Role: Operations Lead

Location:
Gurugram, on-site, six days a week Employment Type: Full-time

Experience:
4 years–8 years Reporting to: Founder Role OverviewThis is a founding seat. You will be the first person whose whole job is making LeanOnn run: every cook visit happening on time, every household's week planned, groceried and delivered, every problem caught before the family has to tell us about it. Today the founder does most of this by hand. Your job is to take it over, make it repeatable, and then make it scale from a handful of households to a few hundred without the quality dropping. This is a hands-on job. You will run the operation yourself: on the ops board every morning, on the phone with cooks and families, curating grocery carts, in kitchens when a visit goes wrong. That is how you learn where the real friction is. Every manual step you find yourself repeating becomes a candidate for a tool, an automation or a feature in the ops console, cook app or household app. The goal is an operation where a small team and good software run hundreds of households, not one where headcount grows with every ten families. You will be the loudest voice for what the software needs to do next, because you are the one living with its gaps every day. You work directly with the founder and the nutritionist, and you have the authority to change how things work. A process that is slow or wrong gets fixed by you, not escalated. What you will work on? The operation as it stands, and what each part needs from you:
• Cooks: hiring, training, quality. Build the pipeline to find, vet and onboard cooks; design the training and certification so a new cook is LeanOnn-standard in days, not months; define what a good visit looks like and check against it using the check-in and plating photos, visit feedback and household ratings. Handle attendance, leave, replacements and the hard conversations.
• Daily service. Own the live ops board: every visit across every household, every day, with its check-in,



cooking, plating and check-out state. Catch a late cook, a missing ingredient or an SOS in minutes. Design the escalation ladder and the replacement cook protocol so one absence never means one family goes without dinner.
• Household lifecycle. Run the funnel from lead to active family: onboarding questionnaire, the nutritionist's assessment, cook assignment and slot scheduling, first-week handholding, pauses and churn. Run the founder review calls with each household, log them in a fixed structure, and track every action item to closure.
• The weekly cycle. Make the Thursday-to-Saturday plan cycle run like clockwork: plan drafted, published, reviewed by the family, active. Handle change requests, substitutions and the review queue with the nutritionist.
• Customer communication. Own WhatsApp as a channel: the daily menu, cart-ready and visit-complete templates, the inbox, the 24-hour window, response-time standards. Set the tone for how LeanOnn talks to families.
• Processes, SOPs and metrics. Write the playbooks for all of the above, then work out which steps a person must do and which the software should. Define the numbers that tell us the operation is healthy, such as on-time visit rate, substitution rate by reason, cook retention, household NPS and cost per visit, and report on them weekly. Who we are looking for? The traits that matter here:
• Deep problem solver. When a visit goes wrong you find out why it went wrong, fix the cause, and change the process so it cannot happen the same way again. You are not satisfied by firefighting.
• Builder of systems, not just a doer.



You like turning a messy, manual way of working into a clear, repeatable one, and your instinct is to automate it rather than hire for it. You know when a process is too heavy for the stage we are at.
• Comfortable with ambiguity. Most problems arrive as a cook's voice note or a family's WhatsApp message, not a brief. You decide what to do, do it, and tell the team afterwards.
• Agile in the real sense. The roadmap changes often, sometimes mid-week, because the kitchen taught us something. You treat that as the job.
• Good with people across the spectrum. In one day you will coach a cook in Hindi, reassure an anxious parent, negotiate with a grocery supplier and argue priorities with an engineer. You are respected by all of them.
• Numbers-driven. You instinctively measure what you run, and you can build a spreadsheet model of the operation's unit economics without being asked.
• Owner. You are on the ground when it matters, including early mornings and the occasional Sunday when a cook falls ill. Skills
• 4 to 8 years in operations, ideally in a business that delivers a service through people in the field: home services, food or cloud kitchens, hyperlocal delivery, healthcare at home, or similar.
• You have built processes and SOPs from scratch at an early-stage company and scaled them through growth.
• Solid in spreadsheets and comfortable with ops and automation tooling; you have worked closely with engineers before, can write a clear requirement, and can build the simple tools yourself. You do not need to code, but you need to think like someone who could.
• You have hired, trained and managed a blue-collar or field workforce, and kept them. If you enjoy solving messy real-world problems, building end-to-end, and taking responsibility for what you ship, we'd love to hear from you. To apply: Share your CV with contact details at [email protected]

📌 Operations Lead (Gurugram)
🏢 LeanOnn
📍 Gurugram