Operations Head

Reports To: CEO / COO / Head of Retail Operations

Position Overview

The Operations Head QSR Desserts (Pan-India) is responsible for driving operational excellence, profitability, and brand growth across all dessert/QSR outlets nationally. This role leads multi-city operations teams, ensures adherence to brand standards, oversees new store openings, manages supply chain coordination, and enhances customer experience while maintaining the highest levels of quality, compliance, and efficiency.

Key Responsibilities

1. National Operations Leadership

• Oversee end-to-end operations across all QSR dessert outlets in India.
• Create and implement nationwide operational strategies aligned with brand goals.
• Drive store-level performance, productivity, and profitability across regions.

2. Performance & Profitability Management

• Monitor outlet P&L, food cost, labor cost, wastage, and operational KPIs.
• Design action plans to improve sales, reduce operational costs, and increase EBITDA.
• Analyse business trends and execute growth strategies for underperforming markets.

3. SOP & Quality Compliance

• Implement and continuously improve SOPs for store operations, hygiene, food safety, and service quality.
• Conduct scheduled and surprise audits for compliance with FSSAI and company standards.
• Ensure consistent taste, quality, product presentation, and service across all outlets.

4. Team Leadership & Development

• Lead and mentor area managers, regional managers, training teams, and store managers.
• Build strong regional leadership pipelines and succession planning models.
• Conduct regular performance reviews, training programs, and capability-building initiatives.

5. Expansion & New Store Rollouts

• Lead pan-India new store planning, location evaluation, and operational readiness.
• Oversee pre-opening activities: recruitment, training, supply-chain alignment, equipment installation, trial runs.
• Ensure smooth and timely launch of new outlets in collaboration with Projects, Marketing, and HR teams.

6. Supply Chain & Vendor Coordination

• Work closely with procurement and SCM to maintain product availability, freshness, and cost efficiency.
• Resolve supply issues, optimize inventory, and manage vendor SLAs.
• Support development of new product lines and ensure operational feasibility.

7. Customer Experience & Brand Standards

• Drive superior customer service scores across channels.
• Implement VOC (Voice of Customer) systems and improve operational touchpoints.
• Ensure brand consistency across in-store experience, product delivery, and digital orders.

8. Technology & Process Optimization

• Oversee deployment and usage of POS, CRM, inventory, and operations tech.
• Identify opportunities for automation, digital adoption, and workflow improvement.

9. Compliance, Safety & Risk Management

• Ensure 100% compliance with statutory, labor, health, and safety regulations.
• Establish crisis management SOPs for operational disruptions.

Key Skills & Competencies

• Strong leadership and team management
• Multi-unit QSR operations management
• Financial acumen & P&L ownership
• Expertise in food safety & quality management
• Operational excellence and process optimization
• Strong analytical and decision-making abilities
• Excellent communication and stakeholder management
• Experience in rapid-scale retail/QSR environments

Education & Experience Requirements

• Bachelors degree in Hospitality Management, Business Administration, or related field; MBA preferred.
• 1018 years of experience in QSR, desserts, caf, or food retail industry.
• At least 5+ years in a national or multi-region operations leadership role.

Success Metrics

• Same Store Sales Growth (SSSG)
• Operational cost efficiency
• Food cost & wastage control
• Customer satisfaction and NPS scores
• Reduction in operational deviations/non-compliance
• Expansion success rate and time-to-launch
• Team retention and capability development

Location-Lower Parel, Pan India