Operations Manager

Operations Manager - Laundry & Dry Cleaning FranchisePosition Overview We are seeking an experienced and dynamic Operations Manager to oversee and manage the complete operations of our laundry and dry cleaning franchise network. This role requires a hands-on leader who will ensure seamless operations between franchise outlets and our processing facility while maintaining the highest standards of quality and customer satisfaction. Key ResponsibilitiesOperations ManagementOversee end-to-end operations from garment collection to delivery across all franchise locations Ensure accurate inventory management and tracking of all garments throughout the process Implement and monitor quality control procedures to eliminate customer complaints Establish and maintain standard operating procedures (SOPs) for all operational activities Monitor daily operations metrics and implement continuous improvement initiatives Franchise Relations & Escalation ManagementServe as the primary point of contact (SPOC) for all franchise-related operational issues Handle and resolve escalations from franchise partners promptly and effectively Conduct regular franchise visits to ensure compliance with brand standards Provide operational support and guidance to franchise owners and their teams Maintain strong relationships with franchise partners to ensure business continuity Logistics & Inventory ControlManage the collection and delivery schedule between franchise outlets and processing facility Ensure accurate counting and documentation of garments at pickup and delivery points Implement robust tracking systems to prevent loss or exchange of customer garments Coordinate with franchise outlets to optimize collection and delivery routes Maintain detailed records of all transactions and inventory movements Team Leadership & ManagementLead and manage a team of delivery executives, ensuring efficient route planning and execution Supervise laundry staff including washermen, ironers, and other processing personnel Conduct regular training sessions to maintain service quality and operational efficiency Set performance targets and monitor team productivity and quality metrics Handle HR functions including recruitment, performance evaluation, and disciplinary actions for operations staff Quality AssuranceImplement stringent quality control measures throughout the processing cycle Conduct regular quality audits and inspections of processed garments Ensure compliance with industry standards and company quality benchmarks Address quality issues proactively to prevent customer complaints Maintain customer satisfaction scores above target levels Operational ExcellenceDevelop and implement strategies to achieve zero escalation targets Monitor key performance indicators (KPIs) and operational metrics daily Identify bottlenecks and implement solutions to improve operational efficiency Ensure optimal utilization of resources and equipment Maintain cost control while ensuring service quality Required QualificationsEducation & ExperienceBachelor's degree in Operations Management, Business Administration, or related field Minimum 5-7 years of experience in operations management, preferably in service industry Previous experience in laundry/dry cleaning or similar customer service business preferred Proven track record of managing multi-location operations Skills & CompetenciesStrong leadership and team management skills with ability to motivate and control diverse teams Excellent problem-solving and crisis management capabilities Outstanding communication and interpersonal skills Proficiency in inventory management systems and operational software Strong analytical skills with attention to detail Customer-centric approach with focus on service excellence Personal AttributesHigh level of integrity and accountability Ability to work under pressure and handle multiple priorities Proactive approach with strong ownership mentality Flexibility to work extended hours when required Strong organizational and time management skills Key Performance Indicators (KPIs)Zero customer complaints related to missing or exchanged garments Franchise escalation resolution within 24 hours 99%+ accuracy in garment counting and tracking Team productivity targets achievement Customer satisfaction score above 95% On-time delivery performance above 98% Reporting StructureReports directly to: Franchise Business Head/CEO Direct reports: Delivery Executives, Laundry Staff (Washermen, Ironers, etc.) Matrix reporting: Coordination with Franchise Partners Compensation & BenefitsCompetitive salary package commensurate with experience Performance-based incentives tied to operational KPIs Health insurance and other standard benefits Opportunity for growth within expanding franchise network Location & Travel RequirementsBased at central processing facility with regular travel to franchise locations Willingness to travel within the operational territory as needed Availability for emergency situations and extended hours when required This position offers an excellent opportunity for a results-oriented professional to lead operations in a growing franchise business while making a significant impact on customer satisfaction and business growth.