Senior Operations Manager - North

About Chai Point and Role Overview

Chai Point invites driven individuals eager to discover their professional purpose, develop their abilities, and contribute actively in a dynamic and friendly environment. The role focuses on managing Retail Operations for stores in the Gurgaon region with comprehensive ownership over the Profit & Loss and overall operational success.

Key Responsibilities

• Steer business expansion and operational excellence across the assigned region.
• Direct and implement strategies for market growth and regional operations management.
• Lead key initiatives including organizing events and selecting new store locations to stimulate growth.
• Innovate continuously to foster team development and strengthen brand presence.
• Drive revenue targets, control costs, and ensure adherence to company standard operating procedures.
• Serve as a core decision-maker, contributing significantly to strategic planning and execution.
• Consistently enhance key performance metrics such as same store sales growth, customer retention, and Net Promoter Score.
• Maintain and monitor robust SOPs to ensure operational control and consistency.
• Coordinate effectively with delivery aggregators, acting as the primary contact for resolving disputes.
• Collaborate with business leaders across marketing, finance, and operations to resolve conflicts prioritizing customer and company interests.
• Minimize order modifications, cancellations, and kitchen prep durations.
• Ensure high-quality restaurant rankings and listings across all relevant platforms.
• Guarantee 100% store uptime across all delivery channels.
• Communicate business strategies to store teams to maximize returns.
• Evaluate risks and opportunities by comparing actual performance against plans and notify leadership proactively.
• Demonstrate visionary leadership with the capacity to design and execute effective solutions.

Candidate Profile and Requirements

• Possess 8 to 12 years of professional experience combined with an MBA degree.
• Extremely organized, capable of thriving in a fast-paced growth environment.
• Highly self-motivated and energetic to align with the passionate leadership team.
• Proven experience in P&L management and team leadership.
• Adept at anticipating market trends and advancing business development.
• Strong operational expertise supported by a people-oriented approach.
• Experience working under tight deadlines and managing performance pressures.
• Hands-on leadership in retail sales operations.
• Committed to delivering superior customer service.
• Experienced in process-driven work cultures.
• Additional advantage for candidates with sales and marketing background.

Preferred Industry Experience

• Quick Service Restaurants (QSR)
• Fast Food
• Casual Dining and Fast-Casual Concepts
• Large consumer retail brands
• Food & Beverage brands