Senior Operations Manager - South

About the Role

Chai Point is seeking a dedicated Senior Operations Manager to oversee regional retail store performance in Gurugram. This role entails full ownership of the region's Profit & Loss, with defined accountability for revenue generation, margin enhancement, and overall profitability. The successful candidate will spearhead operational activities, strategic planning, elevate customer satisfaction, and implement marketing initiatives to boost business outcomes. Additionally, the position involves tackling significant business challenges and contributing to both strategy development and execution.

Key Responsibilities

• Accelerate business expansion within the designated region.
• Lead and implement strategic initiatives, market expansion, and operational activities region-wide.
• Initiate and oversee critical business drives such as events and expansion via new store location selections.
• Innovate continuously to foster team cohesion and enhance brand growth.
• Achieve revenue targets, control costs, and comply with company Standard Operating Procedures (SOPs).
• Manage regional P&L, ensuring overall profitability of operations.
• Maintain strict inventory controls to reduce wastage and optimize stock across all stores.
• Enforce compliance with quality benchmarks and food safety protocols to maintain uniform customer experience.
• Lead training, coaching, and employee engagement activities to build capacities within teams in the region.
• Participate as a core team member to contribute to strategic business decisions.
• Drive continuous improvement in key performance indicators like Same Store Sales Growth, Customer Retention, and Net Promoter Score.
• Standardize and monitor SOPs to enhance operational control and efficiency.
• Serve as the primary liaison for aggregator coordination and dispute resolution.
• Collaborate with various departments including marketing, finance, and operations to resolve issues favorably for customers and the company.
• Minimize order modifications and cancellations while improving kitchen prep times.
• Ensure high ratings and quality standards are maintained on all delivery platforms.
• Guarantee 100% operational uptime for all stores across delivery channels.
• Effectively communicate business strategies to store teams to maximize profitability.
• Proactively analyze risks and identify opportunities to inform business leadership.
• Exhibit strategic foresight by conceptualizing and executing comprehensive solutions.

Candidate Requirements

• Possess 8 to 12 years of professional experience complemented by an MBA degree.
• Demonstrate strong organizational capabilities ideal for a fast-growing, dynamic setting.
• Exhibit self-motivation and proactive work habits compatible with rigorous growth demands.
• Prior success managing P&L and leading sizable teams.
• Experience with people-centric operations leadership.
• Proven expertise in inventory oversight, quality assurance, and operational excellence across multiple retail locations.
• Track record of effective training, mentorship, and development of high-functioning teams.
• Forward-thinking approach toward market research and business expansion strategies.
• Able to perform well under tight deadlines.
• Strong leadership in sales and retail operations is essential.
• Customer service excellence orientation.
• Detail-oriented with a process-driven mindset and strong execution skills.
• Additional experience in sales and marketing is advantageous.

Preferred Sector Experience

Prior work experience in Quick Service Restaurants (QSR), fast food outlets, casual dining, fast casual concepts, large retail consumer brands, or food and beverage brands is highly preferred.