Blue Tokai Coffee Roasters - Manager - Project & Process Excellence

Role summary:

Manager - Project & Process Excellence

Lead - Cafe Infrastructure Excellence is a cross-functional problem solver who diagnoses friction points across the entire guest journey. Operating with a structured, analytical lens, this role elevates the physical dine-in experience (acoustics, spatial flow, aesthetics) while leading broader business improvement projects to ensure strategic Customer Experience (CX) initiatives yield tangible, measurable outcomes.

Reporting and Decision Authority:

- Reports to: Director - Business Development & Projects

- Owns: End-to-end CX audits (dine-in service touchpoints), root-cause diagnosis of operational bottlenecks linked to Infrastructure, existing caf improvement areas focussed on elevated CX, pilot project charters, and post-implementation impact tracking.

- Recommends: Project priorities, scalable infrastructure retrofits, operational workflow adjustments, and resource allocation based on data and customer evidence.

Key responsibilities:

- End-to-End Diagnostics: Audit the complete guest journey from physical dine-in elements (lighting, temperature, acoustics, spatial layout, aesthetics etc.) to service delivery touchpoints.

- Root-Cause Problem Solving: Apply structured, first-principles engineering logic to break down qualitative customer friction points into measurable metrics and concrete project interventions.

- Pilot Design & Execution: Convert strategic directives into clear project briefs featuring milestones, owner dependencies, budget, risk reviews, and decision gates. Run live store pilots to validate hypothesis-driven fixes.

- Cross-Functional Project Management: Orchestrate execution across Operations, Retail Design, Projects and Marketing without disrupting core daily caf operations.

- Measurement & Standardization: Define baseline metrics before intervention and track post-rollout performance. Develop scalable Playbooks and SOPs for business-wide deployment.