[Hiring] Head of Operations @Expert VA

Role Description

This is a remote position.

Ready for your next step up from multi-location operations? If you've run several restaurant branches, fixed the same problems again and again, and thought "there has to be a better system for this," this role is for you.

We're looking for a hands-on operator to take charge of a growing multi-location food-service business and make it more visible, better managed and more profitable. You'll also help build a new, tech-enabled service business on top of what works there. You'll report directly to the CEO and hold delegated COO-level operating responsibility. This isn't a back-office role or an advisory one.

You'll take problems all the way through:

• Problem
• Plan
• Owner
• Execution
• Measurable Result

Why This Role Is Different:

• Real executive scope: You'll work directly with the CEO and lead Area Managers, Branch Managers and shift leaders.
• A clear growth path: The role is set up to grow toward a COO-level position as you prove results and the business scales.
• Build something new: You won't only run operations. You'll help turn proven solutions into services, partnerships and new revenue lines.
• Modern tools: You'll use AI, dashboards and automation every day to make work simpler for managers and teams.
• Fully remote, with the authority to drive real change.

What You'll Do:

• Lead Multi-Location Operations
  • Oversee and improve performance across all branches through the management team.
  • Make service, delivery, staffing and branch performance visible at a glance.
  • Set clear roles, standards, decision rights and escalation paths.
  • Put in place daily and weekly management routines, audits and follow-up rhythms.
  • Hold managers accountable and coach them to own their areas fully.
  • Reduce how often issues have to go up to senior leadership.
• Grow Sales and Profitability
  • Own the online customer journey: discovery, ordering, delivery, issue recovery and repeat purchase.
  • Improve conversion, average order value, order frequency and customer retention.
  • Shape pricing, promos, bundles and offers that grow sales without hurting margins.
  • Track revenue, costs, margins and unit economics, and find leakage and waste.
  • Prepare budgets, forecasts and performance plans.
• Build and Scale the Service Business
  • Turn business opportunities into practical operating plans and pilots.
  • Launch and grow new service lines, partnerships and institutional accounts.
  • Build networks of merchants, delivery and courier partners, and service providers.
  • Identify internal solutions that could become repeatable, sellable services.
  • Hire, onboard and develop team members as the business grows.
• Put Systems, AI and Automation to Work
  • You don't need to be a programmer. You do need to be comfortable using technology to solve business problems.
  • Use AI tools for analysis, planning, reporting and documentation.
  • Design workflows, dashboards and management panels with the tech team.
  • Find manual processes that can be simplified or automated.
  • Turn business problems into clear requirements and acceptance criteria for developers.
  • Test whether new systems actually solve the problem they were built for.

Qualifications

• 7+ years in operations or business management, with proven experience leading multiple restaurant or food-service locations (for example as Area Manager, Operations Manager, Head of Operations or multi-unit GM).
• Experience managing managers and holding them accountable.
• A track record of improving processes, service and profitability.
• Solid grasp of P&L, budgets, food and labor costs, and margins.
• Comfort with data, dashboards, Excel or Google Sheets, and digital tools.
• Strong communication skills, including with executives.
• High ownership and willingness to get hands-on when needed.

Requirements

• Experience launching, scaling or turning around a branch, brand, service or business unit.
• Experience growing delivery operations or online sales (GrabFood, foodpanda, own website or app).
• Business development, partnerships or sales exposure.
• Practical experience with AI, automation or digital transformation.
• Consulting, implementation or operational turnaround experience.

Benefits

• HMO / Health Insurance
• Paid Time Off (PTO)
• Additional Leave
• Work from Anywhere / Work from Home
• Performance-Based Pay Raises