Operation Head

Senior Head of Operations (Future COO Track)

Role SummaryOwn the end-to-end operations of the business, ensuring every outlet consistently delivers exceptional customer experience, operational excellence, and strong financial performance. This is a leadership role with a clear growth path to COO based on performance.

Key Responsibilities

• Own the P&L and overall operational performance across all stores.
• Build and embed a culture of delivering a consistent “Customer Wow” experience.
• Lead continuous recruitment, training, coaching, and retention of store teams, taking personal ownership of hiring through referrals and networks, without relying solely on HR.
• Personally monitor and respond to customer feedback across Google, Zomato, Swiggy, and in-store channels, driving continuous improvement.
• Ensure excellence in food quality, consistency, hygiene, food cost, inventory, procurement, vendor management, and supply chain.
• Conduct regular store audits, drive operational compliance, and lead new store openings.
• Lead from the front by spending significant time on the shop floor—especially on weekends—interacting with customers, serving orders, coaching teams, and setting the benchmark for hospitality and service standards.

Key KPIs

• Customer Experience: Consistently deliver exceptional customer satisfaction, industry-leading ratings, and minimal complaints.
• People: Build a stable, high-performing team with strong recruitment, retention, and continuous capability development.
• Operations & Profitability: Achieve operational excellence, cost control, and healthy unit economics across all stores.

This communicates that the role isn’t just about managing operations—it is about building culture, leading by example, and creating a customer-obsessed organization, which is exactly what you’d expect from someone who could eventually become COO.