Senior Director, Operations - Costa Coffee

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

Relocation Provided:

Job Posting End Date:

April 28, 2024

Shift:

Job Description Summary:

We are seeking an experienced Operations Lead to oversee the technical development, equipment support, and operations of our served and self-served coffee platform, as well as our growing fleet of cutting-edge autonomous coffee kiosks for the Costa US B2B business. This role will play a pivotal part in scaling our US coffee platforms in the B2B space while ensuring exceptional customer experiences and operational efficiency.

A bit about us...

We’re Costa Coffee, masters of our craft since 1971 when the Costa brothers opened their first Roastery in London. A lot has changed since then. As well as being the UK’s Favourite coffee shop for the last 13 years*, we are also present in over 40 other countries across EMENA, APAC, and the Americas. We are on a mission like no other to inspire the world to love great coffee.  From our evolving store propositions to our innovative FMCG offering, we’re ambitious, disrupting and owning the coffee technology space, allowing us to provide the best solutions for our B2B customers and partners. This is all supported by being part of The Coca-Cola Company. If you love coffee, you’ll love us. This is where tastebuds are brought to life. But it’s not all about the coffee. Joining the Costa family is about loving your chance to do a great job alongside brilliant people who make the hard work worth it. And we promise, we’ll make sure you’re always loving your craft.   

* by Allegra Strategies 

Function Related Activities/Key Responsibilities:

• Lead the Operations team to deliver world class end-to-end processes for all US machine and customer touchpoints from installations to refurbishments
• Develop global annual plans for the deployment, operation and maintenance of the coffee platform and autonomous kiosk fleet
• Manage the portfolio of equipment solutions, including installation, warehousing, remanufacturing and water filtration programs
• Ensure smooth operation of each coffee kiosk, meeting Costa brand standards and maximizing customer satisfaction
• Develop and maintain operational policies, guidelines and SOPs
• Manage the execution of Costa audit programs for equipment platforms to ensure customers and service providers maintain equipment according to brand standards
• Create & deliver the refurbishment strategy. Ensure all components are refurbished effectively to maximize profitability and efficiency
• Own equipment downtime reporting & analysis to determine root cause issues to mitigate machine down time and increase customer satisfaction
• Collaborate with peers to develop strategic KPIs and continuously improve fleet management and supply chain operations
• Proactively participate in identifying and developing new and existing suppliers, ensuring their compliance with program and specification requirements
• Collaborate closely with the Quality Assurance team to establish and maintain a robust supplier approval process
• Maintain an up-to-date approved supplier list, guaranteeing the availability of high-quality materials in line with our standards
• Together with the operations leadership team, create & deliver the training strategy for Costa Express including the creation and design of world-class materials and interventions
• Provide all team members with the tools, skills and systems to do their jobs
• Analyze financial data, manage budgets, and maximize revenue while reducing costs
• Maintain effective communication with internal and external stakeholders, ensuring alignment and problem resolution

Qualification & Requirements 

• Bachelor’s Degree
• 10+ years relevant, technical experience
• Experience managing a distributed team across multiple locations
• Advanced knowledge of planning system and models, techniques and practices
• Strong operational knowledge
• Knowledge of auditing and development models
• Understanding of reverse logistics
• Strong analytic skills, creative thinking, team-first leadership style and problem solving skills.
• Ability to diagnose technical components to decipher root cause issues and then broadly communicate resolutions
• Proactive issue identification on a macro and micro level
• Excellent written, verbal, and interpersonal communication skills

What We Can Do for You 

• Purpose Driven: Purpose driven approach that empowers our people to protect the environment and communities we serve while delivering safe & quality products. 
• Global Connections: Allows you to develop, enhance and m