Job Description
Job Description
The Senior Manager, Ops Services plays a critical role in enabling our cafés, bakeries, and support teams to run great operations through reliable systems, thoughtful processes, and well-executed deployments. Acting as both a people leader and hands-on program manager, this role helps translate strategy into day-to-day operational excellence. The Senior Manager leads a portion of the Ops Services team, serving as a subject matter expert across Tatte’s core systems while also driving cross-functional initiatives that improve how work gets done. This leader brings a balance of operational rigor and service mindset, protecting the field from unnecessary friction while ensuring new initiatives land with clarity, care, and impact. The role partners with Operations, L&D, Culinary, Bakery, Visual, IT, People, Finance teams to ensure solutions are practical, scalable, & aligned with Tatte’s culture.
KEY RESPONSIBILITIES
1. Lead Ops Services Delivery & Support
- Ensure reliable day-to-day support of core operational systems/tools across cafés, bakeries, & support teams.
- Oversee maintenance and updates including (but not limited to) menus, product specifications, labor algorithms, inventory tools and HRIS workflows.
- Act as an escalation point for complex issues, partnering with vendors and internal teams to drive resolution.
2. Drive Project & Program Execution
- Lead cross-functional projects from scoping through deployment and post-launch review.
- Clearly define project objectives, scope, timelines, risks, and success measures.
- Proactively remove roadblocks, manage dependencies, and ensure projects deliver intended outcomes.
- Conduct post-mortems to capture learnings and continuously improve delivery practices.
3. Manage Deployment & Change Readiness
- Partner with Deployment and Ops leaders to manage the deployment calendar, sequencing initiatives to minimize operational friction.
- Assess readiness across people, process, and systems after launch.
- Support clear communication, training alignment, and change management for all rollouts.
4. Build & Lead a High-Performing Team
- Lead, coach, & develop Ops Services team members through regular 1:1s, feedback, & development planning.
- Set clear priorities, expectations, and accountability across workstreams.
- Foster a culture of ownership, continuous improvement, and service to the field.
5. Innovation & Continuous Improvement
- Identify operational pain points and design solutions that simplify work for café and bakery teams.
- Drive continuous improvement of existing systems and evaluate opportunities for new tools and technologies.
- Develop and maintain documentation, standards, and best practices that support scalability.
6. Culture & Collaboration
- Serve as a culture ambassador, modeling Tatte’s values of craft, warmth, and integrity.
- Build strong working relationships with field leadership, support teams, vendors, and partners.
- Navigate conflict thoughtfully, balancing competing priorities while keeping the guest and team member at the center of decisions.
QUALIFICATIONS
- 6–8+ years of progressive experience in operations, ops services, systems, or project management (hospitality or retail strongly preferred).
- Proven experience leading cross-functional initiatives and managing multiple priorities simultaneously.
- Demonstrated people leadership experience, including coaching and performance development.
- Strong operational, analytical, and problem-solving skills.
- Ability to influence without authority and work effectively with partners who do not report directly to this role.
- High level of organization, attention to detail, and follow-through.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
Preferred Experience:
- Experience working in a café, restaurant, or multi-unit retail environment.
- Familiar with systems such as UKG/UltiPro, Toast POS, CrunchTime, WordPress, Google Business/SEO tools
- Spanish language proficiency is a plus.
This job description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all responsibilities and may be adjusted as business needs evolve.
OUR BENEFITS & PERKS:
- Competitive pay - ranging from $117,500 - $132,500 depending on experience, with bonus potential of up to 15%
- 401(k) (with a vesting match)
- Health, dental and vision insurance
- Paid vacation time and paid sick time
- Free employee assistance program services
- Free drinks and generously discounted meals
- Exciting potential for growth
Please note that Tatte is an E-Verify Employer.