Operations Manager

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