About Kulcha Patola

Kulcha Patola is a growing Punjabi fusion QSR brand building a scalable, standardised and technology-enabled food-service platform. The business operates through a central commissary-led model, standardised recipes, chef-less outlet processes and a combination of company-operated and franchise-operated outlets.

We are seeking a commercially oriented Brand Operations Manager who can own outlet performance, customer experience, operational standards and brand consistency across the network.

Role Purpose The Brand Operations Manager will ensure that every Kulcha Patola outlet delivers consistent food quality, service, hygiene, customer experience and commercial performance. This is a hands-on, field-intensive role requiring frequent outlet visits, structured audits, team coaching, data analysis and cross-functional problem-solving.

The successful candidate must be comfortable moving between strategic reviews and on-ground execution - from analysing outlet P&Ls; and aggregator metrics to checking portions, storage, equipment readiness and customer service behaviour.

Key Responsibilities

- Multi-Outlet Operations Management

Own day-to-day operational performance across company-owned and franchise-operated outlets.

Ensure consistent implementation of brand SOPs across dine-in, takeaway and delivery channels.

Conduct structured outlet visits, operational reviews and compliance audits.

Identify bottlenecks, define corrective action plans and track closure against clear owners and timelines.

Ensure peak-hour, weekend, campaign and launch readiness across all assigned locations.

Support the setup, opening and stabilisation of new outlets.

- Brand Standards and Customer Experience

Ensure consistent presentation across food, packaging, uniforms, store appearance and customer interactions.

Maintain service standards for order taking, suggestive selling, complaint handling and order handover.

Review customer ratings, feedback and recurring issues across Google, Zomato, Swiggy and direct channels.

Drive corrective actions to improve customer satisfaction, repeat purchase and brand trust.

Ensure a consistent customer experience irrespective of outlet, channel or operating team.

- Food Quality and SOP Compliance

Ensure strict adherence to recipes, product assembly, portion sizes, regeneration processes and serving specifications.

Coordinate with the commissary and product teams to resolve quality, packaging, shelf-life and product-handling concerns.

Monitor thawing, storage, FIFO, expiry, wastage and temperature-control practices.

Enforce food-safety, hygiene, cleaning and pest-control standards.

Document quality deviations and ensure sustainable corrective action.

- Sales and Commercial Performance

Monitor outlet-wise sales, orders, average order value, channel mix, dayparts and category performance.

Identify opportunities to improve dine-in, takeaway and delivery sales.

Drive upselling, cross-selling, add-on conversion and menu recommendation initiatives.

Analyse product performance and recommend pricing, menu, merchandising or promotional interventions.

Work with marketing to ensure campaigns are operationally executable and commercially effective.

Track outlet-level profitability and support improvement in contribution margins.

- Food Cost, Inventory and Wastage Control

Monitor food cost, packaging cost, inventory variance, yields and wastage across outlets.





Ensure compliance with approved indenting, receiving, storage and stock-counting processes.

Investigate shortages, excessive consumption, unauthorised discounts and process leakages.

Coordinate with inventory, procurement and commissary teams to maintain product availability without overstocking.

Implement corrective measures to improve food-cost control and inventory accuracy.

- Team Management and Capability Building

Guide, review and coach Outlet Managers, Store Managers and shift-level teams.

Conduct structured training on SOPs, customer service, product knowledge, hygiene and sales.

Assess team capability and identify outlet-level skill gaps.

Support recruitment, onboarding, performance evaluation and succession planning.

Build a culture of ownership, discipline, accountability and continuous improvement.

- Franchise Operations Management

Act as the primary operational interface for franchise partners after outlet launch.

Ensure compliance with brand, product, pricing, procurement, hygiene and service standards.

Conduct periodic business reviews and communicate deviations with clear closure timelines.

Balance franchise-partner relationships with firm protection of brand standards.

Support franchise launches, team training, handover and post-opening stabilisation.

- Delivery and Aggregator Operations

Monitor outlet performance on Zomato, Swiggy and other delivery platforms.

Track ratings, cancellations, preparation time, stock-outs, menu availability, visibility and payout-related operating metrics.

