Senior Manager - Operations Strategy - Cafe Processes

Role title : Senior Manager - Ops Strategy

Reports to: Founder

Location: Delhi

Years of Experience : 7-12 years

Function : Founders Office

Business context: As the company scales across cafes and digital channels, it needs someone who can design robust systems (tools, workflows, escalation architecture) and standardize or simplify processes to ensure higher efficiencies or elevated customer experience.

Performance Outcomes:

- Re-look at internal cafe processes and system flow to identify areas of improvement

- Post identification, build a roadmap from current state to desired state in terms of CX.

- Identify levers to impact core CX metrics across cafes, KWP and HQ.

- Design and implement at least 1 scalable CX process or system which impacts one or more internal or customer metric.

- Work with required teams to ensure successful UAT and scale out.

- Partner with Tech and Product teams to improve CX tooling and platforms ongoing (quarterly roadmap) with pre-defined input and output metrics.

Strategic Context:

- Hardest problem to solve at this business: Designing CX systems and processes that scale consistently across a fast-growing number of cafes and digital channels, while balancing standardization with the flexibility needed to handle real-world edge cases, escalations, and the cost of the system.

- Resources, team, and authority: Complete ownership of the problem statement and ability to place demand on anyone who can help deliver the right outcome.