Cluster Operations Manager - BLR / NCR

Experience :

8–10 years (minimum 4 years managing multi-site operations).

(6–8 years in retail / customer service operations may also be considered.)

Under minimal direction, she / he will be responsible for managing the overall OPERATIONS of the CENTRES assigned in the city. KLAY is looking for a hands-on

Operations Manager

to oversee service-delivery of preschool and daycare centers, ensuring strong operations, service consistency, and team capability. Centre Heads will report to this role.

Key Responsibilities

Operations & Quality

Oversee daily operations, readiness, and service quality across centers.

Drive SOP and policy implementation, updates, and process change management.

Conduct operational audits, close gaps, and ensure compliance.

Improve productivity, efficiency, and resource utilization through data-driven actions.

Ensure smooth operational setup for new center rollouts.

Responsible for operational readiness of NEW center roll-out.

Customer Experience

Monitor and investigate all parent escalations (not first-level handler).

Lead root-cause analysis and drive corrective and preventive actions.

Improve NPS, CSAT, parent satisfaction, and child retention through operational fixes.

People & Training

Manage and coach Centre Heads; strengthen operational capability at centers.

Ensure regular operational and SOP training for center teams.

Support manpower planning, staff efficiency, and team retention.

Financial Management

Own Cluster P&L, budgeting, and cost management.

Optimize operating costs while maintaining quality and service standards.

Skills & Competencies

Strong communication and people skills; customer-focused.

Hands-on operator with strong problem-solving and attention to detail.

Experience with SOPs, audits, metrics, and structured improvement (Six Sigma preferred).

Proficient in MS Office; comfortable with data and reporting.

High ownership, integrity, and teamwork.

Education

Bachelor’s degree required; Master’s preferred.

Early Childhood Education background is a plus.