Assistant Manager - School Operations

Assistant Manager - Operations 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. 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. 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. Founded by Saloni Anand, a techie-turned-marketeer and Altaf Saiyed, a Stanford Business School alumnus. The Assistant Manager – Operations will be responsible for overseeing end-to-end order fulfilment, shipping performance, and customer onboarding experience. The position also involves managing escalations, identifying process gaps, and driving continuous improvement in post-purchase operations. Order & Shipping Management Oversee daily order dispatches and monitor shipping timelines for all Traya orders. 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.
• 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. Maintain SLA compliance for escalation turnaround and customer communication quality.
• 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. Bachelor’s degree in operations, Business Administration, or related field (MBA preferred). ~3–5 years of experience in operations, logistics, or customer success (preferably in D2C / e-commerce). ~ Strong understanding of order management systems (e.G., Unicommerce, Shopify, Zoho CRM, etc.). ~ Excellent communication, people management, and analytical skills. ~ Proficiency in Excel / Google Sheets for reporting and dashboard tracking. ~ Comfortable managing both on-ground teams (warehouse / logistics) and customer-facing functions (onboarding / calling). ~ Performance Metrics (KPIs)Shipping escalation resolution TAT Onboarding call completion rate