NAMO is growing, and we’re looking for an experienced Operations Manager to help ensure our stores, teams and standards grow with us.
Your role is to lead and develop Store Managers, maintain consistently high standards and drive improvements in labour, waste, customer experience and profitability through simple, practical ways of working.
This is a senior, hands-on role for someone who knows what great operations look like and isn’t afraid to get stuck in. You’ll lead the operational and commercial performance of our restaurants, working closely with Store Managers to help them run brilliant stores, deliver consistently for our customers and build strong, high-performing teams.
You’ll keep an eye on the bigger picture too; spotting what’s working, what isn’t and where we can make things simpler, better and more efficient. As NAMO grows, you’ll play a key role in strengthening our managers, improving performance and building the ways of working we need to scale successfully.
A key measure of success will be confident, accountable Store Managers and a reduced need for the Managing Director to become involved in day-to-day operational matters.
This is a flexible role, with 1 day per week based in our Kilkenny office and 4 days remote. We’re a multi-site business, so you’ll spend plenty of time across our NAMO locations, working alongside managers and teams and understanding what is really happening on the ground. A company car will be provided, and regular travel between NAMO locations is a key part of the role.
What you’ll own
Operational Leadership
- Lead operational performance across all NAMO restaurants.
- Translate NAMO’s business priorities into clear operational plans.
- Visit stores regularly and maintain a strong presence on the floor.
- Ensure high and consistent standards in food quality, cleanliness, service and customer experience.
- Identify operational issues, risks and recurring performance gaps.
- Work with Store Managers to put practical solutions in place and ensure improvements are sustained.
- Create clear operating routines and accountability across every location.
- Identify opportunities to simplify processes and make stores easier and more efficient to run.
- Lead the operational delivery of new store openings and other key projects.
- Help build an operating model that can support NAMO’s continued growth.
Store Manager Leadership
- Lead, coach and develop Store Managers and Assistant Managers.
- Set clear expectations and hold managers accountable for their stores.
- Establish consistent one-to-ones, store reviews and performance conversations.
- Support managers with structure, routines and practical problem-solving.
- Coach managers to take ownership rather than escalating routine issues.
- Identify management capability gaps and agree appropriate development plans.
- Address management underperformance promptly, directly and fairly.
- Identify and develop potential future Store Managers.
- Build a strong, positive and accountable management culture.
- Ensure good communication and shared learning across all locations.
Commercial and KPI Ownership
- Take ownership of operational performance and profitability across all restaurants.
- Monitor sales, labour percentage, food cost, waste and store contribution.
- Lead weekly KPI reviews with Store Managers.
- Use data to identify trends, diagnose issues and guide decisions.
- Ensure Store Managers understand the commercial drivers of their stores.
- Support effective labour planning, scheduling and use of resources.
- Improve profitability through stronger planning, execution and operational discipline.
- Turn performance information into clear actions and follow through on delivery.
- Provide the Managing Director with clear reporting on results, risks and priorities.
- Balance commercial performance with food quality, customer experience and sustainable team performance.
Systems and Process Ownership
- Own and continually improve NAMO’s operational standards and ways of working.
- Ensure store reporting is accurate and Square POS is used consistently.
- Maintain and improve the Product Build Handbook and operational procedures.
- Ensure Kitchtech is used effectively to support food safety compliance.
- Develop simple processes that are understood and consistently followed.
- Ensure agreed actions are clearly assigned, tracked and completed.
- Identify opportunities to use systems and data more effectively.
- Ensure operational processes remain practical and scalable as NAMO grows.
People and Culture
Store Managers are responsible for managing their teams. The Operations Manager is responsible for making sure they do this effectively and consistently.
- Hold Store Managers accountable for leading and managing their teams.
- Identify workforce and recruitment requirements across the restaurants.
- Work closely with the People & Talent Manager on recruitment, onboarding, probation, performance and employee matters.
- Participate in the recruitment and selection of Store Managers and key operational appointments.
- Ensure managers address attendance, conduct and performance issues early.
- Reinforce NAMO’s expected standards and behaviours across all locations.
- Support succession planning and identify employees with the potential to progress.
- Help build positive, engaged and high-performing teams.
Compliance and Food Safety
- Ensure all restaurants meet HACCP, food safety and health and safety standards.
- Lead store audits and ensure identified gaps are addressed.
- Ensure Store Managers understand and fulfil their compliance responsibilities.
- Maintain clear ownership and follow-up of compliance actions.
- Protect NAMO’s customers, employees, brand and reputation.
- Escalate significant legal, safety, financial or reputational risks promptly.
What we’re looking for
You don’t need to have worked in a burrito business before, but you do need to understand fast-paced, multi-site operations and know how to get the best from managers and teams.
You’ll need to bring
- Previous experience working as an Operations Manager in a multi-site business.
- Strong operations experience within the hospitality or food service.
- Experience leading, coaching and developing Store Managers or similar operational leaders.
- A strong commercial mindset and confidence working with labour, food cost, waste, sales and profitability.
- A track record of improving performance and maintaining consistent standards across multiple locations.
- Experience supporting business growth, new store openings or operational change.
- The confidence to challenge when standards or performance aren’t where they need to be.
- A practical, hands-on approach; you’re comfortable being in stores and close to the action.
- Strong problem-solving skills and the ability to turn information into practical action.
- The ability to introduce structure and consistency without overcomplicating things.
- Clear, direct communication skills and the ability to build relationships at every level.
- The judgement to know when to step in, when to coach and when to allow managers to lead.
- A full, clean driving licence and the flexibility to travel regularly between NAMO locations.
Desirable
- Experience within a quick-service restaurant (QSR) environment.
What success looks like
You don’t need to have worked in a burrito business before, but you do need to understand fast-paced, multi-site operations and know how to get the best from managers and teams.
- Customers receive consistently great food and friendly, efficient service.
- Our customers are happy, return regularly and recommend NAMO to others.
- Crew members feel supported, engaged and proud to work at NAMO.
- Store Managers are confident, capable and accountable.
- NAMO restaurants run smoothly and consistently.
- Each store maintains high standards of food quality, cleanliness and presentation.
- Commercial performance is understood and actively managed.
- Labour, food cost and waste are controlled without compromising the customer or crew experience.
- Operational issues are identified and resolved quickly.
- Systems and processes are simple, consistent and scalable.
- The Managing Director is no longer pulled into routine operational issues.
- NAMO is ready for its next stage of growth.
Reports to: Managing Director
Work Location: Hybrid remote in Kilkenny, County Kilkenny
