CITY HEAD – OPERATIONS (MUMBAI) Function: Operations LeadershipReports to: COO / PresidentLocation: Mumbai (On-ground across all outlets)Level: Senior Leadership (10–12 years experience)ROLE PURPOSEOwn and drive end-to-end operational performance for the Mumbai market, with complete accountability for outlet operations, team leadership, operational discipline, customer experience, and city-level P&L performance.This role will function as the City Head for Mumbai and will be responsible for building a scalable operating structure that supports growth, consistency, and profitability across the outlet network.KEY RESPONSIBILITIES• Own Mumbai city operations across all outlets, including revenue, food cost, labour cost, and outlet-level profitability.• Lead and manage Area Managers and Store Managers across the city network.• Drive operational excellence through strong SOP implementation, audit systems, training structures, and review mechanisms.• Establish strong daily, weekly, and monthly operational review rhythms with Area Managers backed by data and performance metrics.• Ensure smooth execution of new outlet launches including manpower planning, training, operational readiness, and launch stabilization.• Drive customer experience standards, complaint resolution, hygiene compliance, and service consistency across all outlets.• Partner closely with Growth, Kitchen, QA, and HR teams to ensure alignment between business, operations, and people objectives.• Ensure operational discipline and accountability across attendance, manpower deployment, scheduling, inventory practices, and reporting systems.• Drive adoption and accuracy across operational systems including Petpooja, Barometer, Keka, audit trackers, and operational dashboards.• Build and strengthen second-line leadership within the city operations structure.MUST HAVE• 10–12 years of experience in multi-outlet QSR / F&B / hospitality operations.• Minimum 5+ years in a Regional Head / City Head / Senior Operations leadership role.• Strong experience managing 15–30+ outlets within a single city or cluster.• Proven P&L ownership and operational management capability at city/network level.• Strong leadership capability with experience managing Area Managers and Store Managers.• Hands-on operator with strong on-ground involvement and execution focus.• Strong understanding of operational systems, reporting, manpower planning, and process management.• Comfortable working with operational technology platforms and dashboards.GOOD TO HAVE• QSR / cloud kitchen scaling experience.• Experience handling high-growth brands and multi-outlet expansion.• Strong understanding of aggregator-led business models (Swiggy / Zomato).• Experience building operational frameworks and scalable city structures.SUCCESS METRICS / KPIs• Same-store sales growth and outlet profitability.• Food cost %, labour cost %, and city EBITDA performance.• Outlet audit scores and operational compliance.• Customer ratings, complaint resolution metrics, and service consistency.• Store Manager and Area Manager retention/stability.• New outlet launch readiness and stabilization timelines.• Operational discipline across manpower, attendance, reporting, and execution standards.