Company Description
Sbarro India, operated by Upper Crust Foods Pvt. Ltd., brings the authentic New York Style Pizza experience to customers through 30+ locations across 5 cities, including Mumbai.
The head of Operations is responsible for overseeing end-to-end operations of multiple QSR outlets, ensuring operational excellence, profitability, brand compliance, customer satisfaction, and team performance across all locations. The person will also play a critical role in shaping Sbarro's growth strategy, new market development, product portfolio and other non-operational responsibilities.
The candidate should have a detail-oriented, problem-solving approach and be comfortable working with leaders and peers across departments to drive the sales and operations team forward in our goals.
Responsibilities
Operations Management
- Lead and manage day-to-day operations of all QSR outlets across regions.
- Ensure smooth functioning of stores as per brand standards, SOPs, and food safety norms.
- Drive operational efficiency, cost control, and productivity improvement.
Business & Financial Performance
- Take ownership of the P&L, finding opportunities to increase both the top line and the bottom line in a systematic approach.
- Achieve revenue, profitability, and cost targets (Food Cost, Labour Cost, OPEX).
- Monitor and improve on P&L for all outlets
- Implement strategies to improve sales, average ticket size, and customer footfall.
People Management
- Lead, mentor, and develop Area Managers, Store Managers, and operations teams.
- Ensure manpower planning, hiring support, training, and performance management.
- Drive employee engagement, retention, and succession planning.
Quality, Hygiene & Compliance
- Ensure strict adherence to food safety, hygiene, FSSAI norms, and statutory compliance.
- Conduct regular audits for quality, service, hygiene, and safety standards.
- Address customer complaints and ensure high levels of guest satisfaction.
Supply Chain & Inventory Control
- Coordinate with supply chain, procurement, and warehouse teams for uninterrupted supply.
- Monitor inventory levels, wastage, shrinkage, and vendor performance.
- Ensure effective stock control and minimize losses.
Process Improvement & Expansion Support
- Develop and implement SOPs, process improvements, and best practices.
- Support new store openings, launch activities, and stabilization of new outlets.
- Analyze operational data and MIS to drive continuous improvement.
Stakeholder Management
- Coordinate with support functions such as HR, Finance, Marketing, and Training.
- Act as the key link between corporate leadership and field operations.
Qualifications
- 15+ years of experience in the F&B industry
- Experience in multi unit operations
- Strong leadership and staff management skills
- Experience in process improvement, operational strategy, and resource management
- Strong organizational and communication skills
- Comfort working with multiple groups within business
- Experience in working with franchise partners is appreciated but not required
- Experience in the Pizza business is appreciated but not required.
Location Mumbai
