We are seeking a highly driven Regional Manager Center Operations (Next Hundred Cities) to lead operations across a portfolio of centers and deliver exceptional member experience, operational excellence, and team effectiveness. This role is accountable for translating strategic priorities into consistent execution while building high-performing teams and delivering measurable improvements in operational performance. The role requires strong people leadership, structured problem-solving, analytical thinking, and the ability to lead distributed teams across multiple cities in a rapid-growing network.
1. Lead Develop the Operations Organization
Lead, coach, and develop a team of Cluster Managers to build high-performing teams, strengthen leadership capability, and foster a culture of accountability, ownership, and continuous improvement.
KPIs
- Team engagement and retention
- Leadership bench strength and succession readiness
- Performance of Cluster Managers and center teams
2. Drive Operational Performance
Own operational, productivity,
and people performance across assigned centers by reviewing performance, identifying gaps, and driving consistent execution to improve workforce effectiveness and operational efficiency.
KPIs
- Productivity and utilization metrics
- Operational performance scorecard
- People productivity and manpower efficiency
3. Elevate Member Experience
Deliver a consistently superior member experience by improving service quality, driving NPS, ensuring timely complaint resolution, and maintaining high center experience standards.
KPIs
- NPS
- Member complaint resolution TAT
- Member retention and experience metrics
4. Drive Operational Excellence
Ensure adherence to SOPs, audit and compliance standards while identifying process improvement opportunities and implementing scalable solutions that enhance consistency, safety, and operational reliability.
KPIs
- SOP and audit compliance
- Operational reliability metrics
- Reduction in operat