Role Overview

The Head of Operations will lead the performance and operational execution of 43+ restaurant outlets, with accountability for operational excellence, revenue growth, profitability, customer experience, people performance, compliance, and expansion readiness. The role will translate business priorities into clear operating plans, establish accountability across the operations leadership team, and ensure consistent execution of company standards across all brands and locations.

The successful candidate will bring strong multi-unit restaurant leadership, commercial acumen, and the ability to build scalable systems and high-performing teams in a fast-paced, multi-brand F&B; environment.

Key Responsibilities

1. Multi-Outlet Operations & Business Execution

- Oversee the day-to-day operating performance of 43+ restaurant outlets and ensure consistent execution of company standards.
- Translate business objectives into outlet-level operating plans, priorities, and clear accountability.
- Review outlet performance through business reviews, field visits, audits, and operational reports; identify gaps and drive corrective actions.
- Strengthen coordination across Operations, Kitchen, HR, Finance, Supply Chain, Marketing, and Projects to resolve operational issues and improve execution.
- Standardise effective operating practices across brands while accounting for relevant differences in brand concepts and formats.

2. Sales, Revenue & Commercial Performance

- Drive sales and revenue growth in partnership with relevant commercial and marketing teams.
- Monitor sales, covers, average order value (AOV), customer retention, channel mix, and outlet profitability, as applicable to each brand.
- Identify underperforming outlets, diagnose root causes, and implement time-bound improvement plans.
- Improve execution of promotions, service routines, and customer-facing initiatives at outlet level.
- Support business planning and expansion decisions with operational insights and performance analysis.

3. P&L;, Profitability & Cost Management

- Own operational performance against agreed outlet and business financial plans, in partnership with Finance.
- Review outlet-level P&L; and drive improvements in profitability, contribution margins, and EBITDA where applicable.
- Monitor and control food cost, labour cost, wastage, utilities, consumables, repairs, and other operating expenses.
- Establish cost-control routines and accountability among Area/Cluster Managers and Restaurant Managers.
- Identify margin improvement opportunities while protecting food quality, service standards, and customer experience.

4. Leadership, Talent & Organisation Effectiveness

- Lead, coach, and develop Area Managers, Cluster Managers, Restaurant Managers, and other operational leaders.
- Set clear role expectations, operating KPIs, review cadences, and performance accountability across the operations team.
- Conduct regular business and people reviews; address capability gaps and support performance improvement.
- Partner with HR on workforce planning, recruitment, onboarding, retention, engagement, and productivity.




- Build succession plans and development pathways for critical operational roles.
- Foster a culture of ownership, collaboration, continuous improvement, and customer focus.

5. SOPs, Food Safety, Quality & Compliance

- Ensure consistent implementation of operating SOPs, service standards, and brand requirements across outlets.
- Maintain standards for food quality, hygiene, grooming, workplace safety, and customer experience.
- Ensure compliance with applicable statutory, food-safety, and internal requirements, working with the relevant specialists where needed.
- Oversee operational audits, ensure timely closure of observations, and track corrective and preventive actions.
- Share best practices and address recurring operational gaps through training, coaching, and process improvement.

6. Customer Experience & Brand Standards

- Improve customer satisfaction and the overall dining and ordering experience across dine-in and delivery channels.
- Review customer feedback, complaints, service recovery cases, and online reviews; ensure timely resolution and follow-through.
- Work with brand, marketing, and outlet teams to improve service consistency, customer retention, and brand standards.
- Use customer insights to identify operational improvements and monitor the effectiveness of actions taken.

7. Inventory, Procurement & Supply Chain

- Partner with Procurement and Supply Chain to maintain availability of required ingredients, packaging, and operating supplies.
- Strengthen outlet-level inventory controls, stock accuracy, consumption monitoring, and replenishment practices.
- Reduce avoidable wastage, pilferage, stock variances, and excess consumption through clear controls and accountability.
- Escalate supply issues promptly and coordinate cross-functionally to minimise disruption to outlet operations.

8. Performance Management, Analytics & Reporting

- Establish and review an operating dashboard covering financial performance, sales, costs, people, customer experience, quality, and compliance.
- Conduct structured business reviews with Area/Cluster Managers and Restaurant Managers, with documented actions and owners.
- Present monthly performance updates, risks, improvement plans, and key decisions required to senior management.
- Use data and root-cause analysis to prioritise actions, track outcomes, and improve decision-making.

9. New Outlet Launches & Operational Scalability

- Lead operational readiness for new outlet openings in coordination with Projects, HR, Kitchen, Procurement, Marketing, and other teams.
- Ensure staffing, training, equipment, supplies, SOPs, and service processes are ready before launch.
- Monitor post-launch performance and coordinate action plans to support stabilisation and ramp-up.




- Build repeatable operating systems and management capability to support the organisation's expansion plans.

Key Performance Indicators (KPIs)

Performance will be assessed against targets agreed with senior management and may include the following measures:

- Sales and revenue performance against budget and agreed growth plans.
- Outlet profitability, contribution margin, EBITDA (where applicable), and controllable operating costs.
- Food cost, labour cost, inventory variance, and wastage performance.
- Customer satisfaction, complaint resolution, and online ratings or reviews.
- Operational audit results, food safety, hygiene, and SOP compliance.
- Manpower productivity, employee attrition, retention, and leadership bench strength.
- On-time opening readiness and post-launch performance of new outlets.
- Timely closure of corrective actions and completion of business reviews.

Requirements & Desired Candidate Profile

- Typically 10 to 12+ years of experience in restaurant or F&B; operations, including substantial multi-unit leadership responsibility.
- Demonstrated experience managing a multi-outlet restaurant network; experience at a comparable scale is preferred, but prior management of exactly 43 outlets is not mandatory.
- Prior experience as Head of Operations, Operations Head, Regional Head, or in a comparable senior operations leadership role.
- Strong commercial understanding and practical experience with restaurant P&L;, profitability, sales growth, food cost, labour cost, inventory, and operating expenses.
- Experience leading through Area Managers, Cluster Managers, Restaurant Managers, and other large operational teams.
- Strong track record in SOP implementation, operational audits, food safety, hygiene, quality, and service standards.
- Experience in multi-brand restaurant operations, QSR, casual dining, or other organised restaurant formats is preferred.
- Strong analytical, problem-solving, planning, decision-making, and stakeholder-management skills.
- Ability to build teams, develop leaders, manage change, and implement scalable operating processes.
- Graduate or degree/diploma in Hotel Management, Hospitality Management, Business Administration, or a related discipline preferred.
- Willingness to travel across outlets as required.

Benefits & Opportunity

- Competitive compensation based on experience and suitability.
- Performance-based incentives or variable pay, subject to company policy.
- Leadership responsibility across a network of 43+ restaurant outlets.
- Opportunity to work closely with senior management on business performance and expansion.
- Exposure to multi-brand restaurant operations and large-scale business management.
- Employee benefits as per company policy.

Ideal Candidate Profile

The ideal candidate is a commercially robust, hands-on restaurant operations leader who can balance growth, profitability, people, customer experience, and operational discipline across a large outlet network. They will lead through a capable management team, use data to drive decisions, and build consistent systems and processes that support both current performance and future expansion.

📌 Head Operations (Bengaluru)
🏢 Popo Ventures
📍 Bengaluru