Operations Head

ALTRAIZE; Delhi; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

ALTRAIZE in Delhi is seeking a Head of Operations to own end-to-end performance across all Reelscafe outlets, driving unit-level P&L, SOP adherence, and superior customer experience.

You will lead multi-unit operations, analytics dashboards, local store marketing, and cross-functional collaboration, while coaching outlet managers to build future leaders.

Qualifications

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

Responsibilities

• Own unit-level P&L across all outlets
• Drive same-store sales growth through operational excellence
• Oversee day-to-day operations across all outlets
• Ensure SOP adherence and implement scorecards
• Lead manpower planning and hiring with HR
• Develop dashboards to track KPIs
• Plan local store marketing and community engagement
• Collaborate cross-functionally with Training, QA, Marketing, Supply chain
• Coach outlet managers to build future leaders
• Monitor customer experience and service standards

Skills

F&B operations

P&L ownership

Leadership

Data-driven

Outlets management

Job description

Role Overview

Head of Operations will own end-to-end performance across all Reelscafe 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

• 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
• 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
• 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
• 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
• 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
• 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
• 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