Head of Operations

ALTRAIZE; Gurugram District; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

ALTRAIZE is seeking a Head of Operations to own end-to-end performance for all cafe outlets in India. You will drive unit-level P&L, SOP execution, and local market growth while leading teams across outlets.

Accountable for profitability, customer experience, and data-driven decision-making, you will implement systems, performance dashboards and continuous improvement across locations. A strong leadership presence is essential to build future leaders and scale operations.

Qualifications

• Experience in managing multiple cafe outlets or fast-service chains.
• Strong understanding of unit economics and P&L management.
• Ability to design and implement operating systems and SOPs across multiple sites.
• High ownership mindset with focus on execution and accountability.
• Proven leadership and talent development across teams.
• Data-driven approach to decision making and performance tracking.
• Customer-centric mindset with attention to service quality.

Responsibilities

• Own unit-level P&L across all outlets and drive revenue, cost, and profitability targets.
• Oversee day-to-day operations across all cafe outlets with regular audits and performance reviews.
• Ensure strict SOP adherence and implement daily monitoring, checklists, and scorecards.
• Lead manpower planning, hiring in collaboration with HR, onboarding and ongoing performance management.
• Develop dashboards to track KPIs like sales, ticket size, table turns, and customer feedback.
• Plan and execute Local Store Marketing initiatives to increase footfall and repeat business.
• Collaborate cross-functionally with Training, QA, Marketing, and Supply Chain to ensure seamless execution.

Skills

Multi-unit F&B ops

P&L understanding

Systems building

Ownership & execution

Leadership

Analytics

Customer focus

Job description

Job Description

Role Overview

The Head of Operations will own end-to-end performance across all cafe outlets, ensuring operational excellence, profitability, and consistent customer experience. This role is responsible for driving unit-level P&L, people performance, SOP adherence, and local market growth.

Key Responsibilities

1. Business & P&L Ownership

• Own and drive unit-level P&L across all outlets
• Ensure achievement of revenue, cost, and profitability targets
• Optimize food cost, labor cost, and controllables
• Drive same-store sales growth through operational excellence

2. Multi-Unit Operations Management

• Oversee day-to-day operations across all outlets
• Conduct regular outlet visits, audits, and performance reviews
• Ensure consistent customer experience and service standards
• Identify operational gaps and implement corrective actions

3. SOP Execution & Compliance

• Ensure strict adherence to all SOPs across outlets
• Build daily monitoring systems to track compliance
• Implement checklists, audits, and performance scorecards
• Work closely with Training Head to continuously refine SOPs

4. Team Leadership & People Management

• Lead manpower planning across outlets
• Drive hiring in collaboration with HR
• Ensure effective onboarding and continuous performance management
• Build a high-performance culture with accountability
• Coach outlet managers and create future leaders

5. Performance Tracking & Analytics

• Develop and monitor daily, weekly, and monthly dashboards
• Track KPIs such as: Sales per outlet, Average ticket size, Table turns / throughput, Customer feedback & ratings, Wastage & variance
• Drive data-based decision-making

6. Local Store Marketing (LSM)

• Plan and execute local marketing initiatives
• Collaborate with Marketing for campaigns and activations
• Drive community engagement initiatives
• Develop innovative ideas to increase footfall, build neighborhood connect, and create repeat customers

7. Cross-Functional Collaboration

• Work closely with Training & QA Head, Marketing team, Supply chain & procurement
• Ensure seamless execution across functions

Key Skills & Competencies

• Strong multi-unit F&B operations experience
• Deep understanding of unit economics & P&L
• Ability to build systems, not just manage people
• High ownership and execution focus
• Strong leadership and team-building capability
• Data-driven mindset with sharp analytical ability
• Customer-first thinking with attention to detail

Experience

• 8–15+ years in F&B / QSR / Café chains
• Proven experience managing multiple outlets
• Experience in scaling operations is highly preferred

Success Metrics

• Outlet profitability
• SOP compliance scores
• Customer satisfaction ratings
• Team retention and productivity
• Sales growth & repeat business