Job Description: Manager Training & Operations Excellence, Poetry by Love & Cheesecake
Role: Manager Training & Operations Excellence
Location: Mumbai
Experience: 8 12 years (flexible)
Reporting to: Head of Operations / Business Head (dotted line to HR)
Scope: All cafs (multi-site) + Central Kitchen interfaces
About the company:
BrewWorks Pvt Ltd. owns and operates 22 all-day cafes and dessert stores across Mumbai and Pune under the brand names of Love and Cheesecake, and Poetry. BrewWorks is being built for the long-run. It has scaled to its current footprint and whilst being profitable every year for the last 13 years. The company's brands focus on providing the best assortment (more than 70 flavors), highest quality and omni-channel delivery (stores, aggregators, own delivery force). The company is now charting its next stage of growth and looking to bring onboard a set of core team members to drive this transformation.
Role Summary
Own the end-to-end capability engine for caf teams - induction, refreshers, on-floor training, and coaching - while driving operational excellence through audits, dashboards, and review cadences. This role partners with Central Kitchen, Dispatch, HR, Marketing, and Operations leaders to codify standards, build skill, and ensure consistent execution across cafs.
Key Responsibilities
- Training Strategy & Calendar: Build and run the monthly/quarterly training plan (induction + role-based refreshers + seasonal readiness).
- Induction & Onboarding Rigor: Own training journey for new joiners (FOH/BOH/Store Managers) - content, schedules, sign-offs, and readiness checks.
- On-Floor Capability Building: Deliver store-based trainings (service behaviors, product knowledge, quality, safety, upsell routines); coach through observation and feedback.
- Content, Playbooks, Digital Learning Assets (SME-led): Work with SMEs across Central Kitchen, Ops, HR, Marketing, and Delivery to create/update SOPs, product guides, service standards, and launch toolkits.
- Audit & Standards: Run hygiene/SOP/service audits; publish action plans; track closure discipline and repeat-gap reduction.
- Dashboards & Reviews: Own training + compliance dashboards (coverage, completion, audit scores, closure); run weekly reviews and drive actions with caf leaders.
- New Launch & Peak Readiness: Ensure training and certification for seasonal pushes, new products, campaigns, and new caf openings (readiness checklists + pre/post checks).
- Capability Metrics & Continuous Improvement: Identify capability gaps via data and store observations; redesign modules and coaching routines to improve outcomes.
Success Measures (KPIs)
- Induction completion % within defined timelines; time-to-productivity (new joiners)
- Training coverage % (role-wise) + refresher completion %
- Product knowledge and service standards assessment scores
- Audit score improvements (SOP/hygiene/service) and action closure % within timelines
- Reduction in repeat audit gaps and incident rates (where tracked)
- Improvement in guest ratings linked to service behaviors (where tracked)
- Launch readiness completion % and post-launch execution quality
Eligibility Criteria
- 812 years in QSR/caf/retail training + ops excellence (multi-site preferred)
- Strong facilitation + on-floor coaching capability (FOH + BOH exposure ideal)
- Good discipline with audits, documentation, and closure tracking
- Comfortable with dashboards, data reviews, and cross-functional coordination
- High ownership; practical, no-fluff approach; strong communication in a fast-paced environment
