Service Line Leader

The Opportunity

The Service Line Leader is a business owner and builder responsible for scaling one of our core service lines serving convenience stores, fuel retail, and grocery operators. This role exists to translate strategy into resultsowning revenue, margins, delivery quality, and leadership development.

You will operate at the intersection of retail operations, technology, analytics, and people leadership. This is not a staff or advisory role. It is a player-coach leadership position for someone who has run real businesses, understands retail pressure, and knows how to build durable teams and systems.

This is a role for leaders who want to build, own, and scale real businessesnot manage slides. If you thrive in complexity, care deeply about execution, and take pride in developing people, this role was built for you.

Service Lines You May Lead

• Service Lines include (but are not limited to):
• Pricing & Margin Management
• Invoice, Vendor & Fuel Reconciliation
• Inventory, Shrink & Store Intelligence
• Transaction & Shopper Surveillance
• Loyalty, Retail Media & Shopper Analytics
• Store Financial Operations (P&L, deposits, reconciliation)
• Each service line operates as an independent business with its own customers, economics, and delivery model.

Customer & Scale Context

• Single location to multi-location retailers ranging from 20 to 200+ stores
• Formats include convenience stores, fuel stations, grocery, and hybrid retail
• Customers operate in thin-margin, high-velocity environments
• Responsibility may span India and select global markets

What You Will Own

• You are accountable for end-to-end ownership of your service line, including:
• Revenue growth, profitability, and unit-economics discipline
• Service delivery quality, SLAs, and customer trust
• Team structure, hiring, capability building, and leadership pipeline
• Roadmap input across technology, automation, and analytics
• Continuous improvement in cost, speed, accuracy, and scalability
• Your mandate: build a profitable, trusted, and scalable businesswhile developing leaders who can run it without you.

Decision Rights & Authority

• This role carries real authority, including:
• Hiring and team structure decisions within the service line
• Ownership of operating budgets and cost discipline
• Influence on service design, pricing, and packaging
• Direct input into technology and automation priorities

Core Responsibilities

• Business & Financial Leadership

• Own and grow a $35M USD (?2540 Cr) business with full P&L responsibility

• Drive margin improvement through productivity, automation, and process design

• Manage unit economics (cost per transaction, per store, per SKU, per hour)

• Convert customer problems into scalable, repeatable service offerings

• Retail & Industry Execution

• Apply deep operating knowledge from convenience, grocery, fuel, and multi-site retail

• Design solutions that work in real stores, real shifts, real pressure

• Partner with retailers and field teams to deliver measurable outcomes

• Technology & Analytics Fluency

• Act as a strong bridge between operations, product, data, and engineering

• Understand dashboards, BI tools, automation workflows, and AI-assisted systems

• Use metrics and data to drive decisionsnot opinions

• People Leadership (Player-Coach Model)

• Lead from the front where needed; empower where teams are strong

• Build and mentor managers and future service leaders

• Create clarity, accountability, and ownership across distributed teams

• Foster a culture of trust, discipline, and continuous improvement

• Success Metrics

• You will be measured on:

• Revenue growth and margin expansion

• Customer retention and satisfaction

• SLA adherence and delivery quality

• Cost-to-serve reduction and productivity gains

• Strength of leadership bench and succession readiness

• First 90 / 180 Day Expectations

• First 90 Days

• Deeply understand unit economics, customer pain points, and team capabilities

• Establish operational rhythm, metrics, and accountability

• By 180 Days

• Deliver measurable improvements in delivery quality, cost efficiency, and margins

• Build leadership clarity and identify next-level leaders within the team

Who You Are

• 10-18+ years of experience in retail operations, retail-tech, SaaS, or managed services
• Proven experience owning multi-million-dollar business lines
• Strong understanding of retail economics, operations, and scale pressure
• Demonstrated track record of developing leaders, not just managing teams
• You may come from organizations such as Flipkart, Walmart, Reliance Retail, DMart, Chevron, or similar high-scale environments.

What This Role Is NOT For

• Functional specialists without P&L ownership
• Program or project managers without business accountability
• Leaders unfamiliar with high-pressure, low-margin retail operations

Culture & Leadership Standards

We value leaders who:

Lead with purpose

Buil trust

Own the outcome

Win together mindset

Keep it simple

Build systems, not heroics

Elevate people and create leaders