[HCM] Operation Manager - Food Delivery Channel

GOAL

Maintain and upgrade an amazing Pizza 4P’s delivery experience, the ultimate purpose is our guest’s happiness, enjoyment and excitement in dining with us at their homes and 4P‘s commitment of delivery time of 30 minutes for all orders.

THE SITUATION

During the COVID-19 pandemic, where dining business was suspended, Pizza 4P’s launched its delivery service, with many limitations and mistakes, but with an unwavering determination to ensure the customers are satisfied, or if mistakes were made, immediately and adequately recovered.

Right now, we have the following

• Ordering channels: dedicated website, Hotline and Facebook Messenger
• Partnership & integration with AhaMove, our delivery partner.
• Internal shipper team at restaurant and delivery hubs
• Back-office delivery management web portal
• Procedures, processes at restaurants and delivery hubs

Each and every point above needs significant improvement.

How success is measured

• Customer satisfaction: we’re currently measuring this using SMS-based surveys. This method could be improved, but ultimately customer’s WOW experience is the #1 priority. We aim for customers to be delighted when ordering for delivery from Pizza 4P’s.
• Scalability: The business model needs to be scalable, measured by key metrics such as orders growth, partner retention, and payback period.

WHO YOU ARE

• Have built or significantly expanded (new regions, etc.)
• Delivery capacity of an F&B business with hot food, including people, system etc.
• Independent leadership, think from first principle and flexible, strong reasoning and problem solving capability (i.e. not dependent on past experience or what’s already known)
• Have experience in the region (South East Asia: Vietnam, Thailand etc.)

Key stakeholders

• Operation team: You’ll be working directly alongside Operation team, who currently operate the restaurants and also deliveries from there.
• Supporting teams (Tech, HR, Supply Chain, Finance, QA, etc.)
• Ahamove: our logistic technology partner
• Direct Manager: Operation Director
• Peers: Operation Leadership team (Area Manager, Senior Restaurant Managers)

JOIN US, LET‘S SEE WHAT WE CAN OFFER?

• 13th month bonus
• KPI Bonus
• Annual Performance Review
• Internal Discount for employees (~50%) when dining at 4P‘s stores (Pizza 4P‘s, Ippudo, About Life Coffee, etc.)
• Annual Health check support
• Join PTI Health care
• Team Building activities & Company trip