Photo

Jilly Moss

Director of Operations Services
Restaurant & Hospitality Operations

Restaurant operations director with 12 years building start-ups into scale-ups across the fast-casual sector

Ops leader who translates founder vision into scalable operations: strategy through execution

$300M+Product launches delivered

32New restaurant openings

35+Menu & category launches

12Years of growing companies

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Focus

Areas of Expertise

My experience sits at the intersection of Operations, Learning & Development and programme management

My Operating Mantra

“The answers are in the stores, not in a conference room”

Leadership: Who’s reported to Me

NRO Manager, L&D Instructional Designer and Kitchen Operations Associate

When an Operations Excellence Function Is Needed

Plans to open new locations
Regular menu launches or limited-time offers
Upgrading core systems
Margin, speed or accuracy targets not being met
Change projects stalling in the field
A need to translate “tribal knowledge” into operating playbooks
A need to refine kitchen and front of house workflows
Lack of customer experience framework

Equivalent UK Titles

Want to Discuss Further?

Happy to talk through my background and how it would apply to your estate

Email Jilly Connect on LinkedIn

Selected Results

Types of Projects I’ve Lead

A few real projects I’ve delivered end-to-end: the challenge, what I did and the measurable outcome

Use the arrows to see more projects

Menu Launches

$300M+ in Product Launches

Sweetgreen - Senior Manager, Operational Excellence

Challenge

The business needed a repeatable engine to launch an increasingly ambitious seasonal menu and collaboration calendar

What I Did

I created and led a cross-functional New Product Introduction team of 25, rolling out $300M+ across 28 seasonal menus and 13 chef and celebrity collaborations

Outcome

$300M+A repeatable, successful engine for every type of menu launch

New Restaurant Openings

New Restaurant Openings at Scale

Sweetgreen - Operations Services Manager

Challenge

Rapid expansion across the US required openings to land consistently, city after city

What I Did

I led a cross-functional NRO team, with field Operations leadership, opening 31 new restaurants, delivery kitchens and renovations across five major US markets

Outcome

31 sitesSan Francisco, New York, Philadelphia, Boston and Los Angeles

Hospitality & Throughput

Throughput Increase

Sweetgreen - Senior Manager, Operational Excellence

Challenge

Peak-hour service needed to move faster without losing the guest experience

What I Did

I developed front-line process steps that blended lean principles with best-in-class guest hospitality

Outcome

10%throughput increase at peak lunch time

Process & Speed

Recipe Validation Process

Sweetgreen - Senior Manager, Operational Excellence

Challenge

Getting from recipe ideation to final recipe books took too long, which slowed go-live in restaurants

What I Did

I developed a cross-functional recipe validation process to streamline and simplify food preparation, with standardised language, steps and measurements, plus a clear review process

Outcome

35%reduction in time from recipe ideation to final recipe books, speeding go-live in restaurants

Systems & Inventory

Inventory Systems Migration

Alfalfa - Director of Operations Services

Challenge

Legacy inventory management needed modernising across a growing estate

What I Did

I strategised a company-wide migration from MarketMan to Restaurant365, using AI tooling for data cleaning

Outcome

MarketMan → R365Modernised inventory management processes across the business

Special Projects

Allergy-Prevention Programme

Alfalfa - Director of Operations Services

Challenge

Allergen risk needed a company-wide, end-to-end control, not a one-off briefing

What I Did

I designed and launched an allergy-prevention programme: customer awareness, documentation, menu marking, restaurant-wide staff training, response protocols, incident tracking and a crisis communications tree

Outcome

End-to-endAn allergy-prevention programme covering the whole estate

Margin

COGS Reduction

Alfalfa - Director of Operations Services

Challenge

Cost of goods sold needed tighter control as the brand grew

What I Did

I developed a COGS reduction programme spanning COGS education, portion-control training and standardised receiving, invoicing, returns, inventory-adjustment and vendor-communication practices

Outcome

1%reduction in company-wide COGS

Training & Systems

Training Platform Rollout

Alfalfa - Director of Operations Services

Challenge

There was no good way to turn tribal knowledge into effective, thorough and fun to take modules

What I Did

I introduced Opus, a mobile-first AI-bolstered learning management platform, to hundreds of front-line employees, with real-time visibility into completion rates for leadership

Outcome

100%of store leadership active with training modules within 3 weeks of launch

Jilly Moss

Areas of Expertise

When an Operations Excellence Function Is Needed

Equivalent UK Titles

Want to Discuss Further?

Where My Role Fits

Types of Projects I’ve Lead

$300M+ in Product Launches

Challenge

What I Did

Outcome

New Restaurant Openings at Scale

Challenge

What I Did

Outcome

Throughput Increase

Challenge

What I Did

Outcome

Recipe Validation Process

Challenge

What I Did

Outcome

Inventory Systems Migration

Challenge

What I Did

Outcome

Allergy-Prevention Programme

Challenge

What I Did

Outcome

COGS Reduction

Challenge

What I Did

Outcome

Training Platform Rollout

Challenge

What I Did

Outcome

Core Deliverables

Direct Contact & Connect

Email Jilly

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