# JOB DESCRIPTION

## Operations Executive – Atmann & Your Pandit Ji

Company: Atmann App Private Limited

Position: Operations Executive

Department: Operations / Platform Operations

Work Location: [Location / Remote / Hybrid]

Employment Type: Full-Time

Reports To: Operations Manager / Business Head / Founder

Platforms: Atmann & Your Pandit Ji

---

## 1. About Atmann App Private Limited

Atmann App Private Limited is building technology-enabled platforms for **wellness, healing and spiritual services**.

The company operates two digital platforms:

* **Atmann** – a wellness and healing platform connecting users with healers/practitioners.

* **Your Pandit Ji** – a spiritual services platform connecting customers with Pandits and enabling digital booking of religious/spiritual services.

The Operations Executive will support the smooth day-to-day functioning of **both platforms**.

---

# 2. Role Summary

We are looking for a highly organized, proactive and customer-focused **Operations Executive** who can manage daily platform operations across Atmann and Your Pandit Ji.

The role will act as a bridge between:

**Customers ↔ Healers/Pandits ↔ Technology Team ↔ Management**

The candidate will be responsible for monitoring bookings, customer queries, practitioner/Pandit coordination, payment-related operational activities, issue tracking, platform data, and day-to-day operational execution.

The ideal candidate should be comfortable working in a **startup setting**, taking ownership, identifying problems independently and coordinating with different teams to get issues resolved quickly.

---

# 3. Key Responsibilities

## A. Daily Platform Operations

* Monitor daily operations of both Atmann and Your Pandit Ji.

* Check whether users can successfully register, login, browse services and book sessions/services.

* Monitor booking status and identify failed or incomplete transactions.

* Check session/service schedules and availability.

* Ensure practitioners/Pandits are available for confirmed bookings.

* Monitor cancellations, rescheduling and no-show cases.

* Maintain daily operational reports.

* Escalate critical platform issues immediately.

---

## B. Customer Operations

* Handle customer queries through WhatsApp, phone, email or platform support channels.

* Assist customers with:

* Registration/login issues

* OTP issues

* Booking

* Payment issues

* Rescheduling

* Cancellation

* Refund-related queries

* Practitioner/Pandit-related queries

* Maintain a record of customer complaints and their resolution status.

* Follow up with customers until the issue is properly closed.

* Maintain a professional and empathetic communication style.

---

## C. Healer / Practitioner Operations – Atmann

* Coordinate with healers/practitioners for onboarding.

* Verify basic practitioner information and documentation as required.

* Assist practitioners with profile creation and updates.

* Ensure practitioner profiles contain:

* Name

* Profile photo

* Experience

* Specialization

* Session details

* Pricing

* Availability

* Cancellation policy, where applicable

* Coordinate session availability and scheduling.

* Follow up with practitioners regarding upcoming bookings.

* Maintain practitioner records and operational status.

* Escalate practitioner complaints or performance issues to management.

---

## D. Pandit Operations – Your Pandit Ji

* Coordinate onboarding of Pandits.

* Assist Pandits in creating and maintaining their profiles.

* Verify required information/documents.

* Ensure service details and pricing are correctly configured.

* Coordinate Pandit availability for bookings.

* Confirm upcoming bookings with Pandits.

* Handle rescheduling and cancellation coordination.

* Follow up on completed services.

* Maintain Pandit operational records.

---

# 4. Booking & Session Management

The Operations Executive will monitor the complete booking lifecycle:

**Customer Enquiry → Service Selection → Booking → Payment → Confirmation → Service Delivery → Completion → Review**

Responsibilities include:

* Monitor new bookings.

* Confirm practitioner/Pandit availability.

* Ensure booking confirmation reaches the relevant parties.

* Track upcoming sessions/services.

* Follow up on pending bookings.





* Handle rescheduling requests.

* Coordinate cancellations.

* Track completed and missed sessions.

* Escalate booking conflicts immediately.

---

# 5. Payment & Transaction Operations

* Monitor successful and failed payments.

* Coordinate with the technology team regarding payment failures.

* Maintain transaction records.

* Verify booking/payment status when customers raise payment-related complaints.

* Coordinate refund-related cases with the appropriate team.

* Monitor practitioner/Pandit payment and payout status.

* Maintain payout-related operational records.

* Support reconciliation between platform bookings and payment records.

**Important:** The Operations Executive will not independently authorize refunds, payouts or financial adjustments unless specifically authorized by management.

---

# 6. Platform Testing & Issue Reporting

The Operations Executive will also participate in **basic functional testing** of both platforms.

Testing should be performed from a **real user's perspective**, not only from a technical perspective.

Examples:

* Registration

* Login

* OTP

* Profile creation

* Search/discovery

* Booking

* Payment

* Booking confirmation

* SMS/WhatsApp notification

* Cancellation

* Rescheduling

* Session completion

* Reviews

* Logout

* Error scenarios

Any issue should be documented with:

**Issue → Platform → Screen → Steps to Reproduce → Screenshot/Video → Priority → Status**

The candidate will coordinate with the technology/development team until the issue is resolved and retested.

---

# 7. Notification & Communication Operations

Monitor operational notifications including:

* OTP

* Booking confirmation

* Booking reminders

* Cancellation messages

* Rescheduling messages

* Payment notifications

* Service/session completion notifications

* WhatsApp notifications

* SMS notifications

* Email notifications, where applicable

Report any missing or incorrect notification to the technology team.

