Head - Central Operations - Consumer Tech Startup

Key Responsibilities:

- Central Operations Leadership

- Own the central operations function across the organization, acting as the nerve center for all city-level operations.

- Define and drive standard operating procedures (SOPs) to ensure consistency and scalability across markets.

- Build a robust operating cadence across planning, execution, and performance reviews.

Operational Excellence & Scale:

- Design scalable operational frameworks to support rapid multi-city expansion.

- Identify bottlenecks across the service delivery lifecycle and drive structural improvements.

- Lead automation, process simplification, and tech-enablement initiatives in partnership with product and tech teams.

Cost, Efficiency & Unit Economics:

- Drive cost optimization across operations without compromising service quality.

- Own operational KPIs including cost per bed/unit, service SLAs, turnaround times, and productivity metrics.

- Work closely with finance to improve contribution margins and operational profitability.

Cross-Functional Collaboration:

- Partner with Supply, City Ops, Customer Experience, Product, and Finance teams to ensure seamless execution.

- Act as a central bridge between strategy and on-ground execution.

- Enable city teams with tools, dashboards, and playbooks for high-performance execution.

Governance, Controls & Risk Management:

- Establish governance mechanisms to ensure compliance, safety, and service quality standards.

- Set up strong review mechanisms, audits, and escalation frameworks.

- Drive risk mitigation across operations, vendor management, and service partners.

Team Building & Leadership:

- Build and lead a high-calibre central operations team.

- Drive a culture of ownership, accountability, and data-driven decision-making.

- Coach and develop future operations leaders within the organization.

Key Metrics of Success:

- Operational cost efficiencies and margin improvement

- SLA adherence and service quality consistency across cities

- Scalability of SOPs and operational systems

- Speed and effectiveness of new city launches

- Productivity and performance of city operations teams

Ideal Candidate Profile:

- 10-18 years of experience in operations leadership roles within high-growth consumer tech startups, marketplace.

- Strong exposure to multi-city or distributed operations at scale

- Proven track record of building central ops functions and scaling processes

- Deep understanding of unit economics, cost structures, and operational P&Ls

- Experience working closely with product/tech teams to drive automation and systemization

- Strong people leadership and stakeholder management capabilities