Why This Role Matters
Traya is rewriting how hair loss is treated in India — as a clinical journey, not a cosmetic fix. Our service calling function is the connective tissue between our doctors, our customers, and their outcomes. You'll be designing a system that genuinely changes whether someone sticks with their treatment, sees results, and gets their confidence back which will in turn translate to revenue outcomes.
The Role - Own touchpoints which impact customer experience
What You'll Own :
Calling Program: Design the end-to-end cadence across the customer journey — call types, triggers, timing, and success criteria for each. Align every call to a explicit customer-stage purpose.
Scripts & Content: Build a modular, stage-specific script library that adapts to customer risk profile and cohort. Run continuous A/B tests and own the loop from QA insight to script revision.
Quality & Coaching: Design QA scorecards, run weekly call reviews, and coach callers on conversation quality.
Team & KPIs: Structure, shift design, and incentives tied to retention outcomes.
Data & Dashboards:
Define the signals that drive calling priority and build the dashboards that track outcomes.
Revenue Ownership: Own the revenue contribution of the calling function — refill conversion, retention-driven revenue, and reactivation. Build the line of sight from every call made to every rupee earned.
Experimentation Roadmap: Maintain an always-on test calendar across scripts, cadence, channel mix, and caller specialization. Own the hypothesis, the test design, the readout, and the rollout of what works.
Tech & Tooling Evaluation: Stay close to emerging tools — AI-assisted QA, voice analytics, conversational AI, sentiment detection. Pilot what creates leverage; bring back what's working in the best D2C and health businesses globally.
What We're Looking For:
2-4 years of CX experience / platform PM experience on in house CX tools in Fast growth environments.
B.Tech (Premium College)
Why You'll Lov
📌 Business Manager (Mumbai)
🏢 Traya
📍 Mumbai