Expert VA

Operations

• Oversee and improve performance across all branches through the management team
• Make service, delivery, staffing and branch performance visible at a glance
• Set clear roles, standards, decision rights and escalation paths
• Establish daily and weekly management routines, audits and follow-up rhythms
• Hold managers accountable and coach them to own their areas fully
• Reduce escalations to senior leadership
• Own the online customer journey from discovery through ordering, delivery, issue recovery and repeat purchase
• Improve conversion, average order value, order frequency and customer retention
• Shape pricing, promotions, bundles and offers while protecting margins
• Track revenue, costs, margins and unit economics; identify leakage and waste
• Prepare budgets, forecasts and performance plans
• Turn business opportunities into operating plans and pilots
• Launch and grow service lines, partnerships and institutional accounts
• Build networks of merchants, delivery and courier partners, and service providers
• Identify internal solutions that can become repeatable, sellable services
• Hire, onboard and develop team members
• Use AI tools for analysis, planning, reporting and documentation
• Design workflows, dashboards and management panels with the tech team
• Identify manual processes for simplification or automation
• Translate business problems into developer requirements and acceptance criteria
• Test whether new systems solve their intended problems
• Report directly to the CEO with delegated COO-level operating responsibility
• In the first 90 days, understand the business, stabilize urgent issues, establish management routines, launch dashboards and workflows, define pilots, deliver early wins, and present a growth roadmap

Head of Operations – Multi-Branch Restaurants