Head Operations

2 days ago

Mumbai, Maharashtra, India Genxhire Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

As the Head of COCO Operations, you will be responsible for setting up chains of company-owned, company-operated venues across locations and be responsible for their strategic and operational leadership. This role involves overseeing end-to-end outlet performance including P&L management, operational efficiency, customer experience, and team development, ensuring alignment with brand standards and business objectives.

LOCATION

Mumbai

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Strategic Leadership:
  • Develop and implement operational strategies, policies, and procedures to streamline processes, improve efficiency, and achieve business objectives.
  • Drive expansion plans including launch & scale-up of new COCO locations.
  • Operational Excellence:
  • Oversee day-to-day operations, including inventory management, procurement, and distribution, to meet customer demand and delivery targets.
  • Ensure compliance with regulatory requirements, industry standards, and safety regulations in all operational activities.
  • Identify risks, vulnerabilities, and opportunities in operational processes and develop strategies to mitigate risks and capitalize on opportunities.
  • Build and maintain relationships with suppliers, vendors, and service providers to negotiate contracts, resolve issues, and ensure timely delivery of goods and services.
  • Financial Management:
  • Develop and manage budgets, financial forecasts, and cost-control measures to optimize resource allocation and maximize profitability.
  • Ensure cost optimization and revenue growth through operational excellence and innovation.
  • Team Leadership:
  • Lead and develop a multi-layered operations team including Area Managers, Venue/outlet Managers, and ground staff.
  • Foster a high-performance, customer-centric culture.
  • Customer Experience:
  • Develop and implement customer experience strategies.
  • Ensure best-in-class customer service and satisfaction across all venues/outlets.
  • Monitor and act upon customer feedback, audits, and mystery shopping results.
  • Process Improvement:
  • Lead change management initiatives and organizational transformation efforts to adapt to evolving market conditions and customer needs.
  • Identify operational inefficiencies and implement continuous improvement initiatives.
  • Leverage technology for performance tracking and process automation.
  • Reporting & Analytics:
  • Develop dashboards and KPIs to monitor performance.
  • Provide regular reports to leadership with actionable insights.

EXPERIENCE & QUALIFICATIONS

  • 5+ years of experience in building scalable Operations & Customer Experience roles in entertainment, sports, leisure or beauty industries.
  • Proven track record of improving customer satisfaction through strategic and operational efforts.
  • Proven P&L ownership and team management across large networks.

SKILLS / KNOWKEDGE

  • Exceptional communication, negotiation, and presentation skills.
  • Strategic planning, analytical skills and experience with customer data.
  • Financial management.
  • Microsoft Office.

CORE QUALITIES

  • Self-motivated and results oriented.
  • Sports enthusiast.
  • Problem solving abilities.

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