Manager Central operations

Dil Foods; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Dil Foods is seeking a Manager, Operations Control Tower to oversee daily order fulfillment across cloud kitchens in Bengaluru and multiple cities. You will monitor live operations, identify failures before customers are affected, and implement process improvements to close gaps.

You will lead a small team of control tower analysts, coordinate with city heads, and ensure SLA compliance through data-driven decisions and proactive escalation.

Qualifications

• 6 to 10 years in operations with multi-outlet or multi-city experience.
• Experience running a live command centre or control tower.
• Strong knowledge of food-delivery metrics: KPT, order-to-door time, cancellations, refunds, ratings.

Responsibilities

• Run the live control tower dashboard across outlets and manage order flow.
• Track metrics hour by hour and reallocate load to avoid SLA breaches.
• Lead start-of-day and end-of-day leadership briefs with root-cause analysis and action plans.
• Manage real-time exceptions like stock-outs, outages and weather impacts.
• Design and rollout standard processes, checklists and escalation matrices.

Skills

Live control tower

Real-time monitoring

SQL

BI tools

Root-cause analysis

Team leadership

Communication

Education

Bachelor's degree

MBA/PGDM preferred

Tools

SQL

Power BI

Looker

Tableau

Job description

Job Description: Manager, Operations Control Tower

Oct 6, 2026 · @Dilfoods

Role overview

Dil Foods is hiring a Manager, Operations Control Tower to be the single point of command for daily order fulfillment across all our cloud kitchens and cities. You will watch live operations, catch failures before customers feel them, and close the process gaps that cause repeat misses.

• Reports to: Head of Operations / Business Head
• Works with: City Heads, outlet and kitchen managers, supply chain, tech and product, customer support, delivery and aggregator partners
• Location: Bangalore with coverage of Bangalore, Hyderabad, Chennai, Pune, Mumbai and Delhi
• Team: Control tower analysts / shift controllers (to be hired and led)
• Working pattern: Peak-hour coverage (lunch and dinner) with a rotating weekend roster

Key responsibilities

Daily fulfillment command

• Run the live control tower dashboard across outlets: order intake, kitchen prep, rider assignment, dispatch and delivery.
• Track order backlog, kitchen load, rider availability and delivery delays hour by hour; reallocate load, pause or throttle outlets, and trigger escalations before SLAs breach.
• Own the daily start-of-day and end-of-day operations briefs for leadership, with misses, root causes and next-day actions.
• Manage real-time exceptions: stock-outs, item unavailability, kitchen downtime, aggregator or app outages, weather and rider shortages.

Process gaps and continuous improvement

• Run root-cause analysis on repeat failures such as late orders, wrong or missing items, cancellations, refunds and poor ratings; own the corrective action log until closure.
• Audit adherence to SOPs for prep, packing, handover and hygiene, and flag gaps to City Heads and outlet managers.
• Design and roll out standard processes, checklists and escalation matrices; remove manual handoffs through automation with tech and product.
• Run weekly process review forums with city and outlet teams and track action closure.

Ops metrics and reporting

• Define, maintain and publish the operations metrics framework (see KPIs below) with a single source of truth for every metric.
• Build and maintain dashboards and alerts in partnership with the data team; ensure data accuracy across POS, aggregator and delivery systems.
• Produce weekly and monthly performance reviews by city, outlet and brand, including outlet ranking and trend analysis.
• Convert data into decisions: flag underperforming outlets, forecast demand-driven staffing and inventory needs, and size the impact of fixes.

Partners and stakeholders

• Monitor aggregator, logistics and full-filling restaurant partner performance against agreed SLAs; escalatate and drive resolution.
• Be the first escalation point for City Heads during peak hours and coordinate with customer support on high-impact complaints.
• Partner with supply chain on inventory availability and with finance on cost-of-failure impact (refunds, wastage, discounts).

Team leadership

• Hire, train and roster control tower analysts and shift controllers; set clear shift handover protocols and performance expectations.

KPIs this role owns

Targets below are indicative starting points; calibrate them to current baselines before hiring.

Area

Metric

Indicative target

Speed

On-time delivery (within promised ETA)

92%+

Speed

Average kitchen prep time (KPT)

Within brand SLA, e.g. under 15 min

Speed

Order-to-door time

Within brand SLA by city

Quality

Order accuracy (no missing or wrong items)

98%+

Quality

Customer rating (aggregator and app)

4.2+

Reliability

Order cancellation rate (kitchen-attributed)

Under 2%

Reliability

Outlet uptime during operating hours

98%+

Reliability

Item availability / stock-out rate

Under 3% of menu at peak

Cost

Refund and compensation as % of GMV

Under 1.5%

Cost

Food wastage %

Under 3%

Process

SOP and audit compliance score

90%+

Process

Corrective actions closed within SLA

90%+

Control tower

Escalations acknowledged within 10 min at peak

95%+

Qualifications and skills

Required

• 6 to 10 years in operations, with at least 3 years running multi-outlet or multi-city operations in cloud kitchens, QSR, food delivery, quick commerce or logistics.
• Proven experience running a live command centre or control tower: real-time monitoring, escalation handling and shift-based coverage.
• Strong working knowledge of food-delivery metrics: KPT, order-to-door time, cancellations, refunds, ratings and aggregator performance.
• Hands-on analytics: advanced Excel or Google Sheets, plus SQL and a BI tool such as Power BI, Looker, Metabase or Tableau.
• Track record of root-cause analysis and process improvement using methods such as 5 Whys, Pareto or Lean.
• Experience managing and developing a team of 3 or more, and influencing City Heads and outlet managers without direct authority.
• Clear written and verbal communication, and calm decision-making under peak-hour pressure.

Preferred

• Experience with Swiggy, Zomato or ONDC partner dashboards, POS and kitchen display systems.
• Exposure to automation, workflow tools or basic Python and APIs for alerting.
• Fluency in English and Hindi; additional regional languages are a plus.

Education

• Bachelor's degree in any discipline; MBA or PGDM in operations, supply chain or business analytics is preferred.