Senior Operations Manager

Resident is not a restaurant. We are a VC-backed experiential platform that is empowering the next generation of culinary stars. We partner with luxury real estate developers to host our Michelin-grade events in townhouses, penthouses, members-only clubs, and chef demonstration kitchens across NYC. After 2,500+ events and growing 1500% over 2 years, we were named by Inc Magazine as the #1 fastest growing dining concept in the country for a 2nd year in a row (116th overall) and as the #2 fastest growing company in NYC in 2024 (#4 in the northeast). 

Our roster of 80+ chefs have experience at the world’s best restaurants, including: Eleven Madison Park, Noma, Per Se, Alinea, and The French Laundry. They choose to work with us because, unlike their day jobs, we give them creative control to design and execute whatever menu they choose (within loose guidelines). By cooking in an open kitchen and personally introducing each course, the chef has a unique opportunity to network with guests, gain personal exposure and build their brand. While the concept of a ‘pop-up’ isn’t new, chefs love working with us because of our turnkey operational and marketing framework, meaning that their only responsibility is to create a delicious menu and enjoy the spotlight. 

Rather than operating in traditional commercial spaces, we partner with luxury real-estate developers who are interested in offering our programming within their properties. The building receives a free, leading-edge experiential amenity that garners press and generates sales leads; and we receive a long-term, rent-free location to host building tenants, members of the public, and our private clients. We’ve partnered with Extell, LCOR, RXR, Savanna, and The Dermot Company, to name a few. 

The pandemic has highlighted the fragility of the restaurant model - but this isn’t new, the model has been broken for decades. By reimagining the fixed costs of a traditional restaurant, Resident’s asset-light, variabalized approach will finally turn fine dining into a lucrative endeavor, all while empowering the next generation of culinary stars. 

Select investors include: Valor Equity Partners (invested in: Tesla, SpaceX, Reddit), Bienville Capital (invested in: Zola, Qualia, and Ro), Quality Branded (owners of: Smith & Wollensky, Quality Italian), and Mike Kennedy (co-owner: Olmsted + Maison Yaki). 

Select clients include: Apollo, Blackstone, Chase Sapphire Reserve, Cravath, Deloitte, Goldman Sachs, Google, LinkedIn, Pinterest, Salesforce, Sprinklr, Snowflake, Verizon, and White & Case 

About the role: 

Resident is looking for a Senior Operations Manager. The Senior Operations Manager is a dynamic role that has several important components. Most importantly, our Senior Operations Manager will spend the majority of their time ensuring our independent contractors are well prepared and equipped to execute Resident produced events semi-autonomously through SOP development, education, and implementation, and overseeing several locations where we execute events. The format for each Resident event is either a sit-down tasting menu (typically 20-40 guests), or a reception style canape/cocktail event (typically 50-100 people). As a Senior Operations Manager, our hire will be engaging Resident’s clients directly each evening during service as a brand ambassador, and presenting themselves and our brand in a manner that inspires, educates, and excites our audiences. Our hire will be executing events with a robust team of freelancers onsite. The Senior Operations Manager will be responsible for the organization, cleanliness, and functionality of several locations within the Company’s portfolio. We are looking for an autonomous leader that thrives in an independent working environment. 

In addition to executing events, this role will also play a strategic role in inventory management, venue management, recruiting & training, hiring, and scheduling. They will work directly with the Senior Director of Operations and Resident’s Financial Controller to create and preserve the financial health of the business. They will be a proactive, ‘no-task-too-small’ team player that is willing to roll up their sleeves to build something incredible. 

Compensation

• Base Salary – Range of $80,000-$90,000 depending on professional experience
• Bonus – A bonus that will be discretionary and paid on an annual basis dependent upon mutually agreed upon KPIs established within 45 days of your start date.
• Benefits – 100% employer-sponsored healthcare (Cigna - total value of roughly $9,600/year), dental (total value of roughly $250/year) and life insurance ($25,000). One Medical, FSA, commuter benefits, are all included. 401K is available after 90 days of employment. Resident does not currently match 401K contributions, subject to future revision as we grow. 15 days of PTO, and 12 Federal holidays. As the Company expands, the additional days off outlined below may be subject to revision.
• Evaluations - Salary evaluations occur yearly and will be conducted by your direct supervisor and the Vice President of Operations.
• Ramp Card - Upon completion of training you will be issued a Ramp card (virtual credit card) that may be used for event specific purchases. All purchases must be approved by the end of the month and any purchases that do not fall within the Ramp Standard Operating Procedure (shared upon execution of offer) for proper expenses will be your responsibility to reimburse.

