DIGITAL OPERATIONS LEAD

SUMMARY:
A senior strategic opportunity exists for an experienced Digital Operations Lead to optimise front- and back-of-operations processes across a multi-site, consumer-facing business.

POSITION INFO:

This role is responsible for driving digitisation initiatives that improve operational efficiency, digital tool adoption, and the overall customer experience at scale.

The role owns an operations-led digital roadmap, ensuring that digital solutions, SOPs and platforms are practical, embedded, and value-adding across sites. Working in close partnership with Digital & Technology teams, the role ensures seamless integration of operational tools while maintaining a strong focus on commercial and execution outcomes.

Essential Requirements:

• Bachelor’s degree in Business, Technology or related field
• 6–8 years’ experience in Digital Operations within QSR, Retail or FMCG
• Strong exposure to customer experience in high-volume, multi-site environments
• Experience with operational technology platforms, vendor management and SLA governance
• Strong stakeholder engagement, analytical and leadership capability

Key responsibilities include:

• Leading the digitisation of site-level operations, including SOPs, training, adoption and system uptime
• Partnering with Digital & Technology, engineering and operations teams to deliver scalable digital solutions
• Embedding customer journey considerations into the design and testing of digital initiatives
• Monitoring and optimising digital KPIs, including uptime, adoption, MTTR and ROI
• Driving data-led performance insights and continuous improvement
• Supporting site leadership with onboarding, training and operational enablement
• Leading change management to embed digital best practice
• Building and developing digital operations capability and team performance

This role is responsible for driving digitisation initiatives that improve operational efficiency, digital tool adoption, and the overall customer experience at scale.

The role owns an operations-led digital roadmap, ensuring that digital solutions, SOPs and platforms are practical, embedded, and value-adding across sites. Working in close partnership with Digital & Technology teams, the role ensures seamless integration of operational tools while maintaining a strong focus on commercial and execution outcomes.

Essential Requirements:

• Bachelor’s degree in Business, Technology or related field
• 6–8 years’ experience in Digital Operations within QSR, Retail or FMCG
• Strong exposure to customer experience in high-volume, multi-site environments
• Experience with operational technology platforms, vendor management and SLA governance
• Strong stakeholder engagement, analytical and leadership capability

Key responsibilities include:

• Leading the digitisation of site-level operations, including SOPs, training, adoption and system uptime
• Partnering with Digital & Technology, engineering and operations teams to deliver scalable digital solutions
• Embedding customer journey considerations into the design and testing of digital initiatives
• Monitoring and optimising digital KPIs, including uptime, adoption, MTTR and ROI
• Driving data-led performance insights and continuous improvement
• Supporting site leadership with onboarding, training and operational enablement
• Leading change management to embed digital best practice
• Building and developing digital operations capability and team performance

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