Job Description

Welcome to the flavourful world of Pizza Hut, where our handcrafted pizzas are made with passion! But we're not just about pizza; we're here to help you shape your future and reach for the stars. No matter what success means to you, we've got your back every step of the way. Get ready to conquer challenges, seize opportunities, and rise to new heights with us!

At Pizza Hut, we create an exciting environment that nurtures personal and professional growth. It's a place where we work together, grow as a team, and celebrate each other's achievements. Because when you rise, we all rise! So, are you ready to embark on your journey to success? Let's do this!

Bringing People Together with Pizza Hut's #JoyofPizza!

With over 60 years of history, Pizza Hut has become the world's largest pizza company, with 18,000+ stores across 100 countries. We're proud to operate nearly 300 Pizza Hut Delivery outlets in the UK.

But wait, there's more to our pizza game! We've introduced amazing creations like the legendary Deep Pan, crave-worthy Stuffed Crust, and smile-inducing Cheesy Bites. Our latest mouth-watering innovation? The heart-melting MELTS. And guess what? We're not done yet. Stay tuned for cheesy surprises! 😉

At Pizza Hut, our North Star is to be the #1 Choice in Pizza, by bringing people together through the joy of pizza. We're like the cheese that binds families, sparks reunions, and turns strangers into pizza pals. Slice by slice, we spread happiness and create lasting memories. Our legacy is cheesy, and we're passionate about delivering extraordinary experiences to our beloved customers, keeping our team members happy, and collaborating with our franchisees.

As part of the YUM! Brands family, which includes KFC, Taco Bell, and The Habit Burger Grill, Pizza Hut proudly stands alongside the largest restaurant group worldwide. Together, we strive for culinary excellence and unmatched dining experiences.

So, come on over and let us sprinkle some pizza magic into your life. Pizza dreams do come true at Pizza Hut!

Why Join Us? Our Recipe for Good

At Pizza Hut, we're dedicated to expanding our business and elevating our brand to new heights by embracing the principles of "Good Growth." As experts in the pizza industry, we understand that setting clear objectives is vital to guide our delicious endeavours and bring about positive change. Without further delay, let us present our appetizing "Recipe For Good."

Our pizza-centric goals revolve around three key elements: More Equality, Less Carbon, and Better Packaging. Through

collaboration with our global ESG (Environmental, Social, and Governance) team, we have devised these objectives to make sustainability an integral part of our success. Imagine sustainable packaging that stands out, reducing emissions in our dairy supply chain, establishing eco-friendly restaurants, and creating opportunities for our incredible team members and communities. We have all the ingredients for triumph!

Together, we can make a delectable impact and serve up remarkable positive change. Let's create a world that's as flavourful as our pizzas, where sustainability and equality are always on the menu. Let the pizza party commence!

About the Job

As Operations Excellence Manager, you will support the continued evolution of Pizza Hut IOM (International Operating Markets) operational and guest experience capability.

This role sits at the intersection of customer insight, operational excellence, systems transformation, and franchise partnership. You will identify opportunities to simplify operations, improve guest experience, strengthen operational consistency, and embed smarter ways of working that deliver measurable business impact.

You will combine customer and operational insight with strong project leadership and practical operational understanding to help translate strategy into sustainable execution across our restaurants. This includes leading complex cross-functional initiatives, improving operational adoption of systems and tools, identifying trends and opportunities within customer and operational data, and supporting franchise partners to deliver consistent improvement.

A key part of the role will be balancing strategic thinking with practical implementation, ensuring initiatives are not only well designed, but effectively embedded into day-to-day restaurant operations.

The successful candidate will bring strong curiosity, commercial awareness, structured problem solving, and the ability to influence across multiple stakeholder groups. They will be comfortable working with data and insight, but equally motivated by understanding how operations work in practice and how frontline execution can be improved.

Project & Programme Delivery

• Lead and support cross-functional projects across customer experience, operational improvement, restaurant systems, and operational transformation initiatives.
• Own project coordination across multiple workstreams, ensuring clear timelines, stakeholder alignment, communication, and delivery against agreed objectives.
• Partner with Operations, franchisees, and cross-functional teams to successfully pilot, test, and embed new initiatives, tools, and ways of working.
• Support operational rollout and adoption of projects by identifying barriers, driving engagement, and ensuring initiatives land effectively in restaurants.
• Manage relationships with relevant external partners and vendors where required, ensuring projects remain commercially and operationally focused.
• Capture project learnings, operational insights, and best practices to support continuous improvement and scalable implementation across the business.
• Support governance, reporting, and tracking of key operational initiatives to ensure visibility of progress, risks, and outcomes.
  

Customer Experience & Insight

• Lead and manage the relationship with our customer care provider, ensuring excellence service delivery and continuous improvement.
• Analyse customer and operational data to identify trends, opportunities, and operational focus areas.
• Translate insight into clear and practical recommendations to support operational improvement.
• Share learnings and trends with franchise partners and cross-functional teams to support improved guest experience and restaurant performance.
• Partner with internal and external stakeholders to continuously improve customer experience processes and reporting.
  

Data & Insights

• Leverage operational, commercial, and guest performance data to generate insights that inform strategic priorities and drive continuous improvement across restaurant operations.
• Deliver robust analysis and performance reporting that enables proactive identification of risks, opportunities, and operational trends, supporting fact-based decision-making across markets.
• Collaborate with Global stakeholders to translate initiatives into measurable operational outcomes, ensuring alignment with restaurant excellence objectives and market targets.
• Champion a culture of continuous improvement by using analytics and operational insights to simplify processes, optimize execution, and enhance both team and guest experiences.
  

Systems & Ways of Working

• Own and optimise core operations systems to ensure simplicity, effectiveness, and adoption.
• Analyse and improve ways of working in restaurants to reduce complexity and improve team engagement.
• Lead the embedding of global tools, systems, and practices across the market.
  

Whos in your team? Working relationships

• Franchisees and their operational teams (Principal Operators, Operations Leaders, Area Coaches & RGMs)

• Pizza Hut Franchise Operations Team

• Pizza Hut Restaurant Excellence Team

• Marketing, HR, QA, Supply Chain and wider Restaurant Support Centre teams

• External suppliers where relevant

Skills & Experience

• Experience working in a franchise, hospitality, retail, restaurant or operationally-led business.

• Strong organisational and project coordination skills.

• Ability to analyse data and identify practical operational insights and opportunities.

• Strong communication and relationship-building capability.

• Curious and solutions-focused mindset with a passion for continuous improvement.

• Comfortable working cross-functionally across multiple stakeholder groups.

• Experience supporting operational change, behavioural adoption, or implementation of new systems/processes.

• Understanding of restaurant/QSR operations is advantageous but not essential.

• Willingness to spend regular time in restaurants and operational environments.

Pizza Hut UK: Where Ambition Meets Opportunity

Joining Pizza Hut UK means embarking on an entrepreneurial journey with the excitement of a start-up and the support of a globally recognized brand. We're constantly pushing boundaries, embracing innovation, and creating exceptional experiences for our customers.

So, if you're ready to leave your mark in the thrilling world of Pizza Hut, come join us on this incredible journey.

Don’t meet every single requirement? Studies have shown that some demographics are less likely to apply for jobs unless they meet every single qualification. At Pizza Hut UK, we are committed to building a diverse, inclusive and authentic workplace, so if you feel you are suited to this role but your experience doesn’t align perfectly with everything listed in the job description, we encourage you to apply anyway – you may be the perfect candidate for this or other roles we have available!