Operations & Training Lead

Job Description

Job Description

About Our Company:

At Da Vien Coffee, we are passionate about bringing the richness of Vietnamese coffee to the world while delivering exceptional experiences beyond the cup. Rooted in tradition, our high-quality coffee beans are handpicked from our hometown farms, offering authentic, rich bold coffee. We are looking for Fun, Energetic, and Hardworking Team Members to join our Da Vien Coffee Chain.

Job Description:

The Operations & Training Lead is a versatile administrative role that provides essential cross-functional support across departments, with a primary focus on operations and training. This role provides direct day-to-day leadership and coaching to the Virtual Assistant (VA) team, while formal HR decisions and employment actions remain with management. This position combines leadership of the VA team, administrative coordination, training support, and collaboration with other departments to ensure consistency, efficiency, and high service standards. Reporting to the Operations and Training Manager, this hands-on role is ideal for a detail-oriented, proactive leader with strong customer service experience.

Key Responsibilities:

VA Team Supervision & Leadership

• Provide day-to-day leadership and workflow oversight for the VA team, including task assignment, workload coordination, and performance monitoring. Serve as the liaison between VAs and other departments
• Assign tasks, monitor daily workload, and ensure VAs are meeting performance, scheduling, and coverage expectations.

Customer Service Quality Assurance & Auditing

• Conduct weekly audits of Virtual Assistant customer interactions, reviewing for tone, accuracy, timeliness, follow-through, and personalization across all platforms.
• Score and document quality assurance reviews on a consistent cadence; provide written feedback and coaching based on findings to support performance improvement and consistency.
• Identify recurring complaint trends, service gaps, or platform issues and develop proactive solutions or escalation paths.
• Maintain records of customer interactions, case resolutions, audit scores, and coaching sessions.

Training Support & Content Development

• Develop, organize, and maintain operational resources including training materials, SOPs, and reference documentation.
• Coordinate cross-functional initiatives including product launches, process updates, and departmental projects.
• Organize and maintain a centralized library of training content to ensure team members have consistent access to current materials.
• Assist in tracking training completion and compiling results from assessments or evaluations.
• Update existing training content as processes, products, or standards evolve.

Administrative & Operational Support

• Deliver administrative support across departments, contributing to smooth day-to-day operations at all levels of the organization.
• Prepare reports, summaries, and documentation as requested by management.
• Review and approve customer service reports submitted by the Virtual Assistants for accuracy, completeness, and timeliness prior to submission to management.
• Compile and present department-level customer service performance summaries to management on a regular cadence.
• Assist with coordinating meetings, capturing notes, and following up on action items.
• Help maintain organized records across platforms.

Cross-Department Coordination

• Act as a liaison and point of contact across teams, facilitating communication, collaboration, and alignment on shared goals.
• Coordinate with department leads (Training, Operations, R&D, Supply Chain, Maintenance) to ensure materials and timelines align with launch and rollout schedules.
• Relay updates, deadlines, and task status to relevant stakeholders in a timely manner.

Quality & Accuracy

• Review training documents and administrative materials for accuracy, completeness, and consistency before distribution.
• Flag discrepancies, outdated information, or formatting issues and work to resolve them proactively.
• Ensure all materials align with current brand standards, operational guidelines, and company voice.

What We Expect From You:

• Leadership & Team Development - ability to guide, coach, and hold a team accountable with professionalism and consistency.
• Attention to Detail - ability to audit work products, identify patterns and inaccuracies, and maintain high standards across documentation and customer interactions.
• Communication - clear, professional written communication when creating or distributing documentation and coordinating across teams.
• Adaptability - comfortable working across different departments, adjusting priorities, and learning new tools or processes quickly.
• Organization & Time Management - capable of managing multiple priorities, maintaining accurate records, catching errors before they reach the team, meeting deadlines, and maintaining team schedules simultaneously.
• Initiative - proactive in identifying needs, following up on open items, and completing tasks without needing constant direction.
• Technical Proficiency - comfortable working with standard office tools (Microsoft 365, project management platforms) and learning internal systems as needed.
• Knowledge of Canva or Adobe Illustrator is a plus

Job Type:

• Full-Time
• In Person (with occasional travel to multiple Da Vien locations)

Schedule Requirement:

• Monday to Friday: 9AM – 5:30PM
• May require occasional overtime hours with approval

Education & Experience:

• High school diploma or equivalent required; associate’s or bachelor’s degree in Business Administration, Communications, Education, or a related field preferred.

• 1–3 years of experience in an administrative, training coordination, customer service leadership, or operations support role.

• Experience creating or formatting documentation, training guides, or SOPs is a plus.
• Knowledge of food safety regulations (ServSafe preferred).
• Familiarity with food service, or multi-location operations is beneficial but not required.
• Experience working with virtual teams or remote staff is a plus.
• Bilingual (English + Vietnamese or Spanish) a plus but not required.
• Familiarity with lean processes and continuous improvement practices is a plus.
• A valid Driver’s License is required.

Physical Requirements:

• Primarily a desk-based role; must be able to sit for extended periods while working at a computer.
• Occasionally travel to store locations or company offices as needed for auditing
• Must be able to communicate clearly in written and verbal formats across digital platforms.
• Occasional lifting of up to 15 lbs. may be required when handling printed materials or office supplies.
• Ability to work standard business hours with occasional flexibility required during new product launches or peak operational periods.

Benefits:

• Sick leave accrued from your first day
• PTO available: 80 hrs. / 10 days (Full-Time only)
• Medical, Dental & Vision (Full-Time only)
• Employee discount
• Complimentary drinks
• Team bonding / Company holiday events
• Paid Training
• Paid Holidays (Full-Time only)
• Opportunities for advancement
• Mileage Reimbursements

Compensation:

• Rate: starting $24-$28/hr.
• Sick Pay / 40 hrs. per year
• PTO 80 hrs. / for the year
• Mileage Reimbursements