Operations Excellence

Company Overview

(Company overview details not specified.)

Job Summary

The Operations Excellence role is pivotal in ensuring that operational standards that define the Theobroma guest experience are consistently met across all outlets. The incumbent will play a crucial role in merging guest experience, process design, people enablement, and data-driven decision-making to create a benchmark for excellence within the organization.

Responsibilities

• Store Standards & Upkeep

  • Set and enforce hygiene and maintenance standards; build an internal audit cadence to identify gaps before they impact guest experience.
  • Lead visual merchandising and in-store communication standards in partnership with the marketing team.
  • Oversee outlet redesign and infrastructure upgrade projects in collaboration with the projects and design team.

• Digital Enablement & Process Automation

  • Drive Contact Centre Automation, Digital Checklists, and Dynamic Discounting initiatives as part of the digital enablement roadmap.
  • Identify and implement technology solutions that reduce manual efforts at the store level and improve real-time visibility for operations management.
  • Partner with IT and Analytics teams to build operational dashboards that enable data-driven decision-making at store, cluster, and national levels.

• Cost Efficiency & Outlet Maintenance

  • Lead cost efficiency initiatives across energy savings and equipment efficiency — identifying opportunities to reduce the operational cost base without compromising guest experience.
  • Build a proactive outlet maintenance program that minimizes downtime, reduces reactive repair spend, and extends asset life.
  • Own the Quality, Health, Safety & Environment (QHSE) framework including audits related to QHSE, processes, and inventory.

• Demand Forecasting & Supply Readiness

  • Collaborate with Supply Chain and Production teams to build a demand forecasting capability that reduces wastage and ensures product availability.
  • Develop and maintain a standardized operating framework that can be efficiently replicated as the company scales into new cities and formats.

• People, Training & Capability Building

  • Define operational competency standards for store teams and work with the Learning & Development function to embed training that delivers measurable behavioral change.
  • Build leadership talent in operations by preparing successors for critical operational roles.
  • Design and execute the People Relook program for store-level teams in partnership with HR and Learning & Development.

• Controls, Governance & Reporting

  • Strengthen the internal audit framework across QHSE, Process, and Inventory dimensions.
  • Build and own the Operational Metrics & Dashboard, providing the COO, CEO, and Board with a clear, real-time view of operational health.
  • Ensure all operational processes are compliant with regulatory, food safety, and brand standards.

Qualifications

• 12 – 18 years of progressive operations experience, with at least 5 years in a multi-unit leadership role in Food & Beverage (F&B) or Quick Service Restaurant (QSR).
• Proven track record of designing and implementing operational standards at scale, ideally across 300+ outlets.
• Experience owning and improving mystery audit/quality audit programs.
• Hands-on experience with operational technology including digital checklists, contact centre tools, and demand planning systems.
• Prior Profit and Loss (P&L) accountability or exposure to cost efficiency and operational budgeting.
• Educational Qualifications: Graduate in any discipline (required); MBA or equivalent postgraduate qualification preferred.

Preferred Skills

• Certifications in Food Safety (FSSAI), QHSE, or Lean/Six Sigma are strongly preferred.
• Familiarity with SQL or Business Intelligence (BI) tools to support data-driven decision-making.

Experience

• Minimum of 12 – 18 years of experience in operations, with a focus on multi-unit leadership in the F&B or QSR sector.

Environment

• The role is typically based in Mumbai, with travel required to various outlet locations.

Salary

(Salary details not specified.)

Growth Opportunities

(No specific growth opportunities provided.)

Benefits

(No specific benefits mentioned.)