Job Description (JD)Position: Operations Manager
Company: Berry & Co.
Department: Operations
Reporting To: Executive Director
Position Overview
The Operations Manager is the central operational authority at Berry & Co., responsible for ensuring smooth, disciplined, profitable, customer-focused, and SOP-driven business operations. The role requires strong leadership, coordination, and execution skills to maintain operational excellence across all customer-facing and support functions.
The Operations Manager will oversee daily operations, ensure service quality, maintain hospitality standards, drive KPI achievement, and establish effective coordination between all departments, including the Executive Director, Assistant Manager, Finance Manager, Service Captain, Cake Counter Staff, Barista, Delivery Staff, Security, Cleaning Staff, and Stewards.
The role focuses on maintaining operational discipline, improving customer experience, ensuring process compliance, and supporting business continuity.
Key Responsibilities1. Operations Management
- Oversee and manage daily operational activities to ensure smooth workflow.
- Ensure all operations are executed according to company SOPs, policies, and quality standards.
- Monitor service efficiency, productivity, and operational discipline across all departments.
- Identify operational challenges and implement effective solutions.
2. Team Coordination & Leadership
- Coordinate effectively with the Executive Director, Assistant Manager, Finance Manager, and all operational teams.
- Provide guidance and direction to Service Captains, Cake Counter Staff, Baristas, Delivery Staff, Security, Cleaning Staff, and Stewards.
- Ensure proper manpower allocation, shift management, and task completion.
- Promote teamwork, accountability, and a positive work culture.
3. Customer Experience & Service Excellence
- Ensure exceptional customer service and hospitality standards are maintained.
- Monitor customer feedback and resolve service-related concerns promptly.
- Implement improvements to enhance customer satisfaction and retention.
- Ensure consistent service quality across all customer touchpoints.
4. SOP Implementation & Compliance
- Develop, implement, and monitor operational SOPs.
- Ensure team members follow standard processes and safety guidelines.
- Conduct regular operational audits and identify improvement areas.
- Maintain discipline and compliance with company policies.
5. KPI & Performance Management
- Set, monitor, and achieve operational KPIs.
- Review team performance and provide necessary feedback.
- Prepare performance reports and improvement plans.
- Drive operational efficiency and profitability.
6. Reporting & Review Management
- Maintain accurate operational records and reports.
- Conduct regular operational reviews and meetings.
- Monitor pending issues and ensure timely follow-up.
- Provide updates and reports directly to the Executive Director.
7. Inventory & Cost Control
- Coordinate with the Finance Manager regarding operational expenses and cost management.
- Monitor wastage, resource utilization, and operational efficiency.
- Support initiatives to improve profitability.
8. Issue Management & Escalation
- Identify operational issues and ensure timely resolution.
- Handle customer complaints, staff concerns, and operational challenges.
- Escalate critical issues to the Executive Director when required.
Authority & Accountability
- Responsible for overall operational performance and service standards.
- Accountable for team discipline, SOP compliance, customer satisfaction, and KPI achievement.
- Responsible for maintaining business continuity and operational stability.
Absence & Delegation
During the absence of the Operations Manager, all operational responsibilities, coordination duties, review functions, reporting reviews, issue monitoring, and escalation follow-ups shall be managed by the Assistant Manager and reported directly to the Executive Director.
Required Skills & Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, Operations Management, or related field preferred.
- Proven experience in operations management, hospitality, retail, food & beverage, or customer service industries.
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
- Ability to manage multiple departments and priorities.
- Strong understanding of SOP implementation, reporting, and KPI management.
- Customer-focused approach with strong attention to detail.
Position Goal:
To ensure Berry & Co. delivers consistent operational excellence, outstanding customer experiences, efficient team performance, and sustainable business growth through disciplined and process-driven operations.
Pay: ₹25,000.00 - ₹40,000.00 per month
Benefits:
- Commuter assistance
- Food provided
- Paid sick time
- Paid time off
Work Location: In person
