City Ops Head

Job Description:

The incumbent will be responsible for driving city-level growth through strategic planning, operational excellence, and customer satisfaction. This role oversees end-to-end city operations, including marketing initiatives, team management, cost optimization, compliance, and new store launches, ensuring alignment with business goals and delivering a seamless consumer experience.

Promote City Growth

• Suggest and implement city-level initiatives to attain business targets and growth.
• Responsible for process excellence across the city units, thereby guaranteeing constant renewal of SOPs in order to reduce wastage and cost and increase customer satisfaction and profitability.
• Collaborate with the marketing team and relevant stakeholders to generate ideas for increasing the market share of company's PODs in the city. Create a thorough execution plan and implement the same.
• Collaborate with the marketing team to implement ATL and BTL activities across the city in order to increase the user base.
• Achieve the set metrics from the delivery standpoint to ensure a higher restaurant rating. Conduct gap analysis and action plans in case of failing to meet set metrics.
• Establish customer service norms within the city and ensure the complaints are within targets by organizing regular training and process audits.

Ensure Customer Satisfaction

• Interact with the Fleet Ops team to determine ways of reducing the time taken to deliver.
• Implement ATL & BTL marketing activities to enhance consumer acquisition.

City Operations Management

• Create the checks and balances to ensure a proper inventory is maintained by all teams. Devise ways to identify any deviation and rectify.
• Conduct reviews with the cluster managers and unit managers on a periodic basis to assess the health of the clusters/units they manage.
• Check the audit reports of all units/clusters to ensure safety and adherence to hygiene parameters. Conduct audits across the city to assess the operations.
• Track and analyze metrics to ensure a reduction in food wastage and food costs and an SLA for preparation and delivery time and to increase opportunities for profitability and customer satisfaction.
• Ensure all expenses in the city are within the budget and identify plans to reduce operational costs, manpower costs, and packaging/delivery costs, as well as eliminate unnecessary costs.
• Ensure adherence to all statutory compliances (FSSAI standards, government or municipality norms, etc.) across the city.
• Liaise with the finance team in case of any fluctuations/deviations in expenses and stock levels.
• Interact with external stakeholders, government officials, corporate tie-ups, etc. in case of escalations, if any.
• Responsible for internal control systems being followed properly (bill submission/reporting number/process adherence, etc.).   

People and Performance Management

• Responsible for recruiting, orienting, and coaching employees and setting expectations for work processes and behaviors and conducting periodic reviews to mentor the team.
• Control attrition by ensuring the implementation of frequent R&R activities, incentive plans, periodic training, and engagement programs for the employees.
• Set up a grievance redressal mechanism for employees to approach in case of any issues.

Safety (people & food)

• Ensure compliance with all necessary food safety regulations. Ensure basic hygiene is in place. Identify and implement innovative solutions to aid food safety.
• Ensure the safety/risks are highlighted and safe behavior is displayed within the PODs. Tracking safety scorecard to correct the near misses and review RCA for safety and developing corrective and preventive action (CAPA).

NSO (new Store Openings)

• Execute the launch plan in alignment with the AOP, identify the processes that can derail the plan, and bridge barriers for the team by collaborating with cross-functional teams. Ensure the hiring of the people for the new store. Ensure equipment readiness.
• Monitor the performance in the new cities/new areas and work with the marketing team to coordinate marketing inventory to boost growth.