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KitchenBASE operates a network of smart kitchen facilities that enable restaurateurs to succeed in online food delivery. The company transforms underutilized properties into shared kitchen spaces serving independent restaurants and major QSR chains, while creating local jobs and providing affordable, quality food options.
As Operations Manager, you will oversee facility operations, account management, and financial performance for assigned kitchen locations. Your responsibilities span three core areas:
**Account Management:** Deliver customer success services to contracted kitchen licensees, analyzing their operations and proposing growth strategies. You'll identify new sales channels, introduce cost-efficient suppliers, and leverage KitchenBASE's partner ecosystem. Foster partnerships with major delivery platforms (UberEats, Demaekan, Wolt, Coupang, etc.), maintain strong relationships with service users to secure renewals and mitigate churn, promote kitchen expansions and upsells, and manage collections to ensure timely payments.
**Facility Operations:** Oversee property compliance and ensure all kitchen licensees adhere to facility rules. Maintain facilities through effective cleaning and repair coordination with internal technicians, construction teams, and external vendors. Develop vendor partnerships to optimize service quality and costs. Ensure Standard Operating Procedures are followed, address complaints from licensees and neighbors, procure equipment cost-consciously, and manage licensee onboarding and offboarding.
**Financial Management:** Review monthly P&L statements for assigned facilities and identify improvement opportunities. Develop revenue-enhancing strategies while controlling expenses. Manage vendor registrations, payment procedures, monthly billing, and invoicing. Handle collections and ensure smooth accounting processes.
**Safety & Security:** Maintain emergency response procedures and ensure compliance with local regulations.
You'll work onsite in Tokyo five days per week in a collaborative environment with experienced colleagues and cross-functional teams.
**Requirements:**
- Proficiency in basic PC skills (email, Excel/Google Sheets, PowerPoint/Google Slides)
- Strong internal communication and collaborative teamwork abilities
- High attention to detail with proven execution of tasks per SOPs
- Willingness to learn and adapt to new tasks, workflows, and digital tools
- Excellent time management and ability to prioritize multiple tasks
- Strong interpersonal skills with internal teams and external stakeholders
- Customer service or interpersonal communication experience with flexibility in fast-paced environments
- Basic data entry and reporting skills
- Fast learning ability and demonstrated willingness to "get hands dirty" through: service operations, retail, hospitality, logistics/fulfillment, tech operations experience; OR managed logistics/operations in food, drug, or regulated manufacturing; OR consulting/banking background with motivation to pivot
- Problem-solving abilities (individual and team-based), data-driven approach, root cause analysis capability
- Experience handling escalated complaints or customer service issues
- Hustler mentality: bias to action, sense of urgency, solutions-focused, ability to prioritize
- Process-building focus: efficiency-oriented, scalable thinking, logical, system-oriented
- Project management experience with internal and external stakeholders
- Vendor relationship management experience
- People-oriented mindset
**Nice to have:**
- Food or food delivery industry experience
- Kitchen equipment, utilities, and facility maintenance knowledge
- Real estate, property/facilities management, or tenant leasing experience
- Business-level English fluency
- Safety, security, and risk management experience
- New store/facility development process experience
- Startup experience
- New business development experience
- Proven financial results track record
- Analytical skills with demonstrated success
- OFO or delivery platform work experience
