Operations Manager

3 weeks ago

Bangalore, India Chai Point Full time

Job Description: Operations Manager – BoxC

Designation: Manager

Location: Bengaluru

Company: Chai Point

About Chai Point:

At Chai Point, we are on a mission to bring the perfect cup of chai that brightens lives and brings people together. As India's largest organized chai retailer, we have been revolutionizing how chai is consumed across the country since 2010. With 1000+ employees and a presence in 10+ cities, we continue to grow and lead the market.

We are an infectious bunch — passionate, innovative, and committed to excellence. We love what we do, and we work hard to create cutting-edge products and experiences for our customers. We believe in team orientation, ownership, and a positive, fun workplace. If you resonate with this spirit, then we want you on our team

Role Overview:

We are looking for a dynamic and results-driven Operations Manager to oversee the Vending as a Service (VaaS) operations under BoxC. This role requires strong ownership of P&L, with a clear focus on revenue margins, profitability, customer experience, and operational excellence. As part of the leadership team, you will be involved in both the strategy and execution of key business initiatives, driving customer retention, improving operational processes, and ensuring smooth daily operations.

The Operations Manager – BoxC will report directly to the Business Unit Head and will play a critical role in shaping the future of our VaaS business by improving service standards, optimizing costs, and ensuring the efficient functioning of all operational activities.

Key Responsibilities:

1. Operational Efficiency:

  • Streamline Daily Operations: Oversee all day-to-day activities for VaaS to ensure operational efficiency, service excellence, and customer satisfaction.
  • Shift Management & Staffing: Manage shift schedules and ensure optimal staffing levels across all VAAS accounts.
  • Inventory Control: Maintain strict inventory control, monitor stock levels, and ensure timely ordering of supplies to avoid stock-outs at locations.
  • Cost Management: Monitor and control operational costs, ensuring they are aligned with company profit targets.

2. Customer Service & Experience:

  • Quality Assurance: Ensure that all service and product offerings meet Chai Point's high-quality standards, in line with company guidelines.
  • Customer Retention Strategy: Drive 100% customer retention by resolving customer issues promptly and ensuring a consistent, high-quality experience.
  • Service Speed & Efficiency: Monitor service delivery speeds and ensure timely service to exceed customer expectations and drive loyalty.

3. P&L Management:

  • Ownership of P&L: Manage the profitability of VAAS accounts, ensuring the performance aligns with initial FCF expectations as per the Annual Operating Plan (AOP).
  • Revenue & Margin Targets: Set clear goals for revenue margins and overall profitability, working closely with cross-functional teams to achieve these targets.

4. Strategic Planning & Execution:

  • Strategy Formulation: Contribute to strategic business decisions, working closely with senior leadership to craft and implement long-term growth strategies.
  • Innovation & SOP Implementation: Lead the development and implementation of innovative processes and Standard Operating Procedures (SOPs) aimed at improving operational efficiency, customer satisfaction, and cost management.

5. Reporting & Documentation:

  • Operational Reporting: Provide regular operational and financial reports to the senior management team.
  • Audit & Compliance: Conduct regular audits of operational processes to ensure adherence to company policies and identify opportunities for continuous improvement.

6. Team Development & Training:

  • Staff Training & Development: Monitor and ensure that training schedules for MTA Managers and BoxC teams are executed effectively and in line with company expectations.
  • Performance Monitoring: Track team performance through regular feedback and performance reviews, ensuring alignment with organizational goals.

7. Continuous Improvement:

  • Industry Trends & Innovation: Stay updated with the latest trends in the food and beverage industry, vending technologies, and customer service best practices.
  • Process Improvement: Actively contribute to refining operational processes to improve efficiency and reduce costs.

Requirements:

  • Experience: Minimum 6-8 years of experience in operations management, preferably within the food & beverage or retail industry.
  • Education: MBA or Post Graduate qualification is preferred.
  • P&L Experience: Strong background in P&L management, budgeting, and financial oversight.
  • Leadership Skills: Proven experience in managing teams, fostering collaboration, and driving performance.
  • Operational Expertise: Excellent understanding of operational processes, inventory management, and cost control in a fast-paced environment.
  • Customer-Centric: Strong focus on customer service, with the ability to drive customer satisfaction through operational improvements.
  • Problem-Solving: Strong analytical and problem-solving skills to address business challenges and improve operational efficiency.
  • Communication Skills: Excellent written and verbal communication skills, with the ability to interact effectively with all levels of the organization.
  • Proactive Attitude: Self-starter, team player with a dynamic, positive, and solution-oriented mindset.
  • Attention to Detail: Strong attention to detail, organizational skills, and a professional, reliable work ethic.

Company Culture:

At Chai Point, we are driven by our passion for innovation, customer service, and teamwork. We believe in making a positive impact, both through our products and in our commitment to sustainability. We value creativity, a strong work ethic, and a good sense of humour. If you thrive in a fast-paced, collaborative environment and are excited about being part of a company that’s making a real difference, we would love to have you on board

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