Responsibilities:

• Event Management Responsibilities
  • Responsible for the quality control of Resident events within their respective “pod” of venues as designated by the Service Director. 
    • SOP Execution: Complete all cloud-based checklists to ensure that each responsibility associated with event management is executed consistently.
    • Training: The Senior Operations Manager will play a crucial role in training event staff such that they are operating in accordance with our SOPs and the Resident Service Manual. 
    • Time + Attendance & Payroll: Ensure that hourly staff clocks in and out properly both for their shift and their break in our time + attendance platform. 
    • Finance: Execute events within the financial parameters provided for labor to ensure that the business stays within the margin. 
    • Reporting: Fulfill administrative tasks related to venues and events (end of night report, post-event survey reports from team members, inventory depletions, QCC, etc). 
    • Tech: The Senior Operations Manager must be proficient in our current tech platforms (Monday, Slack, Trainual, Craftable, TOCK, Canva, G-Suite) and full proficiency should be accomplished by the commencement of training.
    • Support: The Senior Operations Manager may at times be asked to work as an Event Lead for one of their events. While this is often a last minute request/need the Senior Events Manager should be able to confidently lead a service and speak to our guests regarding the Resident mission.
    • Quality Control: 
      • Ensure that each space is left clean and orderly, in accordance with pictures and descriptions provided in SOPs and Trainual.
      • Ensure that the health and safety policy (I.e. IIPP, worker’s comp procedures, and allergy procedures) is adhered to at all times.
      • Ensure that the event experience falls in line with our brand strategy, including all details involving food, service, venues, music, decor, etc.
      • The candidate will have a full understanding of the Resident beverage program including all facets of wine programming, open bar program & specialty cocktail program. 
      • Educate the service team on wine, beer, spirits, cocktail, and non-alcoholic beverage items in a way that adds value and fuels the team's desires to learn and grow.
    • Beverage: 
      • Conduct regular inventories of onsite beverage at each assigned venue, making adjustments as needed
      • Maintain appropriate inventory for Wine, Spirits, and N/A beverage at each assigned venue by making recommendations for procurement to the Beverage Consultant or by placing orders directly. 
      • The Senior Operations Manager may at times be asked to work as a sommelier for one of their events. While this is often a last minute request/need the Senior Events Manager should be able to confidently speak to our guests regarding the wines that are accompanying the dinner. 
        • Present beverage pairings to guests in a clear and concise manner.
        • Ensure that all wine that is opened is accounted for in venue inventory.
        • Confirm that all opened wine that is not consumed is discarded at the end of the event.
        • Clean station, machinery, and all equipment in accordance with cleanliness guidelines laid out by the operations team. 

• Venue Management Responsibilities
  • Place orders for venues, as needed, based upon established inventory pars and ordering schedules adhering to each venue’s purchasing budget.
  • Conduct weekly site spot checks to ensure cleanliness and organizational standards are being met in each space.
  • Ownership/coordination of repairs & maintenance for assigned venues as necessary. 
  • Participate in New Venue launches by assisting with procurement, organization, and any and all NVO responsibilities they are tasked with. 
• Quality Control Responsibilities
  • How to properly set a table. 
  • How to serve and clear properly 
  • How to pour wine properly 
  • Spatial setup and ambiance
  • Portion Sizes 
  • Dietary and allergy accommodations
  • Timing of service and the ability to keep the dinner flowing at an appropriate pace
  • It is the responsibility of the Senior Operations Manager to ensure that the quality of our events is of the highest standard.
  • The Senior Operations Manager should feel comfortable coaching and counseling our event staff on how to properly serve. This includes all facets of proper service including but not limited to: 
  • The Senior Operations Manager should be able to effectively communicate with the onsite events team that they are present to discuss quality. This includes but is not limited to: 

Required Skills:

• Candidate demonstrates strong financial responsibility 

• Accurately tagging and classifying expenses in a timely manner to ensure accurate financial reporting

• Candidate demonstrates Excellent verbal, written and digital communication skills.

• Maintain active email communication, slack participation by responding in a timely manner to all methods of communication employed by the Company.
• Participates in all meetings on their calendar either in person or remotely, regardless of the event schedule.
• Proactive communicator that looks to communicate in a positive, clear manner to build positive relationships with colleagues even in the absence of seeing them in person consistently.

• Advanced knowledge and proficiency with technology - Advanced computer skills are strongly preferred, with knowledge/proficiency with Slack, G suite, Monday.com, Ubeya, Trainual, Ramp, Knowledge of Microsoft Office strongly preferred.
• 5+ years of hospitality experience, including Michelin Star-level experience 
• 3+ years of management experience
• Bachelor’s Degree or degree from a post-secondary culinary arts program preferred
• Ability to stand, sit, bend, kneel, and reach with little to no accommodations needed for possible extended periods of time
• Able to carry/hold more than 50 lbs.
• Flexible schedule to include evenings, weekends, and holidays
• DOH Food protection certification 

Additional Information: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position and does not contain all the essential requirements and functions of the position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Resident is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.