Pembroke & Co.

Operations

• Lead the day-to-day execution of the operations function
• Supervise, coach, and develop the analyst team
• Conduct one-on-ones, evaluate performance, deliver feedback, and maintain documentation
• Partner with management and HR on employee-relations matters
• Participate in onboarding, interviewing, hiring, training, and delegation of work
• Recommend training schedules and cross-training across processes and systems
• Create and maintain the weekly operations schedule
• Analyze, categorize, and prioritize incoming correspondence
• Own the full lifecycle of client requests from intake through resolution
• Serve as the primary internal point of contact for request status and workflow updates
• Coordinate tasks to meet deadlines and escalate complex or sensitive client replies
• Own report production and delivery to clients
• Manage outbound workflows and maintain client preferences and requirements
• Maintain compliance and nonconformance records, including root-cause analysis and corrective actions
• Identify operational and quality improvement opportunities and present recommendations to management
• Support proof-of-concept accounts through scheduling and training
• Perform additional duties supporting the operations function

Operations Manager

Recruitment

• Establish and support recruitment, onboarding, and retention programs
• Create, review, and distribute job postings and descriptions to job boards
• Review candidates, interview, and hire qualified candidates
• Collaborate with store managers to ensure staffing levels are met
• Help new hires navigate new hire documentation
• Work with store managers and training manager on start dates and communicating training standards
• Review current retention tools and build upon them to keep the team engaged
• Conduct regular check-ins with restaurant employees to get feedback on their real-world work life
• Help create initiatives to increase retention and reduce turnover

Operations Manager

Recruiting and Retention Associate