---

# 8. Data & MIS Reporting

Maintain simple daily/weekly operational reports covering:

### Customer Metrics

* New registrations

* Active users

* Customer queries

* Complaints

* Resolved issues

### Booking Metrics

* Total bookings

* Confirmed bookings

* Completed bookings

* Cancelled bookings

* Rescheduled bookings

* Failed bookings

### Practitioner/Pandit Metrics

* New onboardings

* Active practitioners/Pandits

* Available practitioners/Pandits

* Pending documentation

* Booking fulfillment

### Payment Metrics

* Successful transactions

* Failed transactions

* Refund cases

* Pending payouts

* Completed payouts

Reports should be accurate, concise and management-ready.

---

# 9. Coordination With Technology Team

The Operations Executive will work closely with developers/testers.

Responsibilities include:

* Report bugs and operational issues.

* Maintain issue tracker.

* Provide screenshots/videos and reproduction steps.

* Prioritize customer-impacting issues.

* Follow up on unresolved issues.

* Retest fixes provided by developers.

* Confirm whether an issue is resolved from the user perspective.

* Maintain a list of recurring operational problems.

---

# 10. Launch & Beta Operations

During Beta/Go-Live, the Operations Executive will support:

* Daily platform monitoring.

* Customer support.

* Practitioner/Pandit coordination.

* Booking monitoring.

* Payment monitoring.

* Notification monitoring.

* Issue escalation.

* Daily operational reporting.

* Hypercare support after launch.

The candidate should be comfortable working with increased operational activity during the launch period.

---

# 11. Tools & Systems

The candidate should be comfortable learning and using:

* Google Workspace

* Google Sheets / Excel

* WhatsApp Business

* Email

* Jira / Taiga / Trello or similar task-management tools

* CRM/support tools

* Payment dashboards such as Razorpay





* SMS/WhatsApp communication dashboards

* Admin dashboards

* Basic analytics/reporting tools

Technical coding knowledge is **not mandatory**, but the candidate should be comfortable working with technology products and dashboards.

---

# 12. Key Skills Required

### Must Have

* Good communication skills

* Strong follow-up ability

* Good organizational skills

* Customer handling skills

* Basic Excel/Google Sheets knowledge

* Attention to detail

* Problem-solving ability

* Ability to coordinate with multiple stakeholders

* Ability to work independently

* Comfortable with technology and web/mobile applications

### Good to Have

* Experience in startup operations

* Marketplace operations experience

* Customer support experience

* E-commerce/HealthTech/WellnessTech experience

* Experience with booking platforms

* Experience with payment platforms

* Experience coordinating vendors/service providers

* Basic understanding of APIs, dashboards and software testing

---

# 13. Ideal Candidate Profile

The ideal candidate is someone who:

* Takes ownership rather than waiting for instructions.

* Can manage multiple tasks simultaneously.

* Is comfortable communicating with customers and service providers.

* Notices operational problems before they become major issues.

* Can work in a fast-moving startup environment.

* Is willing to learn new software/tools quickly.

* Has strong follow-up discipline.

* Understands that customer experience is more key than simply completing a task.

---

# 14. Key Performance Indicators (KPIs)

The Operations Executive will be measured on:

1. Booking fulfillment rate

2. Customer response time

3. Customer issue resolution time

4. Practitioner/Pandit onboarding completion

5. Booking cancellation/rescheduling management

6. Payment issue resolution

7. Accuracy of operational reports

8. Timely escalation of critical issues

9. Platform issue identification and retesting

10. Customer satisfaction

11. Practitioner/Pandit satisfaction

12. Daily operational discipline

---

# 15. First 30-Day Expectations

During the first 30 days, the candidate should:

### Week 1

* Understand Atmann and Your Pandit Ji.

* Learn the complete customer journey.

* Learn admin dashboards.

* Understand booking/payment flows.

* Understand practitioner/Pandit operations.

### Week 2

* Start handling customer queries.

* Start monitoring bookings.

* Start practitioner/Pandit coordination.

* Start maintaining operational trackers.

### Week 3

* Independently manage routine operations.

* Identify recurring issues.

* Participate in platform testing.

* Prepare daily/weekly MIS.

### Week 4

* Take ownership of assigned operational areas.

* Reduce dependency on management for routine tasks.

* Establish a structured daily operations process.

---

# 16. Education & Experience

**Education:** Graduate in any discipline.

**Experience:** 1–3 years preferred in:

* Operations

* Customer support

* E-commerce

* Marketplace

* Healthcare/Wellness

* Hospitality

* Service businesses

* Startup operations

Freshers with excellent communication, organizational ability and strong technology aptitude may also be considered.

---

# 17. Reporting Structure

**Operations Executive**

↓

**Operations Manager / Business Head**

↓

**Founder / Management**

The role will also work closely with:

* Technology/Development Team

* QA/Testing Team

* Finance

* Marketing

* Healers/Practitioners

* Pandits

* Customers

---

# 18. Employment Nature

This is a **hands-on startup operations role**.

The candidate should be prepared to work across both platforms and take responsibility beyond a narrowly defined job description when required.

The primary objective is:

> **Ensure that customers can successfully discover, book, pay for and complete services while practitioners/Pandits receive timely operational support.**

---

## Core Mission of the Role

**Keep Atmann and Your Pandit Ji running smoothly every day.**

The Operations Executive will own the operational layer connecting:

**Customer → Platform → Payment → Practitioner/Pandit → Service Delivery → Feedback**

and ensure that problems are identified, communicated and resolved quickly.

Pay: ₹180,000.00 - ₹240,000.00 per year

Work Location: In person

📌 Operations Executive (Indore)
🏢 Atmann App Private
📍 Indore