Job Description
The Central Operations Manager is the engine room of Traya's offline channel — owning the central infrastructure, systems, and program execution that allow ~20 stores (and growing) to run with consistency, rigour, and pace. This person turns strategy into execution: SOPs, dashboards, audits, incentives, and CRM configuration that the field actually uses.
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Key Responsibilities
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1. Drive end-to-end execution of strategic offline programs and initiatives — translate
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leadership priorities into rollout plans with transparent phases, milestones, and ownership; track
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progress, diagnose lag, and close gaps with the field.
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2. Build and maintain the offline operating system — SOPs for the daily store rhythm, calling
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blocks, team huddles, customer touchpoint models, engagement rules, and consultation
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flows; ensure floor-level adherence through training, rollouts, and reinforcement.
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3. Run the central MIS and dashboarding layer — define the metric set, build
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daily/weekly/monthly views, surface outliers, and turn data into clear actions for ABMs,
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ASMs, and the Head of Ops.
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4. Operate the audit ecosystem — own Consultation Quality, Call Quality, Attempt Rate,
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and Booking Rate audits end-to-end: sampling logic, auditor calibration, scoring integrity,
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and feedback loop to stores.
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5. Manage incentive operations — maintain scorecard logic, run monthly calculations, apply
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behaviour multipliers, handle disputes, and coordinate accurate, on-time payouts with
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Finance and HR.
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6. Translate leadership decisions into execution plans — when a strategy or policy change
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is made, design the rollout: SOP update,
training deck, comms cascade, store-by-store
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sequencing, and post-rollout adoption tracking.
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7. Drive the cadence engine — own the agenda, pre-reads, and follow-up tracker for daily
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store calls, weekly ABM reviews, and monthly business reviews; ensure decisions taken
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are logged, owned, and closed.
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8. Partner cross-functionally — work with Product, Tech, Clinical, Marketing, Finance, and HR
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to unblock dependencies for the offline channel and represent the field's needs centrally.
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9. Get on the ground regularly — travel to stores to observe execution vs design, sit in on
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consultations and coach calls, identify what's actually breaking on the floor, and feed
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learnings back into the central system.
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What We're Looking For:
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● Bias for Action . You treat outcomes, not deliverables, as the unit of work. If something is
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broken in the offline channel and no one owns it, you assume it's yours.
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● Sharp with data - Strong Excel/Sheets fluency is non-negotiable. You can build a dashboard, defend a metric definition, and spot an outlier without being told where to look.
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● High operational rigour. You write clean SOPs, run tight audits, close every loop, and don't
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let things drop. Cadence and follow-through are second nature.
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● Comfortable with ambiguity. Much of what you'll own doesn't exist yet. You can take a vague problem, structure it, and ship a v1 without waiting for a finished playbook.
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Background:
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- B.Tech (TIER 1 Preferred).
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- 2-4 Years of experience in Operations Management / Seller Experience or relevant roles in high growth companies.
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📌 Business Operations Manager (Mumbai)
🏢 Traya
📍 Mumbai