Head - Retail/Central Operations

Key Responsibilities:

- Day to Day Operations management: Responsible for stable day to day operations (Managing all centers in India)

Operations excellence at scale

This role will require operating multiple center types with differing degrees of control at scale in a highly efficient manner, delivering the highest quality standards for consumers, continuously improving on these quality standards and iterating to make the system lean and efficient.

Functions within the role would include owning/building out:

- High quality and motivated team

- Ops execution excellence

- Ops control tower

- Ops analytics

- Ops quality

- At center experience & costs

- Elevating center standards

Key metrics the owner is responsible for include:

- Footfalls

- Center standards (always new) score

- Cost per attend

- Product rating, NPS

- eNPS, churn

Core skills for the role include:

- Data backed decision making

- High quality operations execution experiences

- Design thinking, problem solving

- Lean and efficiencies mindset

- Bias for action, hands on

- Leadership presence

Background:

- Operations experience 10 -12 years across leading e-commerce companies or companies heavy in Operations.

- Strong problem solving ability, analytical and operational design mindset

- Creative bent of mind and ability to think strategically

- Ability to lead and manage large team

- people management (churn, employee happiness and other people aspects) + cost per center + member happiness