OPERATIONS & BUSINESS PERFORMANCE MANAGER
Confidential employer
Victoria Island, Lagos, NG · On-site · Full-time
From NGN 1,000,000 per month
About the role
Working Days: Monday – Saturday Working Hours: 8:00 AM – 6:00 PM (1 weekday designated as the weekly off day) IMPORTANT: INDUSTRY EXPERIENCE We are specifically looking for candidates who have worked with high-end bakeries, patisseries, gourmet culinary brands, premium cake companies, or luxury hospitality businesses with a similar level of quality, service, and clientele. KEY RESPONSIBILITIES * Lead quality assurance and quality control across production and operations. * Ensure products consistently meet established quality, food safety, and presentation standards. * Oversee customer service operations and manage escalated complaints through to resolution. * Develop and implement staff onboarding, training, and competency programmes. * Develop, implement, and maintain operational SOPs and processes. * Monitor operational performance and drive continuous process improvement. * Oversee administration, HR documentation, and regulatory compliance. * Track customer satisfaction, quality, training, and operational performance metrics. * Lead and coordinate customer service, training, and administrative teams. * Ensure premium clients receive professional, discreet, and exceptional service. REQUIREMENTS * Bachelor's degree in Business Administration, Operations, Hospitality, or a related field. * Minimum of 8 years of relevant professional experience in operations, preferably within a premium bakery, patisserie, gourmet culinary, hospitality, retail, food service, or similar environment. * Strong preference for candidates with experience from high-end bakeries, patisseries, custom cake studios, gourmet culinary brands, premium restaurants, or luxury hospitality businesses. * Proven experience managing teams and multiple operational functions. * Strong knowledge of QA/QC, SOP implementation, customer service, and operational processes. * Experience with food safety/HACCP and regulatory compliance is an advantage.
Requirements
- 8 years minimum experience
- Bachelors or higher
- Project planning
- Stakeholder communication
- Budgeting
- Risk management
- Team coordination
- Degree
- NYSC
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