Process Improvement Manager

The Process Improvement Manager is responsible for leading the development of continuous improvement programs for both new and existing customer experience, store cleanliness, and facility condition systems, tools, and processes through regular site visits, contextual interviews, systems data validation, feedback analysis, and competitive benchmarking. The role focuses on driving operational efficiencies and cost improvements while overseeing the Cleanliness and Sanitation (C&S) system and store condition maintenance programs.

Key Responsibilities:

Program Development and Management

• Leads the development of customer experience management tools and processes related to store cleanliness and condition, integrating cross-functional requirements to support strategic business decisions.

• Develops and manages the Cleanliness and Sanitation (C&S) System and store look-and-feel programs within restaurant operations.

• Reviews operational initiatives to ensure alignment with customer experience standards related to store cleanliness and condition.

• Oversees the implementation and continuous improvement of cleanliness and condition standards across operations.

Stakeholder Partnership and Alignment

• Ensures effective execution of operational directives and carries out assigned tasks in a timely manner.

• Promotes a healthy and effective feedback culture within the team, department, and cross-functional groups.

• Provides technical expertise to support functions and operating units in implementing cleanliness and condition standards.

• Acts as a representative of operations teams in cross-functional discussions related to cleanliness, sanitation, and store condition concerns.

• Coordinates with internal departments and external partners to address issues and maintain high service levels.

Customer Experience Research

• Supports business case reviews through problem analysis, fact-finding, and scenario planning to drive structured decision-making.

• Analyzes issues related to cleanliness and store condition identified through surveys and other feedback channels and develops action plans to address gaps.

• Conducts regular site visits to assess compliance with cleanliness, sanitation, safety, environmental, and facility condition standards.

• Identifies systemic gaps in customer experience-related processes and recommends corrective actions.

• Monitors trends and best practices in customer experience, cleanliness, sanitation, and facility management to identify opportunities for improvement.

• Researches emerging trends in restaurant ambience, facility condition, and cleanliness standards to ensure systems and processes remain competitive and up to date.

Process Improvement and Innovation

• Leads the continuous improvement of cleanliness, sanitation, and facility condition systems, tools, and processes through site observations, interviews, data validation, feedback analysis, and competitive assessments.

• Manages projects from exploration through post-evaluation, demonstrating strong project management, collaboration, communication, and stakeholder engagement skills.

• Reviews and endorses project proposals to ensure accuracy, financial viability, operational fit, and alignment with business objectives.

• Coordinates with internal and external stakeholders to achieve optimal investment costs and turnaround times aligned with service level agreements.

• Cleanliness & Sanitation (C&S)
• Manages the Cleanliness and Sanitation (C&S) System to ensure objectives are consistently achieved.
• Reviews and approves C&S standards, guidelines, and procedures.
• Provides solutions and recommendations to address cleanliness and sanitation gaps identified by operating teams.
• Collaborates with various departments and stakeholders to continuously improve existing C&S systems and address operational pain points.
• Aligns C&S program components with broader organizational standards and requirements as needed.

• Store Condition
• Develops maintenance manuals and standards for various store concepts.
• Leads experimentation and pilot testing of new materials and store elements to assess viability and safety.
• Designs and develops repair and replacement processes for store elements and facilities.
• Ensures repair and replacement systems are practical, accessible, and easy for operating teams to implement.

Job Qualifications:

• Bachelor's degree in Chemical Engineering, Industrial Engineering, Environmental Management or any related program or equivalent.
• At least 5 years of relevant work experience, including a minimum of 3 years in a supervisory, project management, or team lead capacity.
• Exposure to Cleanliness & Sanitation Systems is a plus.
• Experience in the food industry (QSR) is a plus
• Must be willing to conduct fieldwork as needed
• Must be willing to work in Ortigas, Pasig (Hybrid Work Setup).