Head of Operations

type: role
role-keeper: Jonas Keller
for-domain: Bakery Operations
version: 1.0
decision_date: 2026-09-10
review_date: 2027-03-10
created_at: 2026-09-17

Purpose

Driver

With two shops, a delivery run and a growing wholesale book, Bakery Operations needs one person who holds the day-to-day together — so Mara Holt can stay in the Bakehouse in the mornings instead of on the phone.

Requirement

A single role that owns daily coordination across the shops, Deliveries and Wholesale, and chairs the Daily Production Sync when the owner is baking.

Description

The Head of Operations runs Bakery Operations end to end: the shop managers, the delivery team and the wholesale account report through this role. It keeps the Daily Replenishment Flow moving, sequences wholesale enquiries under the Wholesale Capacity Cap, and is the first escalation point when a dispatch slips.

Held by Jonas Keller since September 2026 — see Jonas Keller Leads Operations for the decision that created the role.

Concerns

Morning dispatch punctuality, the balance between shop replenishment and wholesale volume, and keeping the coordination load off the Head Baker.

Accountabilities

Run the Daily Production Sync when the Head Baker is baking.
Keep the two shops, Deliveries and Wholesale coordinated day to day.
Hold the Wholesale Capacity Cap and sequence enquiries at the limit.

Decision Rights

Decides daily trade-offs between shop replenishment and wholesale drops (autonomous).
Decides delivery routing and dispatch order (autonomous).
Consulted on range and pricing; Mara Holt decides.

Evaluation

Metrics and Monitoring

Morning dispatch on-time rate; stockout incidents across both shops; wholesale book against the cap.

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Head of Operations.md

---
type: role
role-keeper: "[[Jonas Keller]]"
for-domain: "[[Bakery Operations]]"
version: "1.0"
decision_date: 2026-09-10
review_date: 2027-03-10
created_at: 2026-09-17
---

## Purpose

### Driver

With two shops, a delivery run and a growing wholesale book, [[Bakery Operations]] needs
one person who holds the day-to-day together — so [[Mara Holt]] can stay in the
[[Bakehouse]] in the mornings instead of on the phone.

### Requirement

A single role that owns daily coordination across the shops, [[Deliveries]] and
[[Wholesale]], and chairs the [[Daily Production Sync]] when the owner is baking.

## Description

The Head of Operations runs [[Bakery Operations]] end to end: the shop managers, the
delivery team and the wholesale account report through this role. It keeps the
[[Daily Replenishment Flow]] moving, sequences wholesale enquiries under the
[[Wholesale Capacity Cap]], and is the first escalation point when a dispatch slips.

Held by [[Jonas Keller]] since September 2026 — see
[[Jonas Keller Leads Operations]] for the decision that created the role.

## Concerns

Morning dispatch punctuality, the balance between shop replenishment and wholesale volume,
and keeping the coordination load off the [[Head Baker]].

## Accountabilities

- Run the [[Daily Production Sync]] when the [[Head Baker]] is baking.
- Keep the two shops, [[Deliveries]] and [[Wholesale]] coordinated day to day.
- Hold the [[Wholesale Capacity Cap]] and sequence enquiries at the limit.

## Decision Rights

- Decides daily trade-offs between shop replenishment and wholesale drops (autonomous).
- Decides delivery routing and dispatch order (autonomous).
- Consulted on range and pricing; [[Mara Holt]] decides.

## Evaluation

### Metrics and Monitoring

- Morning dispatch on-time rate; stockout incidents across both shops; wholesale book
  against the cap.