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. /n Key Responsibilities /n 1. Drive end-to-end execution of strategic offline programs and initiatives — translate /n leadership priorities into rollout plans with transparent phases, milestones, and ownership; track /n progress, diagnose lag, and close gaps with the field. /n 2. Build and maintain the offline operating system — SOPs for the daily store rhythm, calling /n blocks, team huddles, customer touchpoint models, engagement rules, and consultation /n flows; ensure floor-level adherence through training, rollouts, and reinforcement. /n 3.

Run the central MIS and dashboarding layer — define the metric set, build /n daily/weekly/monthly views, surface outliers, and turn data into clear actions for ABMs, /n ASMs, and the Head of Ops. /n 4. Operate the audit ecosystem — own Consultation Quality, Call Quality, Attempt Rate, /n and Booking Rate audits end-to-end: sampling logic, auditor calibration, scoring integrity, /n and feedback loop to stores. /n 5. Manage incentive operations — maintain scorecard logic, run monthly calculations, apply /n behaviour multipliers, handle disputes, and coordinate accurate, on-time payouts with /n Finance and HR. /n 6.

Translate leadership decisions into execution plans — when a strategy or policy change /n is made, design the rollout: SOP update, training deck,



comms cascade, store-by-store /n sequencing, and post-rollout adoption tracking. /n 7. Drive the cadence engine — own the agenda, pre-reads, and follow-up tracker for daily /n store calls, weekly ABM reviews, and monthly business reviews; ensure decisions taken /n are logged, owned, and closed. /n 8. Partner cross-functionally — work with Product, Tech, Clinical, Marketing, Finance, and HR /n to unblock dependencies for the offline channel and represent the field's needs centrally. /n 9.

Get on the ground regularly — travel to stores to observe execution vs design, sit in on /n consultations and coach calls, identify what's actually breaking on the floor, and feed /n learnings back into the central system. /n What We're Looking For: /n ● Bias for Action. You treat outcomes, not deliverables, as the unit of work. If something is /n broken in the offline channel and no one owns it, you assume it's yours. /n ● 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. /n ● High operational rigour. You write clean SOPs, run tight audits, close every loop, and don't /n let things drop. Cadence and follow-through are second nature. /n ● 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. /n Background: /n /n

- B.Tech (TIER 1 Preferred).

/n

- 2-4 Years of experience in Operations Management / Seller Experience or relevant roles in high growth companies.

/n

📌 Business Operations Manager (Mumbai)
🏢 Traya
📍 Mumbai