Job Description
Job Description
The VP of Operations Services & Deployment plays a critical leadership role in enabling scalable, efficient, and guest-focused operations at Tatte. As the head of the Ops Services team, this individual will design and deliver systems, processes, and tools that simplify work for café and support teams, reduce friction, and unlock performance across the business. This leader serves as a strategic thought partner to the COO and cross-functional leaders, driving enterprise-wide initiatives that fuel operational excellence, innovation, and growth.
Responsibilities:
Strategic Leadership
- Serve as a core member of the senior leadership team, providing insight, analysis, and recommendations that shape Tatte’s operational strategy.
- Act as the primary liaison between café operations and support teams to ensure operational needs are proactively understood and addressed.
Team & People Leadership
- Lead, coach, and develop the Ops Services team with a focus on impact, ownership, and continuous improvement.
- Foster a culture of innovation, accountability, and service.
Program & Project Management
- Oversee planning, execution, and sustainment of key initiatives (KIs), tools, and systems.
- Establish project plans, success metrics, communication strategies, and post-launch reviews to ensure long-term value creation.
Café Health & Guest Experience
- Oversee all elements of café health, including Google reviews, Tattle, third-party health/inspection scores, and mystery shops.
- Lead reporting, analysis, and action planning to improve café health performance.
- Act as the functional lead for guest relations, ensuring strong recovery processes and communication standards that protect brand trust.
New Café Openings (NCO)
- Own the NCO setup process through systems, tools, and operational readiness, ensuring a seamless handoff to field operations.
- Partner with Learning & Development to support training plans and execution for new locations.
Systems, Tools & Process Innovation
- Lead the design, rollout, and optimization of systems including POS, inventory, labor planning, training, HRIS, menu management, and guest experience platforms.
- Monitor and enhance existing tools to keep them relevant, reliable, and value-adding.
Deployment Management
- Own the deployment calendar and playbook to ensure operational rollouts are well-sequenced, field-informed, and successfully adopted.
- Partner with L&D and Communications to enable change readiness and sustainment.
Day-to-Day Operational Support
- Manage continuous support for café teams and support centers across menu updates, tech tools, systems maintenance, and operational SOPs.
- Provide training and troubleshooting support to ensure high user adoption and minimal disruptions.
Cross-Functional Collaboration
- Partner closely with Operations, Finance, Technology, Culinary, Bakery, L&D, Visual, and Real Estate teams to integrate systems and tools that drive shared outcomes.
Culture & Change Stewardship
- Model and reinforce Tatte’s values and operating principles through every project, interaction, and communication.
- Act as a change leader to ensure new initiatives are embraced, understood, and aligned with our mission.
Continuous Improvement
- Partner with café leaders and operators to identify friction points, capture feedback, and drive continuous improvements in tools, systems, and support processes.
Key Outcomes & Impact:
- Enhanced Operational Efficiency: Deliver streamlined, user-friendly systems and processes that reduce manual effort, lower error rates, and increase team productivity.
- Frictionless Deployment: Design and manage deployment calendars that balance innovation with café capacity, ensuring smooth rollouts that stick.
- Scalable Growth Enablement: Build the operational infrastructure to support new café openings, menu expansions, and evolving guest experiences.
- Cross-Functional Alignment: Ensure all systems and initiatives are aligned across departments, delivering integrated solutions that reflect Tatte’s brand, culture, and business goals.
- Elevated Team Experience: Empower café and support teams through tools, training, and consistent communication, enhancing engagement and performance.
Qualifications:
Required
- 8+ years of experience in operations, systems, or project leadership roles, ideally in restaurant, retail, or hospitality industries.
- Proven track record of leading cross-functional initiatives that resulted in measurable performance improvements.
- Strong leadership and team development experience, with ability to inspire and grow high-performing teams.
- Exceptional organizational and prioritization skills; thrives managing multiple initiatives in a fast-paced environment.
- Advanced skills in project management, process design, and deployment planning.
- Strong interpersonal and communication skills; capable of influencing across all levels of the organization.
- Highly proficient in Microsoft Office; especially Excel, Outlook, Word.
Preferred
- Experience with tools such as Toast, UltiPro, CrunchTime, HRIS systems, Google Business Tools, and WordPress.
- Experience working in or supporting café/restaurant operations.
- Bilingual in Spanish is a plus.
Our Benefits and Perks:
- Competitive pay
- 401(k) (with a vesting match)
- Free EAP employee assistance programs
- Paid vacation time (after three months of full-time service)
- Health, dental and vision insurance
- Generously discounted meals and free drinks
- Exciting potential for growth
Please note that Tatte is an E-Verify Employer.