General Manager - Operations

WHY THIS ROLE EXISTS
Mumbai Pav Co. has grown from 3 stores to 10 in the past year, and the goal from here is to accelerate that growth without compromising the standards and systems that have got us here.
We need someone who can build the operating backbone for the next phase of MPC: SOPs, people structure, performance systems, and repeatable playbooks that allow us to open every new store faster while keeping existing stores operating at the same standard.
This is not simply a store-management role. You will build the systems that make a growing multi-unit operation scalable.
KEY RESPONSIBILITIES
1. End-to-End Operations
• Own day-to-day operations across all MPC stores, including dine-in and delivery/online fulfillment
• Ensure consistent execution of food quality, service, hygiene, customer experience, and operational standards
• Identify operational bottlenecks, drive corrective action, and spend significant time on the ground
2. SOPs & Operating Systems
• Build, implement, and continuously improve SOPs across store operations
• Standardize food quality, kitchen, hygiene, inventory, service, delivery, opening/closing, and customer-experience processes
• Build a practical and measurable operating playbook for every current and future MPC location
3. Store Performance & MIS
• Own store-level performance tracking and review mechanisms
• Track sales, wastage, order accuracy, delivery TAT, staff productivity, inventory variance, and key operating metrics
• Build accountability at store and cluster level through clear KPIs and performance reviews
4. Unit Economics & Cost Optimization
• Own continuous improvement of store-level unit economics
• Drive COGS, labour cost, wastage, inventory variance, productivity, and operating-cost improvements
• Partner with Finance and Supply Chain on cost opportunities without compromising quality or customer experience
5. Ground Operations Structure
• Build and lead the ground-operations structure required for MPC's next phase
• Develop a strong hierarchy across Area/Regional Managers, Store Managers, Shift Leads, and Crew
• Hire, coach, develop, and build an internal pipeline of Store Managers and Area Managers
6. New Store Opening Playbook
• Build a standardized pre-opening-to-launch operational readiness playbook
• Define manpower, training, inventory, SOP, and readiness requirements for each new location
• Work with HR, L&D, Supply Chain, Procurement, and Projects and continuously improve the playbook after each opening
7. Food Quality, Hygiene & Customer Experience
• Ensure consistent food quality, hygiene, sanitation, food safety, and product execution across locations
• Conduct regular operational and quality audits and monitor complaints, reviews, order accuracy, and service standards
• Partner with L&D to convert operational standards into effective training
8. Compliance & Risk Management
• Oversee FSSAI, labour, licensing, food safety, fire and safety, and other applicable operational compliance
• Establish regular compliance checks and ensure gaps are closed within defined timelines
• Build systems so compliance does not depend solely on individual store managers
CANDIDATE PROFILE
Must-Have Skills
• 7+ years of experience, including a senior operations role in an organized, multi-location F&B/QSR business
• Proven experience managing multi-unit operations across a cluster, region, or multiple outlets
• Hands-on experience building and implementing SOPs and operational systems
• Strong understanding of store P&L, COGS, labour cost, wastage, productivity, and unit economics
• Experience managing and developing Store Managers, Area Managers, or equivalent leaders
• Strong new-store opening and expansion experience
• Highly hands-on with strong analytical, problem-solving, communication, and ownership skills
Good to Have
• Experience in a high-growth F&B/QSR startup or founder-led environment
• Experience with delivery/online operations and operational dashboards
• Exposure to multi-city or new-market expansion
REPORTING STRUCTURE
Reports to: Founder (Jash Arora)
Works closely with: HR, L&D, Finance, Procurement, Supply Chain, Projects, Store & Area Managers
Owns: End-to-end operations, store performance, operational systems, unit economics, and new-store readiness

Work arrangement
No