[HCM] Delivery Hub Operation Manager

MISSION
The Delivery Hub Operation Manager is responsible for overseeing the operations and performance of multiple delivery hubs, ensuring alignment with the company‘s strategic goals. This role focuses on optimizing operations, maintaining high food quality and service standards, driving new store openings, and ensuring seamless execution of the delivery hubs model. The unique challenges of the delivery business—such as differing operational conditions, facilities, and partner capacity compared to dining—require tailored improvements and innovations rather than direct replication of dine-in operations.

Key Strategic Challenges for 2025:

• Ensuring Quality and Consistency:
• Enhance food quality: Adapt operations to overcome the constraints of smaller store sizes, limited facilities, and differing partner availability.
• Menu Efficiency Kaizen: Improve COGS (Cost of Goods Sold) by 1-2%.
• Hub Labour Model Setting: Optimize headcount and reduce COL (Cost of Labor) by 2-3%.-Enhancing integration of drivers into in-store roles (e.g., kitchen support) is a key to success.
• Building a Strong Operational & Training System: Establish comprehensive training programs to empower hub managers and teams with the skills needed for operational excellence.

Key Responsibilities

• Lead Delivery Hubs: Manage operations for  8 delivery hubs in 2025 (another three hubs at least is planned to develop), ensuring achievement of operational, financial, and customer satisfaction targets.
• Execution of Delivery Hub Model: Collaborate with the Delivery Director to optimize the delivery hubs model for scalability and efficiency.
• New Store Openings: Oversee the launch of 3-5 new delivery hubs across Vietnam, based on the company’s strategic investment plan.
• Quality Assurance and Continuous Improvement:Ensure food quality, packaging standards, and customer service are consistently delivered across all hubs.Identify and address gaps between guest expectations and operational realities, implementing improvements to enhance the overall experience.
• Team Leadership & Development: Train and develop hub managers and their teams, fostering a culture of accountability and continuous improvement.
• Cross-Department Collaboration: Work closely with the Delivery Strategy/Growth team and other departments to ensure seamless coordination in areas like marketing, logistics, and product development.

Must-Have (Hard Skills/Experience)

• Proven experience managing multi-location operations, preferably in delivery or food service industries.
• Strong P&L management experience with a track record of achieving KPIs.
• Exceptional project management skills to execute complex operational initiatives.
• Experience leading new store openings and executing expansion strategies.
• Proficiency in analyzing operational metrics and data-driven decision-making.
• Fluency in business-level English and Vietnamese.
• Demonstrated experience in team leadership and talent development.

Must-Have (Soft Skills/Character/Mindset)

• Strong leadership, accountability, and problem-solving skills.
• Passion for operational excellence and achieving results.
• Adaptability to dynamic work environments and changing business needs.
• Collaborative mindset with the ability to engage effectively with senior leadership and cross-functional teams.

Want-to-Have (Hard Skills/Experience)

• Experience scaling delivery operations in startups or fast-paced environments.
• Background in tech or marketing, or experience collaborating with tech teams for operational optimization.
• Previous experience in food service operations or delivery-driven businesses.

Want-to-Have (Soft Skills/Character/Mindset)

• Proactive in building and developing high-performing teams.
• Excellent interpersonal and communication skills to foster strong relationships with stakeholders.