Customer Support Assistant Manager

Operations Manager – Roles & Responsibilities

Khichdi Express | Cloud Kitchen & QSR Chain

The Operations Manager will ensure the smooth functioning, quality, hygiene, customer service,

and performance of all Khichdi Express branches.

Key Responsibilities

 Daily Operations: Manage branch opening, closing, staffing, order preparation, and

dispatch.

 SOP Compliance: Ensure all branches follow approved recipes, portion sizes,

packaging, and service standards.

 Branch Visits: Visit all branches regularly for quality, hygiene, cleanliness, and

operational checks.

 Inventory Management: Monitor stock levels, purchases, storage, expiry dates,

wastage, and stock variances.

 Stock Control: Ensure proper stock records and FIFO/FEFO practices are followed.

 Customer Support: Handle calls regarding special instructions, order changes, missing

items, delivery issues, and food complaints.

 Complaint Handling: Resolve customer complaints quickly and maintain complaint

records.

 Delivery Coordination: Handle calls from Swiggy, Zomato, and delivery riders regarding

addresses, pickups, delays, and delivery instructions.

 Order Management: Coordinate with branches and delivery partners to reduce delays,

cancellations, and wrong deliveries.

 Food Quality: Check taste, portion size, presentation, packaging, and consistency

across all branches.

 Hygiene & Food Safety: Ensure kitchen cleanliness, staff grooming, food safety, waste

disposal, and equipment maintenance.

 Branch Audits: Conduct regular and surprise audits and ensure corrective actions are

completed.

Partner: SADANAND MAHENDAR KUMAR Mob: 8106889722

 Staff Training: Train staff on SOPs, hygiene, food handling, customer service, and daily

operations.

 Cost Control: Monitor food wastage, stock losses, packaging wastage, and other

operational costs.

 Performance Reporting: Prepare daily, weekly, and monthly branch performance

reports.

Branch Performance Reports Should Include

 Sales & Orders: Total sales and number of orders.

 Customer Feedback: Complaints, ratings, and reviews.

 Order Issues: Cancellations, refunds, missing items, and wrong orders.

 Food Quality: Taste, portion size, packaging, and quality complaints.

 Delivery Performance: Delays, rider issues, and delivery complaints.

 SOP Compliance: Branch adherence to operational procedures.

 Hygiene & Quality: Hygiene audit and quality scores.

 Inventory Control: Stock availability, variance, and wastage.

 Staff Performance: Attendance, grooming, productivity, and discipline.

 Dispatch Quality: Order accuracy, preparation time, and packaging.

 Overall Performance: Branch-wise strengths, issues, and improvement areas.

Key Performance Areas

 Smooth Branch Operations

 Customer Satisfaction

 Food Quality and Consistency

 Hygiene and Food Safety

 Inventory Control

 SOP Compliance

 Reduction in Complaints and Wastage

 Timely Resolution of Operational Issues

 Improved Branch Performance and Profitability

The Operations Manager will act as the link between management, branch teams, customers,

vendors, and delivery partners to ensure all Khichdi Express branches operate efficiently and

maintain consistent quality and service standards.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.