City Head Operations Full Time

CITY HEAD – OPERATIONS (MUMBAI)

Function: Operations Leadership

Reports to: COO / President

Location: Mumbai (On-ground across all outlets)

Level: Senior Leadership (10–12 years experience)

ROLE PURPOSE

Own and drive end-to-end operational performance for the Mumbai market, with complete accountability for outlet operations, team leadership, operational discipline, customer experience, and city-level P&L performance.

This role will function as the City Head for Mumbai and will be responsible for building a scalable operating structure that supports growth, consistency, and profitability across the outlet network.

KEY RESPONSIBILITIES

• Own Mumbai city operations across all outlets, including revenue, food cost, labour cost, and outlet-level profitability.

• Lead and manage Area Managers and Store Managers across the city network.

• Drive operational excellence through strong SOP implementation, audit systems, training structures, and review mechanisms.

• Establish strong daily, weekly, and monthly operational review rhythms with Area Managers backed by data and performance metrics.

• Ensure smooth execution of new outlet launches including manpower planning, training, operational readiness, and launch stabilization.

• Drive customer experience standards, complaint resolution, hygiene compliance, and service consistency across all outlets.

• Partner closely with Growth, Kitchen, QA, and HR teams to ensure alignment between business, operations, and people objectives.

• Ensure operational discipline and accountability across attendance, manpower deployment, scheduling, inventory practices, and reporting systems.

• Drive adoption and accuracy across operational systems including Petpooja, Barometer, Keka, audit trackers, and operational dashboards.

• Build and strengthen second-line leadership within the city operations structure.

MUST HAVE

• 10–12 years of experience in multi-outlet QSR / F&B / hospitality operations.

• Minimum 5+ years in a Regional Head / City Head / Senior Operations leadership role.

• Strong experience managing 15–30+ outlets within a single city or cluster.

• Proven P&L ownership and operational management capability at city/network level.

• Strong leadership capability with experience managing Area Managers and Store Managers.

• Hands-on operator with strong on-ground involvement and execution focus.

• Strong understanding of operational systems, reporting, manpower planning, and process management.

• Comfortable working with operational technology platforms and dashboards.

GOOD TO HAVE

• QSR / cloud kitchen scaling experience.

• Experience handling high-growth brands and multi-outlet expansion.

• Strong understanding of aggregator-led business models (Swiggy / Zomato).

• Experience building operational frameworks and scalable city structures.

SUCCESS METRICS / KPIs

• Same-store sales growth and outlet profitability.

• Food cost %, labour cost %, and city EBITDA performance.

• Outlet audit scores and operational compliance.

• Customer ratings, complaint resolution metrics, and service consistency.

• Store Manager and Area Manager retention/stability.

• New outlet launch readiness and stabilization timelines.

• Operational discipline across manpower, attendance, reporting, and execution standards.