About the role:

The incumbent is responsible for setting, embedding, and continuously improving the operational standards that define the Theobroma guest experience across every outlet, every day. This role sits at the intersection of guest experience, process design, people enablement, and data driven decision-making. The incumbent will be the company's internal benchmark-setter defining what 'great' looks like operationally and building the systems to make 'great' the norm, not the exception.

Key responsibilities

A. Store Standards & Upkeep
- Set and enforce hygiene & maintenance standards; build an internal audit cadence that identifies gaps before they impact guest experience.
- Lead visual merchandising and in-store communication standards in partnership with the marketing team.
- Oversee outlet redesign and infrastructure upgrade projects in collaboration with the projects and design team.

B. Digital Enablement & Process Automation
- Drive contact centre automation, digital checklists, and dynamic discounting initiatives as part of the digital enablement roadmap.




- Identify and implement technology solutions that reduce manual effort at the store level and improve real-time visibility for operations management.
- Partner with the it and analytics teams to build operational dashboards that enable data-driven decision-making at store, cluster, and national levels.

C. Cost Efficiency & Outlet Maintenance
- Lead cost efficiency initiatives across energy savings and equipment efficiency identifying opportunities to reduce the operational cost base without compromising guest experience.
- Build a proactive outlet maintenance programme that minimises downtime, reduces reactive repair spend, and extends asset life.
- Own the qhse (quality, health, safety & workplace) framework including qhse audits, process audits, and inventory audits.

D. Demand Forecasting & Supply Readiness
- Work with the supply chain and production teams to build a demand forecasting capa

📌 AVP- Operations Excellence (Mumbai)
🏢 Theobroma foods
📍 Mumbai