Operations Support Manager

**Palgong Tea is a drink and dessert company specializing in bubble tea currently operating in the GTA and Montreal. We pride ourselves on offering the highest quality beverages and desserts without the high price points often associated with bubble tea in Canada.**

**Starting in 2019 with 2 locations, we have since grown to 11 locations across Canada including 2 locations at the Toronto Zoo. Palgong Tea is now poised to penetrate other Canadian markets and is looking to expand our team to meet the demands of expansion.**

**We are seeking to hire an Operations Support staff member for our head office location. This position will be responsible for**:

- **Reporting to Operations Manager, your role is fundamental to Palgong Tea’s success and includes a variety of duties such as working with your team of specialists, Franchisees, onboarding, QSC audit planning, new store opening, and in-store training.**
- **Actively uphold the values of the company (INNOVATION - CONSISTENT QUALITY - CREATIVITY - INCLUSIVITY)**
- **Maintaining strong and positive relationships with Palgong Tea Franchisees, corporate store management, and our internal teams. You are a critical link because you work closely with every department to provide experienced knowledge and feedback so that the Palgong Tea brand is continuously improving and innovating our products and processes.**
- **Excellent ability to build a sense of INCLUSIVITY by acknowledging other people's perspectives and involving key stakeholders (internally and externally) in decisions where appropriate.**
- **Recognized for a high level of results. Performing duties with energy and enthusiasm with a focus on results.**
- **Strong team player who sees beyond working in a silo. Able to perform multiple tasks but recognize that it is impossible to do everything alone. Understanding that success is a team effort and offering to help without hesitating. Building respectful relationships with peers.**
- **Use experience, logic, and analysis to solve problems on time. Asking for help only after exhausting all available resources. Recognizing problems and the potential impact they have on the operation; focused on the solution vs. the problem.**
- **Build and maintain knowledge of food safety and best practices to Franchisees and store employees.**
- **Assist in delivering training classes tailored for Franchisees and managers to build management capabilities within the system.**
- **Improve the guest experience delivered in stores by supporting initiatives such as Guest Experience Program, external service training for store managers, and utilizing mystery shoppers.**
- **Hands-on support during new store openings in conjunction with the Ops team.**
- **Deliver in-store training for both new hires and upskilling existing stores.**
- **Improve store operations and provide happy moments with our guests by ensuring (CONSISTENT) QUALITY, Service, Cleanliness (QSC) standards are meticulously met.**
- **Conduct QSC store audits and take mutual ownership of QSC remedial action plans, liaising with the Ops team and the Franchise Partners (FPs) or store manager.**
- **Manage relationship with external QSC store audit provider, take mutual ownership of QSC remedial action plans, liaising with Ops team and the Franchisees or store manager.**
- **Demonstrate respect for the cost of resources and minimize waste. Build efficiencies into work habits to minimize costs, following key policies, practices, and procedures.**
- **Complete office administration duties such as expense reports and travel logs.**
- **Handle company logistics such as weekly stock deliveries using a company vehice.**

**Job Types**: Full-time, Permanent

**Salary**: $36,000.00-$40,000.00 per year

**Benefits**:

- Discounted or free food
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Day shift

Licence/Certification:

- Class G Licence (required)