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.

nn Key Responsibilities

n1. Drive end-to-end execution of strategic offline programs and initiatives — translate

nleadership priorities into rollout plans with clear phases, milestones, and ownership; track

nprogress, diagnose lag, and close gaps with the field.

n2. Build and maintain the offline operating system — SOPs for the daily store rhythm, calling

nblocks, team huddles, customer touchpoint models, engagement rules, and consultation

nflows; ensure floor-level adherence through training, rollouts, and reinforcement.

n3. Run the central MIS and dashboarding layer — define the metric set, build

ndaily/weekly/monthly views, surface outliers, and turn data into transparent actions for ABMs,

nASMs, and the Head of Ops.

n4. Operate the audit ecosystem — own Consultation Quality, Call Quality, Attempt Rate,

nand Booking Rate audits end-to-end: sampling logic, auditor calibration, scoring integrity,

nand feedback loop to stores.

n5. Manage incentive operations — maintain scorecard logic, run monthly calculations, apply

nbehaviour multipliers, handle disputes, and coordinate accurate, on-time payouts with

nFinance and HR.

n6. Translate leadership decisions into execution plans — when a strategy or policy change

nis made, design the rollout: SOP update, training deck,



comms cascade, store-by-store

nsequencing, and post-rollout adoption tracking.

n7. Drive the cadence engine — own the agenda, pre-reads, and follow-up tracker for daily

nstore calls, weekly ABM reviews, and monthly business reviews; ensure decisions taken

nare logged, owned, and closed.

n8. Partner cross-functionally — work with Product, Tech, Clinical, Marketing, Finance, and HR

nto unblock dependencies for the offline channel and represent the field's needs centrally.

n9. Get on the ground regularly — travel to stores to observe execution vs design, sit in on

nconsultations and coach calls, identify what's actually breaking on the floor, and feed

nlearnings back into the central system.

nn What We're Looking For:

n● Bias for Action . You treat outcomes, not deliverables, as the unit of work. If something is

nbroken 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

nlet 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.

nn 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