Director of Operations

Role Overview

This position leads end-to-end operational performance for retail centers and business units in Gurugram. The role is focused on building consistency, improving financial outcomes, and ensuring an excellent customer experience while supporting the company’s growth plans.

Operational Excellence and Standardization

You will manage day-to-day operations across all retail centers and business units, making sure that standard operating procedures are followed closely, service quality stays consistent, and core processes are uniform across locations.

Financial Ownership and P&L Management

The role carries full accountability for the profit and loss statement. You will work to control budgets and expenses, improve center-level return on investment, and strengthen EBITDA margins while preserving a strong guest experience.

Growth, Expansion, and Partnerships

You will help drive expansion by supporting new formats, new center launches, and city rollouts. The role also includes assessing market opportunities and identifying profitable brand or franchise partnerships that can support sustainable growth.

Customer Experience Leadership

A key part of the job is to standardize and enhance the in-center customer journey. The goal is to improve retention, loyalty performance, and Net Promoter Score outcomes through a more consistent and engaging experience.

Team Leadership and Culture

You will guide and develop regional teams and department leaders, creating a culture that is accountable, performance-led, and centered on key metrics. Strong leadership and coaching will be essential in building a high-performing organization.