Operator / General Operations Manager

Run the full Kaco operating system so every branch, department, and shift performs to standard. The Operator removes daily pressure from the Owner by controlling people, product, service, cost, reporting, escalation, and execution discipline.

Ensure every customer receives the Kaco experience exactly as designed while keeping profitability, speed, quality, cleanliness, and staff discipline under control.

• Review sales, complaints, food availability, staffing, cash issues, and previous-day reports.
• Check that Back Office, Central Kitchen, and branches have no blockers.
• Follow up unresolved complaints, staff issues, equipment problems, and shortage risks.
• Make same-day decisions within authority and escalate owner-level items only.

• Lead weekly management meeting.
• Review branch audit, food cost, labor cost, customer complaints, waste, supplier issues, and training progress.
• Assign action owners with deadlines.
• Confirm department managers are reporting accurately and on time.

• Review P&L, food cost, labor cost, inventory variance, equipment condition, staff evaluation, and KPI trends.
• Prepare monthly Owner report with performance, risks, decisions needed, and next-month priorities.
• Review management performance and identify training or replacement needs.

Back Office Manager / Central Kitchen Manager / AM Supervisor / PM Supervisor -> Operator / General Operations Manager -> Owner / CEO. The Operator is the filter between operations and ownership.

Can approve operational spending, urgent maintenance, temporary staffing, customer compensation, and workflow corrections within agreed limits. Cannot approve major purchases, salary changes, legal action, final management termination, recipe change, or brand policy changes without Owner approval.

• Daily management summary to Owner if required by rhythm.
• Weekly leadership report and meeting.
• Monthly performance report.
• Immediate escalation for theft, safety, legal, public reputation, major cash shortage, or equipment shutdown.

Opening, closing, food quality, cash, refunds, complaints, inventory, purchasing, maintenance, emergency, hiring, discipline, training, audit, reporting, branch launch, and escalation SOPs.

• Week 1: shadow Back Office, CK, AM, and PM shifts.
• Week 2: run audits and KPI reports with current managers.
• Week 3: lead management meeting and assign action plans.
• Week 4: Owner certification on decision matrix and operating dashboard.

The Operator succeeds when branches run consistently, department heads are accountable, KPIs are visible, issues are solved before reaching the Owner, and Kaco can add branches without chaos.