Operations Manager

**OPERATIONS MANAGER**

**Does this sound like you?**

Unframed Ice Cream is an artisanal ice cream company on mission to deliver the best ice cream experience. We’ve received accolades for the quality of our ice cream (dairy, vegan, sorbet), the designs of our stores and the quality of service. We currently operate in Cape Town and the extended area across several revenue channels.

Unframed is hiring an Operations Manager to join our leadership team as the company enters its new growth phase. This is an opportunity for someone ready to lead in a top-notch operation with high ambitions, and someone who understands the level of commitment and expectations that the position requires.

Crucially, we’re in the business of delivering happiness, so we’re looking for someone that is quick to smile, easy to laugh, not easily offended, and open to the entrepreneurial hustle of growing a business.

This position will report directly to the Founder.

**Responsibilities**

As an Operations Manager at Unframed, you will play a pivotal role in overseeing the front-of-house operations and logistics/delivery functions that sits in between our Sales and Production department.

We are currently operating one single store on Kloof street until our second location at the new Time Out Market at the V&A Waterfront opens at the end of this year. You would be overseeing those two locations and future ones as part of our expansion plan.

This position requires a strong operational mindset, exceptional leadership skills, the ability to ensure the seamless functioning of our stores, and efficient product delivery across all verticals of the company. You will report directly to the Founder.

Front-of-House Management:

- Oversee and ensure the smooth operations of all Unframed stores.
- Manage Junior Store Managers and front-of-house (FOH) staff, providing guidance, coaching, and support.
- Ensure adherence to Standard Operating Procedures (SOPs) in all stores to maintain consistency and quality.
- Monitor and optimize store performance, including sales, customer satisfaction, and employee productivity.
- Manage execution of events.
- Manage onboarding and training of partner store operations.
- Uphold the integrity of the Unframed brand and product through consistent execution and brand representation.
- Work with the founding team and production team to improve processes and operations.

Logistics/Delivery Management:

- Take charge of the logistics and delivery operations across all verticals of the company, including store resupply and distribution to wholesale clients.
- Develop and implement effective logistics strategies to ensure timely and efficient product delivery.
- Coordinate with internal teams, suppliers, and external partners to streamline supply chain processes and minimize delays.
- Monitor inventory levels, track product movement, and implement inventory management best practices.
- Continuously evaluate and optimize delivery routes and methods to enhance efficiency and reduce costs.

Team Leadership:

- Build and lead a high-performing team of FOH staff and Junior Store Managers.
- Provide guidance, training, and ongoing performance feedback to enhance individual and team effectiveness.
- FOH team and logistics team scheduling.
- Foster a positive and collaborative work environment, promoting employee engagement and professional growth.
- Set clear goals and expectations for the team and track progress against targets.

Cross-functional Collaboration:

- Collaborate with other departments, including production, sales, to ensure seamless coordination and alignment of operations.
- Work closely with the Sales & Marketing team to support promotional activities and product launches.
- Communicate and coordinate effectively with internal stakeholders to meet business objectives.

**What does your typical week look like?**
- Regular presence at the stores, stock management, quality/performance control, hiring, training, team scheduling, team management.
- Time on shift at the stores from time to time.
- Regular visits to partner stores.
- Admin: planning, team communication, client communication, ordering, reporting.
- 5-day week / 6-day alternating on average.
- Troubleshooting and emergency response (always on when off)
- Proven experience in operational management, preferably in the food and beverage industry or retail sector.
- Strong leadership skills with the ability to inspire and motivate teams.
- Excellent organizational and multitasking abilities, with a keen eye for detail.
- Demonstrated experience in managing front-of-house operations.
- Solid understanding of inventory management, supply chain processes, and distribution logistics.
- Excellent communication and interpersonal skills to collaborate with diverse stakeholders.
- Proficient in using technology and software for operations management, inventory control, and reporting.
- High integrity and unparalleled work ethic.
- Exceptional problem-solvi