Operations Manager at Resource Haven

Role Summary

• We are seeking a highly driven, hands-on Manager to oversee the day-to-day running and growth of our cake and grills business.
• This role requires someone who can manage people, systems, quality, customer experience, and revenue growth while thinking strategically about how to expand the business.
• The ideal candidate is both operationally strong and commercially minded: someone who can run the business effi ciently today and actively build opportunities for tomorrow.

Key Responsibilities
Operations & Staff Management:

• Oversee daily operations across both business arms (cakes and grills).
• Manage all staff , including supervisors, kitchen staff , service staff , and support roles.
• Recruit, train, schedule, and evaluate staff performance.
• Ensure all supervisors are properly monitored, supported, and held accountable.
• Create and enforce SOPs for operations, hygiene, food safety, and service delivery.
• Ensure compliance with health, safety, and operational standards at all times.

Customer Service & Experience:

• Take full ownership of customer experience—from ordering to delivery or service.
• Handle customer complaints, feedback, and resolutions professionally and promptly.
• Ensure consistent service quality across all touchpoints (in-store, delivery, online).
• Implement systems to improve repeat customers and customer loyalty.

Quality Control:

• Maintain strict quality control standards for:
  • Product taste, consistency, and presentation
  • Packaging quality and branding
  • Portion control and value for money
• Regularly inspect products and packaging to ensure consistency and excellence.
• Work closely with kitchen teams to improve recipes, processes, and output quality.

Marketing & Brand Growth:

• Plan and execute digital marketing initiatives (Instagram, WhatsApp, promotions, online campaigns).
• Coordinate content ideas, promotions, and seasonal campaigns.
• Identify and implement offl ine marketing strategies (partnerships, events, corporate orders, activations).
• Track marketing performance and adjust strategies to increase sales and visibility.

Business Development & Revenue Growth:

• Identify new revenue streams (corporate orders, events, bulk orders, collaborations, pop-ups, delivery platforms, etc.).
• Develop and manage partnerships with individuals, brands, and organizations.
• Proactively seek opportunities to increase daily, weekly, and monthly sales.
• Support pricing strategies, promotions, and upselling initiatives.
• Monitor sales performance and suggest improvements to drive growth.

Financial & Performance Oversight:

• Track daily sales, expenses, wastage, and profi tability.
• Work with the founder to manage budgets and control costs.
• Prepare basic performance reports and operational updates.
• Ensure inventory is properly managed to reduce waste and losses.

Qualifications & Experience

• Proven experience managing food, hospitality, bakery, restaurant, or grills businesses.
• Strong leadership and people-management skills.
• Experience in customer service management and quality control.
• Understanding of digital marketing and sales-driven promotions.
• Business development or sales experience is a strong advantage.
• Highly organized, proactive, and solution-oriented.
• Comfortable working in a fast-paced, hands-on environment.

Key Skills & Traits:

• Strong leadership and accountability mindset
• Excellent communication and problem-solving skills
• Detail-oriented with high standards for quality
• Commercially aware and revenue-focused
• Ability to multitask and manage pressure
• Entrepreneurial mindset—thinks like an owner, not just an employee.

What Success Looks Like in This Role:

• Smooth daily operations with minimal issues
• Motivated, well-managed staff and supervisors
• Consistent product quality and excellent packaging
• Strong customer satisfaction and repeat business
• Increased sales, new revenue streams, and business growth.