Head of Operations

Head of Operations

Function

Operating Leadership

Reports to

COO / President

Location

On-ground across Mumbai outlets

Level

Senior (10–15 years)

Role Purpose

Own end-to-end operational performance and P&L delivery for the 15-outlet Mumbai network. Build the operating discipline, team and standards that make Mumbai the proof point for national expansion. This role replaces the earlier Operations Manager scope with a senior, P&L-owning mandate.

Key Responsibilities

•    Own Mumbai outlet network P&L — revenue, food cost, labour cost, EBITDA.

•    Lead and develop 3 Area Managers (Aditya Waghdhare + 2 new hires) and 15 Store Managers.

•    Build the operating playbook — SOPs, audit framework, training cadence, outlet opening process.

•    Drive a daily, weekly and monthly review rhythm with Area Managers grounded in data.

•    Lead all outlet openings — site visits, manpower planning, equipment readiness, soft launches.

•    Partner with the Head of Growth on aggregator performance, promotions and local marketing activation.

•    Partner with Brand Chef on outlet kitchen quality, training calendars and chef rotations.

•    Liaise with F&S Hygiene Managers on audit compliance and corrective action discipline.

•    Inherit and drive data integrity across outlets — Petpooja, Barometer, Keka, checklists.

Must Have

•    10–15 years of multi-outlet F&B / QSR operations; 5+ years as Head of Operations, Regional Manager or City Head.

•    Demonstrated experience managing 15–30+ outlets in a single city or cluster.

•    Strong P&L ownership track record at outlet network level.

•    Strong people leader — can build, retain and develop Area Managers and Store Managers.

•    Hands-on, on-ground operator — not a desk operator.

•    Comfortable with operating technology (Petpooja, Barometer, KDS, BI dashboards).

Good to Have

•    Cloud kitchen or premium delivery background.

•    Experience scaling a network from 10 to 50+ outlets.

•    Direct aggregator (Swiggy / Zomato) partnership experience.

Success Metrics / KPIs

•    Same-store sales growth and new-store ramp-up speed.

•    Food cost %, labour cost %, store-level EBITDA.

•    Manpower attrition; Store Manager retention.

•    Customer rating, complaint rate, audit scores.

•    Outlet opening on-time / on-budget rate.