[HCM/ Hanoi] Operation Director

I. ABOUT 4P’s CORPORATION
4P’s, headquartered in Ho Chi Minh City, Vietnam, operates 40 worldwide restaurants. Our main restaurant, Pizza 4P’s, has 35 stores in Vietnam and manages global franchises like IPPUDO and ABOUT LIFE COFFEE BREWERS. Our core products are food and beverages, specifically pizza, with key differentiators of "House-made cheeses", "Earth-to-people" and "Omotenashi" hospitality.

Pizza 4P’s is an innovative Vietnam-based Japanese Italian pizza restaurant that started in Vietnam with a simple yet powerful mission: “Delivering Wow, Sharing Happiness”. We are known for crafting artisanal pizzas, homemade cheese, and unique East-meets-West flavors while embracing sustainability and community impact at the heart of everything we do. Today, we operate restaurants across Vietnam, Cambodia, Japan, India and Indonesia, and continue to grow with a vision of bringing people together through memorable dining experiences.

II. ROLE PURPOSE
The Operations Director oversees and manages all dine-in restaurant operations for 4P’s Vietnam
This role requires strong leadership, strategic planning, and operational expertise to ensure excellence in guest service, product quality, and operational efficiency across all stores.
Reporting to the Country Director Vietnam & Cambodia, this position leads the Operations Leadership Team and collaborates with functional heads to deliver sustainable business growth and a world-class dining experience that reflects 4P’s values and standards.

III. KEY ACCOUNTABILITIES
1. Operational Management

• Develop and implement operational strategies to optimize efficiency and enhance guest experience.
• Ensure compliance with company standards, procedures, and service excellence across all restaurants.
• Monitor and analyze key performance metrics; identify areas for improvement and execute corrective actions.

2. Team Leadership & Development

• Embody 4P’s vision, mission, and values, inspiring others to live them daily.
• Lead, mentor, and develop Operations Managers, Area Managers, and senior restaurant leaders.
• Build a positive, inclusive work culture emphasizing teamwork, collaboration, and engagement.
• Drive national-level quality excellence through specialized projects and initiatives.

3. Quality Assurance

• Ensure compliance with quality standards and food safety regulations.
• Conduct store audits to uphold excellence in product and service quality.
• Address customer feedback promptly, using insights to continuously improve satisfaction.

4. Financial Management

• Develop and manage annual budgets for restaurant operations across Vietnam & Cambodia.
• Monitor expenses, revenue, and profitability metrics; take proactive measures to achieve financial goals.
• Recommend and implement pricing or cost-optimization strategies to drive growth.

5. Market Expansion & Growth

• Partner with cross-functional teams to plan and execute new restaurant openings.
• Conduct market research to identify new opportunities for business expansion.
• Stay informed on industry trends, competition, and customer preferences to shape business decisions.

IV. SUCCESS METRICS & KPIs

• Guest Satisfaction: No Unhappy Guest
• Operational Compliance: 100% adherence to quality & safety standards
• Financial Performance: ≥95% budget achievement
• Employee Engagement: ≥85% satisfaction (annual survey)
• Store Performance: ≥90% of stores meeting operational KPIs

V. CORE COMPETENCIES

• Strategic & Operational Leadership
• Business Acumen & Financial Management
• Quality Assurance & Continuous Improvement
• People Development & Team Building
• Guest-Centric Mindset & Omotenashi Spirit
• Cross-Functional Collaboration
• Decision-Making & Problem-Solving

VI. TOOLS, ENVIRONMENT & WORKING CONDITIONS
Work Environment: Multi-location field-based leadership role (Vietnam & Cambodia)
Tools: Restaurant Management Systems, POS analytics, Excel/BI dashboards, and internal reporting platforms
Working Conditions: Frequent travel required; flexible hours based on operational demands

VII. REQUIRED QUALIFICATIONS

• Education: Bachelor’s degree in Business Administration, Hospitality Management, or related field; MBA or equivalent advanced certification preferred
• Language Proficiency: English (Fluent); Vietnamese (Fluent or Native)

VIII. REQUIRED EXPERIENCE

• Minimum 10 years of experience in the F&B or hospitality industry, with at least 5 years in multi-unit leadership roles.
• Proven track record in operations management, business development, and people leadership.
• Experience managing multi-country operations or market expansion preferred.
• Strong understanding of P&L management, service quality, and guest experience optimization.

IX. CAREER PROGRESSION

• Feeder Roles: Operations Manager, Senior Area Manager, Head of Operations
• Next Roles: Country Director, Regional Operations Director
• Mobility: Opportunities for regional leadership roles within 4P’s Corporation (APAC)

X. COUNTRY & ROLE-SPECIFIC REQUIREMENTS

• Onboarding & training will be conducted at a designated store in Ho Chi Minh City or Hanoi.
• Standard workload: 200 hours/month (8 hours/day; 1 day off per week), with flexibility per operational needs.
• Must comply with all local food safety, hygiene, and labor regulations.
• Frequent travel between Vietnam and Cambodia is required.

This Job Profile serves as a reference framework. Actual scope, deliverables, and performance measures may be adjusted based on business priorities and market conditions.