Head of Operations

Head of Operations

Coffee Culture | Multi-Format Hospitality Brand | India

Coffee Culture is a 20+ year legacy brand built on coffee, community and consistency.

Today, the brand operates across cafés, specialty coffee formats, bars and experiential hospitality and is expanding across multiple cities in India.

We are looking for a Head of Operations who will take complete ownership of on-ground execution, operational discipline and outlet performance across all formats.

This role is central to ensuring that Coffee Culture outlets are customer-centric, operationally strong and financially healthy.

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Role Overview

The Head of Operations will be responsible for:

• Translating brand standards into consistent daily execution

• Ensuring every outlet operates profitably and professionally

• Building strong outlet leadership teams

• Creating systems that scale with the brand

This role reports directly to the Founder and works closely with the leadership teams across coffee, food, bar and people operations.

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Key Responsibilities

1. Outlet Performance & Profitability

• Own daily, weekly and monthly performance of all outlets

• Track and improve:

• Sales performance

• Food & beverage cost

• Staff cost and productivity

• Wastage and inventory control

• Identify underperforming outlets and implement time-bound corrective actions

• Ensure outlets move steadily towards sustainable EBITDA

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1. Operational Excellence & Standards

• Ensure strict adherence to Coffee Culture SOPs

• Maintain consistent service quality, food quality and beverage standards

• Ensure smooth opening, running and closing of outlets

• Conduct regular operational audits and follow-through on gaps

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1. People, Training & Discipline

• Ensure outlets are fully staffed and trained

• Work closely with HR and training teams to close hiring and onboarding

• Ensure managers and chefs are capable, accountable and aligned

• Enforce discipline around attendance, grooming, behaviour and reporting

• Take timely decisions on performance issues, exits and replacements

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1. Food, Coffee & Beverage Quality

• Work with:

• Head Chef & kitchen teams

• Coffee and brew teams

• Bar and beverage teams

• Ensure recipe consistency, portion control and taste standards

• Prevent quality deviations that impact customer experience or brand trust

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1. Sales Readiness & Store Activation

• Ensure outlets are sales-ready, not just operationally open

• Support execution of local marketing, CRM and in-store initiatives

• Work with managers to improve upselling, ticket size and repeat visits

• Track post-launch performance and correct early drop-offs

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1. Reporting, Controls & Systems

• Ensure accurate and timely:

• DSRs

• Stock and cost reports

• Audit reports

• Build a culture of transparent, reliable reporting

• Ensure outlet managers understand numbers and are accountable to them

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1. Franchise & Multi-City Operations

• Act as the primary operational interface for franchise outlets

• Ensure brand standards and compliance across cities

• Handle escalations calmly and professionally

• Support expansion across Surat, Goa, Mumbai and upcoming markets

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Candidate Profile

• 10–15+ years of experience in hospitality / café / QSR / casual dining

• Experience managing multiple outlets simultaneously

• Strong understanding of P&L, cost controls and operations

• Process-oriented, disciplined and hands-on

• Comfortable working closely with a founder-led organisation

• Willingness to travel and stay involved on-ground

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Role Details

• Designation: Head of Operations

• Location: Multi-City (Travel Required)

• Reporting: Founder

• Compensation: Competitive fixed + performance-linked incentives

• Growth: Senior leadership role in a growing national brand