Operations Head

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