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Operations excellence for the geography
This role will require delivering top notch customer experiences, drive at center revenue,
manage costs and deliver profitability across centers in the assigned region.
Key responsibilities include:
1. Managing P&L
○ Responsible for driving revenue (In-center pack sales and renewals, Store
revenue and Additional sources)
○ Manage operational costs and drive initiatives to optimize expenditures
○ Drive initiatives to improve footfalls and new customer acquisition (Lead
generation)
2. Customer experience:
○ Drive on-time performance across centers and deliver on key business metrics
○ Work with stakeholders to manage supply and demand across centers
○ Facilitate maintenance and upkeep of centers to ensure that they are ‘Always
New’
○ Manage a high performing and motivated team, mentor Center Managers at
regular intervals to elevate customer interactions and manage escalations
3. Other responsibilities:
○ Reviews with key stakeholders at regular intervals
○ Resourcing/Hiring high quality manpower with cost guardrails
Key metrics the owner is responsible for include:
● At center sales and additional revenue (conversion and lead generation)
● At center costs
● Footfalls
● Center standards score (always new, on time, availability)
● Product rating & NPS
Core Skills:
Core skills for the role include:
● Data backed decision making
● Quality operations execution experiences
● People management
● Bias for action, hands on, hungry
● Attention to detail
● Ability to prioritize tasks
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