Job Description

Job Overview

The Ops Coordinator is a franchise-focused leadership role responsible for overseeing the performance, compliance, and operational excellence of Chaiiwala of London locations across an assigned territory in Eastern Canada. With the majority of stores operating under the franchise model, the Ops Coordinator acts as a mentor, compliance enforcer, and brand steward--ensuring franchisees maintain high standards in service, food quality, cleanliness, and brand consistency. The role also includes support for corporate stores in the province. This position is key to Chaiiwala Canada's mission to become the nation's most loved chai and Desi street food cafe brand.

Key Responsibilities

Franchise Operations & Compliance

Oversee daily operations of franchise locations to ensure alignment with Chaiiwala's Standard Operating Procedure (SOPs), quality standards, and brand expectations. Conduct regular store assessments and audits to evaluate food quality, hygiene, guest experience, and operational consistency. Document and address non-compliance issues through clear action plans, follow-up reviews, and escalation when necessary. Act as the key liaison between Head Office and franchisees, supporting implementation of new initiatives, training, or procedures.

Franchisee Support & Development

Conduct regular virtual or in-person check-ins with franchise operators and their teams to support ongoing performance and KPI achievement. Provide coaching, guidance, and tools to improve day-to-day operations and business results. Support onboarding and operational readiness of new franchisees, including training and site preparation. Work collaboratively with franchisees to drive local community engagement and maximize sales opportunities.

Corporate Store Oversight

Provide operational oversight and performance support to the Eastern Canada-based corporate stores as needed. Partner with internal departments to align corporate store performance with overall brand goals and benchmarks.

Brand Experience & Guest Relations

Ensure a consistent guest experience aligned with Chaiiwala's vision across all franchise and corporate locations. Monitor customer feedback and online reviews, addressing root causes of service concerns. Oversee in-store execution of national marketing campaigns, product launches, and Limited Time Offers (LTOs).

Training & Expansion

Facilitate initial and refresher training sessions for franchise teams, in collaboration with the Training Department. Support new store openings by ensuring operational readiness, brand compliance, and staffing preparedness. Maintain a certified Training Cafe in good standing, where the CTC serves as a hub for operational training of new franchisees, existing franchisees and corporate team members in Eastern Canada.

Required Skills & Competencies

Strong understanding of franchise operations, with the ability to coach and influence business owners. Proven ability to assess performance, create solutions, and drive results. Effective communicator with strong conflict resolution, negotiation, and interpersonal skills. Highly organized with the ability to prioritize and manage multiple stores and tasks. Brand-driven mindset with a passion for guest experience and hospitality.

Qualifications

1-2 years of multi-unit restaurant experience, with a focus on franchising or field operations. Strong knowledge of operational SOPs, food safety regulations, and franchise compliance. Proficient with Microsoft Office Suite and cloud-based operations tools. Experience in QSR, cafe, or casual dining environments preferred. Bachelor's degree in Business, Hospitality, or a related field is an asset.

Working Conditions

Independent employee position with full-time commitment. Travel required up to 80% across assigned Eastern Canada territory. Flexible scheduling including evenings, weekends, and statutory holidays as needed.

Physical & Mental Effort

Ability to stand and walk for extended periods during store visits and assessments. Occasional lifting of materials (up to 25 lbs). Visual and mental focus required for reporting, problem-solving, and operational reviews.
Job Types: Full-time, Permanent

Pay: $50,000.00 per year

Work Location: Hybrid remote in Mississauga, ON L5N 4H4