurate forecast of works to be completed for each period
• drive operational excellence and continuous improvement of processes and performance management within and across teams
• regular review of guest issue resolution to ensure timely and quality handling, to drive improved guest satisfaction and reduce escalated complaints due to poor service
• have a strong guest comes first focus by being someone who can strongly portray the voice of the guest in terms of areas to improve their experience

what you’ll need |

• minimum of 3 to 5 years field and central operational experience in retail/ hospitality or similar
• proven track record of establishing and leading a culture of continuous improvement
• worked at a senior level in a guest centric environment and influencing guest service strategy
• a natural ability in understanding the guest perspective and a drive to put the guest first.
• adept and comfortable with driving change, project management and changing business goals
• experience working to and exceeding guest satisfaction improvement levels as well as cost reduction in line with targets and business KPIs
• strong guest complaints management understanding and experience
• resource management and labour productivity experience using and working with workforce management systems/tools (Fourth would be ideal)

who you’ll be working with |

• Executive Director - Operations
• People + Culture Director
• Director of Change
• Marketing Director

what’s in it for you |

• competitive salary + 30% bonus potential + car allowance
• flexible hybrid working (with option to work + eat from one of our restaurants!)
• modern offices + culture to be proud of
• £200 monthly wagamama food allowance — enjoy all your favourite dishes on us!
• private healthcare
• 3% pension contribution
• 25 days holiday plus bank holidays — plenty of time to relax and recharge
• + further discounts across retail, hospitality & leisure — perks that make life sweeter
• Supporting you every step of the way! family-friendly pay: 26 weeks full pay + 13 weeks half pay for expectant or adopting parents

nothing brings people together like great food. no matter where you’re from or who you are, you’ve got a seat at our table | because food is the ultimate connector, and here everyone belongs