Fulfillment Operations Specialist

Position : Assistant Manager - Operations

Location : Malad (W), Mumbai

About Us :

Traya is a direct-to-consumer hair care brand platform provides a holistic treatment for consumers dealing with hair loss. The Company provides personalized consultations that help determine the root cause of hair fall among individuals, along with a range of hair care products that are curated from a combination of Ayurveda, Allopathy, and Nutrition. Traya's secret lies in the power of diagnosis. Our unique platform diagnoses the patient’s hair & health history, to identify the root cause behind hair fall and delivers customized hair kits to them right at their doorstep. We have a strong adherence system in place via medically-trained hair coaches and proprietary tech, where we guide the customer across their hair growth journey, and help them stay on track.

Our Vision :

Traya was created with a global vision to create awareness around hair loss, de-stigmatise it while empathizing with the customers that it has an emotional and psychological impact. Most importantly, to combine 3 different sciences (Ayurveda, Allopathy and Nutrition) to create the perfect holistic solution for hair loss patients.

The Founders :

Founded by Saloni Anand, a techie-turned-marketeer and Altaf Saiyed, a Stanford Business School alumnus.

Position Summary :

The Assistant Manager – Operations will be responsible for overseeing end-to-end order fulfilment, shipping performance, and customer onboarding experience. This role acts as a bridge between logistics, customer success, and fulfilment teams to ensure every Traya customer receives their treatment kit smoothly and on time. The position also involves managing escalations, identifying process gaps, and driving continuous improvement in post-purchase operations.

Key Responsibilities :

• Order & Shipping Management
• Oversee daily order dispatches and monitor shipping timelines for all Traya orders.
• Coordinate with warehouse for timely pickups and delivery adherence.
• Track key metrics such as order-to-dispatch time and shipment accuracy.
• Conduct periodic reviews with team and other stakeholders on SLA adherence.
• Ensure accurate order syncing and reconciliation between ERP (e.G., Unicommerce) and CRM systems.
• Customer Onboarding & Experience Management
• Oversee the customer onboarding calling process of Operations team for new Traya users to ensure smooth start of their treatment journey.
• Train and manage the calling team to deliver clear, empathetic, and brand-aligned communication.
• Review onboarding scripts, monitor call quality, and ensure accurate data capture in CRM.
• Track onboarding call completion rates and drive improvements in first-contact resolution.
• Collaborate with the doctors to ensure seamless orders processing.
• Escalation Handling
• Take ownership of all customer escalations related to shipping or onboarding.
• Coordinate cross-functionally (warehouse, logistics, customer support, medical) to ensure fast closure of issues.
• Analyze recurring escalation patterns and implement process improvements to prevent recurrence.
• Maintain SLA compliance for escalation turnaround and customer communication quality.
• Reporting & Process Improvement
• Generate and analyze weekly reports on order fulfillment and customer onboarding metrics.
• Identify process inefficiencies and implement automation or SOP enhancements.
• Work closely with the tech and operations teams to improve ERP / CRM workflows.
• Contribute to monthly business reviews by sharing insights from operations and customer experience.

Qualifications and Skills :

Performance Metrics (KPIs)