Role & responsibilities

The Operations Manager will be responsible for the overall performance, profitability, and operational discipline of all 9 Pink Box outlets, along with any additional outlets opened in the future. The role requires a hands-on leader who can build systems, lead teams, and ensure consistent execution across every location.

Key responsibilities include:

- Oversee daily operations across all Pink Box outlets and ensure stores function smoothly, efficiently, and in accordance with company standards.
- Regularly visit outlets, spend time observing actual operations, and conduct surprise checks covering cash tills, sales records, inventory, hygiene, customer service, staff discipline, and product display.
- Create, document, update, and implement Standard Operating Procedures for store operations, order handling, customer service, billing, inventory, dispatch, hygiene, reporting, and other key processes.
- Train teams on company SOPs and ensure that procedures are followed consistently across every outlet.
- Lead, motivate, and guide store managers and team members while building accountability, discipline, ownership, and a positive work culture.
- Monitor the P&L; and profitability of each outlet, including sales, expenses, labour productivity, wastage, discounts, food cost, and other controllable costs.
- Review and thoroughly verify daily sales reports across Petpooja, cash, cards, UPI, Zomato, Swiggy, the Pink Box website, and other ordering channels.
- Be well versed with Petpooja and use its reports to analyse sales, product performance, payment reconciliation, discounts, inventory movement, and outlet-level performance.
- Build reliable systems and dashboards for tracking inventory, sales, wastage, expenses, transfers, customer feedback, team performance, and store-level KPIs.
- Ensure accurate tracking and reconciliation of raw materials, packaging materials, finished goods, stock transfers, sales, and closing inventory.
- Identify and control wastage, pilferage, theft, excess consumption, unexplained stock differences, and reporting discrepancies.
- Coordinate continuously with the central kitchen to align production with outlet demand, sales trends, stock requirements, dispatch schedules, and seasonal fluctuations.
- Work with the kitchen team to calculate and update food costs for all products and recommend measures to improve margins without compromising product quality.
- Monitor Zomato, Swiggy, Google, and other customer-facing platforms for sales performance, ratings, reviews, cancellations,



complaints, and operational issues.
- Ensure customer concerns are addressed promptly, recurring complaints are investigated, and corrective action is implemented at the relevant outlet.
- Review outlet expenses regularly and identify unnecessary, repetitive, unsupported, or suspicious expenditure.
- Prepare structured daily, weekly, and monthly reports for the management covering sales, profitability, inventory, customer feedback, operational issues, corrective actions, and progress against targets.
- Identify staffing requirements, assist with recruitment, support onboarding, and train existing and new employees according to Pink Box service and operational standards.
- Understand the difficulties faced by outlet teams, resolve genuine operational challenges, and hold teams accountable where processes or standards are not followed.
- Maintain strong coordination between outlets, the central kitchen, dispatch teams, customer support, finance, HR, and management.
- Support recent outlet openings, including manpower planning, training, inventory setup, SOP implementation, operational readiness, and post-launch performance monitoring.
- Identify business development opportunities to increase outlet sales, improve customer retention, strengthen local partnerships, and expand corporate, institutional, and neighbourhood business.
- Recommend improvements in products, processes, customer experience, technology, staffing, delivery systems, and store operations.
- Take ownership of operational problems and follow them through until they are properly resolved, rather than only reporting them.

The purpose of this role is not merely to manage daily issues. The Operations Manager is expected to develop repeatable systems, control costs, improve margins, maintain service quality, and create scalable processes that support future growth. These are core objectives of modern operations management across multi-location businesses.

Preferred candidate profile

We are looking for a highly capable and hands-on Operations Manager with strong experience in managing multiple outlets within the bakery, caf, restaurant, QSR, food retail,



or hospitality industry.

The ideal candidate should have:

- Proven experience managing multiple food and beverage outlets, preferably within Delhi NCR.
- Strong knowledge of store operations, P&L; management, inventory control, food cost, wastage control, customer service, and team management.
- Practical experience using Petpooja, including sales reports, payment reconciliation, menu management, discounts, inventory, and performance analysis.
- Strong ability to create SOPs, reporting systems, checklists, audit formats, dashboards, and operational controls from the ground up.
- Experience managing Zomato, Swiggy, Google reviews, online ratings, customer complaints, and aggregator performance.
- Strong leadership skills with the ability to motivate teams, enforce accountability, resolve conflict, and improve underperforming employees and outlets.
- Good numerical and analytical ability, with confidence in reviewing sales reports, expenses, stock records, food costs, and outlet-level profitability.
- Strong command of Excel or Google Sheets for reporting, analysis, reconciliation, and performance tracking.
- A problem-solving mindset and the ability to make quick, practical decisions during operational challenges.
- High integrity and attention to detail, particularly when handling cash, expenses, stock, discounts, and financial reporting.
- Willingness to travel frequently between all existing and future Pink Box outlets and conduct regular as well as unannounced inspections.
- Ability to coordinate effectively with store teams, chefs, central kitchen, dispatch, finance, HR, vendors, aggregators, and senior management.
- Experience in opening new outlets, hiring and training store teams, or supporting business expansion would be a strong advantage.
- A strong customer-first approach, combined with the commercial judgement required to protect profitability.
- Clear written and verbal communication skills in English and Hindi.
- The maturity to take complete ownership of results without requiring constant follow-up.

A formal degree may be beneficial, but proven operational experience, leadership ability, system-building skills, and measurable results in the food and beverage industry will be given greater importance. Strong operations leaders typically combine process discipline, financial understanding, team leadership, technology usage, and continuous improvement rather than focusing only on day-to-day firefighting.

📌 QSR Operaions manager (New Delhi)
🏢 Pink box
📍 New Delhi