The Matrix Group builds software for various markets and one of our new projects is a new software platform built for the aviation catering and food ordering ecosystem. We are preparing for market launch within the next three months and are building the operational team that will help merchants, customers, and internal teams run smoothly from day one.
Role Overview
We are looking for an Operations Manager to build and manage the operating system behind the launch. This person will own merchant onboarding workflows, customer/order support processes, issue escalation, internal SOPs, and launch readiness.
This role is ideal for someone who has worked in food delivery, cloud kitchens, catering operations, marketplace operations, SaaS operations, or logistics-heavy customer service environments such as Delivery Hero, Talabat, Noon Food, Kitopi, Careem, Zomato or similar Food Tech platforms.
Key Responsibilities
- Build and manage day-to-day operational processes for launch.
- Create SOPs for merchant onboarding, customer support, order issues, cancellations, refunds, payout issues, and escalations.
- Coordinate between sales, onboarding, customer support, accounts, and product teams.
- Monitor operational KPIs such as onboarding completion, order response time, support ticket resolution, merchant go-live readiness, and customer satisfaction.
- Identify gaps in the platform and convert them into clear product feedback.
- Manage launch checklists for merchants and internal teams.
- Help recruit and train onboarding and support agents.
- Build escalation workflows for urgent order, merchant, payment, or customer issues.
Required Experience
- 4–8 years in operations, marketplace operations, food delivery, SaaS implementation, logistics, or customer operations.
- Experience managing teams or cross-functional workflows.
- Strong understanding of food delivery, catering, cloud kitchen, restaurant tech, or B2B SaaS operations.
- Strong written and verbal communication.
- Comfortable with dashboards, spreadsheets, CRM tools, ticketing systems, and SOP documentation.
- Ability to work in a startup environment with changing priorities.
Preferred Background
- Experience at Delivery Hero, Talabat, Noon Food, Kitopi, Careem, Zomato, Foodics, Toast, or similar food tech platforms.
- Experience launching a new city, region, marketplace, SaaS product, or merchant network.
- Experience with merchant onboarding, customer support, or order coordination.
Starting Salary as advertised - plus bonus and performance related pay
Pay: From ₹50,000.00 per month
Experience:
- Operations management: 4 years (Required)
- SaaS: 4 years (Required)
Language:
Work Location: Hybrid remote in Gurugram, Haryana