Improve online order accuracy, packaging, product availability and dispatch readiness.

Ensure promotions, combos, menu prices and operating timings are correctly implemented.

Analyse delivery feedback and resolve repeated product, service or packaging issues.

- Audits, Reporting and Process Improvement

Develop and maintain daily, weekly and monthly operations dashboards.

Report outlet performance, deviations, action plans and closure status to leadership.

Conduct audits covering food quality, hygiene, inventory, service, equipment and financial controls.

Maintain an exception tracker for critical and recurring operational issues.

Recommend improvements in process, technology, equipment, layout and manpower deployment.

Ensure operating decisions are supported by reliable data and root-cause analysis.

- New Outlet Launches

Own operational readiness across manpower, equipment, inventory, packaging, POS, aggregators and vendors.

Coordinate pre-opening training, mock operations and launch checklists.

Lead opening operations and provide intensive support during the stabilisation period.

Conduct post-launch reviews and close initial operational gaps quickly.

Key Performance Indicators

Performance will be assessed through a balanced operating scorecard, including:

- Outlet sales growth and same-store sales performance
- Average order value and add-on conversion
- Food cost, packaging cost and contribution margin
- Inventory variance, yield loss and wastage




- Customer ratings, complaint rate and resolution quality
- Order accuracy, service time and preparation time
- Product availability and stock-out frequency
- Aggregator cancellations and operational metrics
- SOP compliance and audit scores
- Employee productivity, capability and retention
- Franchise compliance and partner operating discipline
- New outlet launch readiness and stabilisation
- Outlet-level profitability and closure of corrective actions

Candidate Profile

Essential Qualifications and Experience

Graduate degree in Hotel Management, Hospitality, Business Administration, Operations or a related discipline.

5-8 years of relevant experience in QSR, café, cloud kitchen, casual dining or organised food retail operations.

At least 2-3 years of experience managing multiple outlets, a cluster or a territory.

Experience with a recognised QSR or organised food-service brand is strongly preferred.

Strong understanding of outlet P&L;, food cost, inventory, audits, customer experience and people management.

Experience managing both company-owned and franchise-operated outlets will be an advantage.

Proficiency in Excel, POS systems, operational dashboards and management reporting.

Willingness to travel frequently across operating and upcoming locations.

Preferred Experience

Commissary-led, frozen-food, central-kitchen or standardised regeneration model.

Launching and stabilising new outlets.

Zomato, Swiggy and delivery-platform operations.

Developing SOPs, audit formats, checklists and training modules.

Franchise operations and franchise-partner management.

Fast-growing, entrepreneurial or early-stage food brands.

Required Competencies

Competency

What Good Looks Like

Operational ownership

Takes end-to-end responsibility and does not stop at reporting issues.

Commercial acumen

Connects operating decisions with sales, costs, margins and unit economics.

Analytical discipline

Uses data, root-cause analysis and structured follow-through.

Execution intensity

Works effectively in high-pressure, field-led and rapidly changing environments.

People leadership

Coaches teams, sets standards and handles difficult performance conversations.

Customer orientation

Protects product quality, service consistency and customer trust.

Process orientation

Builds repeatable systems without losing practical judgment.

Communication

Communicates clearly with outlet teams, franchise partners and leadership.

Ideal Candidate The ideal candidate has grown through store operations and understands the realities of running a QSR outlet from the ground up. The individual should be equally comfortable reviewing a P&L;, inspecting storage and equipment, checking product portions, training an order taker, addressing a franchise partner and presenting a performance review to the founders.

This role requires a combination of solid execution discipline, commercial judgment, customer orientation and the ability to build scalable operating systems.

What the Role Offers A central role in building and scaling an emerging Indian QSR brand.

Direct exposure to founders and senior leadership.

Ownership across brand operations, franchise operations and outlet expansion.

Opportunity to build scalable operating systems rather than merely maintain existing processes.

- Performance-linked growth opportunities as the brand expands.

📌 Head – Brand Operations (Sahibzada Ajit Singh Nagar)
🏢 Kulcha Patola
📍 Sahibzada Ajit Singh Nagar