Director of Operations Services

Company: Tatte Bakery
Location: Boston
Posted on: June 1, 2025

Job Description:

The Director of Operations Services at Tatte is responsible for leading critical systems, tools, and process improvements that enhance caf-- performance and guest experience. Acting as both a strategic driver and operational partner, this role will lead a team focused on menu systems, labor and inventory tools, deployment readiness, and cross-functional execution. This leader also owns key aspects of caf-- health, guest relations, and new caf-- opening (NCO) setup. You will work closely with Operations, Culinary, L&D, HR, IT, Innovation, and other support functions to translate business priorities into scalable, actionable tools and processes that simplify work, increase accuracy, and enable growth.Key ResponsibilitiesSystem & Process Leadership

• Own strategy and execution for core operations tools (e.g., Toast, CrunchTime, Jolt, Olo).
• Optimize menu management, labor, inventory, and deployment tools to improve accuracy and usability.
• Standardize and scale systems processes across regions and new markets.
• Oversee all elements of caf-- health, including Google reviews, Tattle, third-party health/inspection scores, and mystery shops.
• Lead reporting, analysis, and action planning to improve caf-- health performance.
• Act as the functional lead for guest relations, ensuring strong recovery processes and communication standards that protect brand trust.Project & Change Management
  • Lead high-priority cross-functional initiatives from scoping to execution.
  • Manage timelines, communications, and stakeholder alignment to ensure smooth deployment.
  • Collaborate with field leadership to ensure solutions are intuitive, relevant, and grounded in caf-- realities.
  • Own the NCO setup process through systems, tools, and operational readiness, ensuring a seamless handoff to field operations.
  • Partner with Learning & Development to support training plans and execution for new locations.
  • Lead/develop a team of managers/specialists in menu data, systems administration, & deployment readiness.
  • Coach team members on problem-solving, communication, and project ownership.Deployment & Communication
    • Oversee deployment calendar and change readiness planning.
    • Ensure all field-facing tools are launched with appropriate training, testing, and support.
    • Partner with L&D on rollout content and operational learning needs.
    • Monitor caf-- and team feedback to identify friction points and prioritize fixes.
    • Act as a thought partner to caf-- leaders and operators to continually improve tools, support, and processes.RequirementsMust-Haves
      • 5-7+ years in operations services, project management, or systems implementation in a hospitality, restaurant, or retail brand - strong in-restaurant experience may substitute for direct Ops Services experience.
      • 3+ years people leadership experience.
      • Strong project management and problem-solving skills.
      • Proven success implementing tools/processes that improve operations performance.
      • Fluent in managing systems like POS, BOH, and digital ordering tools (e.g., Toast, CrunchTime, Olo).
      • Excellent communication, collaboration, and change leadership skills.
      • Deep appreciation for the guest and team member experience.Preferred
        • Multi-unit or above-store field experience.
        • Previous work in high-growth, premium hospitality brands.
        • Familiarity with tech platforms like Genesis (ESHA), UltiPro, Jolt, and others.Our Benefits and Perks
          • Competitive pay commensurate with experience and skills
          • 401(k) (with a vesting match)
          • Free employee assistance program services
          • Health, dental and vision insurance
          • Free drinks and generously discounted meals
          • Exciting potential for growth with a rapidly growing companyTatte is an E-Verify employerEqual Opportunity Employer
            This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
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Keywords: Tatte Bakery, Westfield , Director of Operations Services, Executive , Boston, Massachusetts