Role Overview
The 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
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