Operations Manager

Job Description:

Location & Work Model

Location: Surat (Head Office)

Work Mode: Monday–Friday (Work from Office), Saturday (10 AM to 1 PM from office, Work from Home)

Travel: Not required. This is a central coordination and control role. All operations are managed remotely from Surat.

Role Objective

The Operations Manager acts as the central command and control layer for JuiceTap’s PAN India operations. The

role is responsible for enforcing SLA discipline across operator partners, maintaining data hygiene, coordinating

cold supply chain logistics, and ensuring predictable, scalable daily operations while working from the Surat head

office.

Reporting & Governance

• Reports to Director and Management, working closely with the COO

• Sends daily operational status emails to management

• Sends weekly consolidated operations reports covering SLA performance, issues, trends, and corrective actions

Detailed Responsibilities

1. Operator Partner & SLA Management

• Work with multiple large-scale vending machine operator partners across India

• Enforce SLAs related to machine uptime, refill timeliness, and maintenance resolution

• Review daily system-generated reports (uptime, refill, stock-out, maintenance)

• Identify SLA breaches, delays, and recurring issues

• Communicate clear, written action points to operator partners

• Track issues to closure and maintain historical records for trend analysis

2. Weekly Operator Governance & Reviews

• Conduct structured weekly review calls with operator partners

• Prepare review agendas based on data and system reports

• Document operational pain points, root causes, and corrective actions

• Share weekly MOMs with owners and timelines

• Ensure follow-through on commitments week-on-week

3. Data Discipline, Reporting & Process Control

• Maintain and update manual Excel trackers where required

• Ensure consistency between system reports and manual trackers

• Perform regular ml testing at each location to ensure correct quantity is

delivered to users.

• Enforce daily data hygiene and reporting discipline

• Identify patterns and trends to proactively prevent escalations

• Act as the single source of operational truth for leadership

4. Cold Supply Chain & Fruit Logistics Management

• Coordinate end-to-end movement of oranges from Surat to operators PAN India

• Manage coordination with cold storage vendors, logistics partners, and operators

• Ensure cold-chain integrity during storage and transportation

• Monitor delivery timelines, shortages, and exceptions

• Resolve logistics or storage issues proactively to avoid operational disruptions

5. Event-Based Machine Operations

• Coordinate short-term machine deployments for events (weddings, anniversaries, private events)

• Plan machine dispatch, venue delivery, and return schedules

• Ensure adequate fruit quantity planning for events

• Track machines and inventory end-to-end during event duration

• Ensure zero failures on event days

6. Technician Coordination & Escalations

• Company-deployed technicians report to the Operations Manager

• Assign technicians for machine-level support and maintenance as required

• Prioritize escalations based on SLA severity and revenue impact

• Ensure resolution timelines are met and documented

KPIs & Success Metrics

• SLA adherence and improvement trends

• Reduction in repeat issues and escalations

• Timeliness and accuracy of daily and weekly reports

• Predictability and stability of supply chain operations

• Reduced management firefighting in daily operationsExperience & Skill Requirements • 4–10 years of relevant experience in operations management, vendor coordination, or partner-led operations • Background in retail, QSR, vending, FMCG operations, logistics, or similar environments preferred • Strong Excel and reporting skills • High ownership mindset and ability to manage multiple stakeholders remotely • Clear written and verbal communication skills