Business Operations Manager

Traya · Mumbai, India

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.

Key Responsibilities

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

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

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

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

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

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

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

daily/weekly/monthly views, surface outliers, and turn data into clear actions for ABMs,

ASMs, and the Head of Ops.

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

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

and feedback loop to stores.

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

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

Finance and HR.

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

is made, design the rollout: SOP update, training deck, comms cascade, store-by-store

sequencing, and post-rollout adoption tracking.

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

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

are logged, owned, and closed.

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

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

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

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

learnings back into the central system.

What We're Looking For:

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

broken in the offline channel and no one owns it, you assume it's yours.

● 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.

● High operational rigour. You write clean SOPs, run tight audits, close every loop, and don't

let things drop. Cadence and follow-through are second nature.

● 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.

Background:

• B.Tech (TIER 1 Preferred).
• 2-4 Years of experience in Operations Management / Seller Experience or relevant roles in high growth companies.