Chaayos - Senior Manager - Operations Strategy

About the Role:

We are looking for a Senior Manager - Operations Strategy to work closely with the Founder's Office and drive strategic transformation across café operations, KWP, HQ, and digital channels.

This role will focus on identifying gaps in existing processes and systems, designing scalable solutions, and working cross-functionally to implement changes that improve customer experience (CX), operational efficiency, and consistency.

The ideal candidate should be comfortable working on ambiguous, high-impact problems, diving deep into operations, using data and structured thinking to identify opportunities, and taking solutions from problem identification to implementation and scale.

Key Responsibilities:

• Review existing café, KWP, HQ, and digital processes to identify inefficiencies, bottlenecks, and opportunities for improvement.
• Understand the current state of operational and customer experience processes and define the desired future state.
• Build structured roadmaps to move processes from the current state to the desired state.
• Identify key levers that can improve core customer experience and operational metrics across the business.
• Design scalable processes, workflows, tools, and escalation mechanisms to improve consistency and efficiency.
• Identify opportunities where technology and systems can replace manual interventions and improve operational outcomes.
• Partner with Tech and Product teams to improve CX-related tools, platforms, and workflows.
• Lead cross-functional projects from problem definition and solution design through UAT, implementation, and scale-up.
• Work closely with Operations, Product, Tech, Training, Quality, and other relevant teams to ensure successful implementation.
• Define clear input and output metrics for new processes and systems and track their impact.
• Build mechanisms that balance standardization with flexibility for real-world operational exceptions and escalations.
• Continuously evaluate implemented solutions and identify opportunities for further improvement.