Your Mission:

As the Operations Manager, you'll be responsible for overseeing all operational aspects of Nino's Bakery, including leading and growing an exceptional customer service department. Your mission is to build and lead a high-performing operations team, develop efficient processes, and ensure the smooth execution of our cake customization services. This role will be instrumental in ensuring the smooth and efficient running of our bakery operations, while driving growth and customer satisfaction.

Key Responsibilities:

• Strategic Leadership: Develop and implement operational plans aligned with Nino's overall growth strategy. Ensure operational processes support sustainable growth.
• Process Optimization: Streamline workflows across all departments, including the customer service team. Identify bottlenecks and implement process improvements to enhance efficiency, minimize waste, and ensure a seamless customer journey. Optimize operational systems, including customer service platforms and team development processes.
• Data-Driven Decision Making: Analyze reports, website traffic, and sales data to identify areas for improvement in efficiency, cost-effectiveness, and customer satisfaction. Translate data insights into actionable strategies to optimize operations and elevate the customer experience.
• Team Management: Recruit, train, lead, and motivate a high-performing team of operations specialists, including customer service representatives and team development professionals. Foster a collaborative and innovative work environment where team members feel empowered to contribute their ideas and expertise.Develop and implement effective team development strategies to enhance team performance and employee satisfaction.
• Quality Control: Implement and enforce rigorous quality control procedures throughout the entire production process, from sourcing ingredients to final packaging. Ensure every Nino's cake is a masterpiece that exceeds customer expectations. Develop and implement quality control standards for customer service and team development processes.
• Inventory Management: Optimize stock levels across all departments to ensure timely order fulfillment while minimizing waste and maintaining freshness. Utilize data analytics to forecast demand and prevent stockouts. Implement inventory management strategies for customer service and team development resources.
• Beyond the Bakery:
  • Compliance & Safety: Ensure adherence to all relevant regulations and safety standards, developing and implementing protocols for food safety, hygiene, and workplace safety.
  • Technology Integration: Research and recommend new operational technologies to further enhance efficiency and streamline processes, especially in customer service. Stay up-to-date on industry trends and identify opportunities to leverage technology for competitive advantage.
  • Cross-Functional Collaboration: Collaborate effectively with all departments, fostering open communication and seamless cross-functional teamwork. Lead meetings, delegate tasks effectively, and provide clear direction to ensure everyone is working towards shared goals.
• Problem-Solving Virtuoso:
  • Proactively identify and solve operational challenges, including those related to customer satisfaction. Ensure smooth and uninterrupted cake production and delivery. Develop contingency plans to address potential disruptions and minimize their impact. Analyze root causes of problems to prevent them from recurring.
• E-commerce Operations:
  • Oversee the entire online store lifecycle, from product listing and inventory control to order fulfillment and customer service. Ensure a smooth and user-friendly online experience for customers.
  • Collaborate with the marketing team to develop and oversee e-commerce campaigns and promotions.
  • Work closely with production and logistics teams to ensure on-time order fulfillment and high-quality product delivery.
  • Maintain accurate and up-to-date records and documentation for all operational processes.