KLAY Schools - Regional Operations Manager

Role Purpose:

The Regional Operations Manager (ROM) is a key mid-senior leadership role responsible for operational excellence across a region of multiple clusters and centres. This role bridges strategy and execution, ensuring consistency in service delivery, operational readiness, and people management, while supporting business growth and regional profitability.

Number of positions - 2

1. Bangalore

2. Hyderabad

Key Responsibilities:

Operational Excellence:

- Ensure consistent, high-quality service delivery across all centres in the region.

- Monitor key operational KPIs (utilization, attrition, KLAY value proposition, parent satisfaction, service compliance).

- Oversee operational readiness for new centre launches and transitions.

- Standardize processes across centres for efficiency and scalability.

Team Leadership:

- Lead and mentor Cluster Operations Managers and Centre Leaders.

- Drive performance and professional development of operations teams.

- Ensure effective manpower planning, staff productivity, succession plan and retention strategies.

- Ensure effective training and employee development program at all levels within the scope of the role

Customer Experience:

- Act as regional escalation point for parent grievances or service issues.

- Champion the voice of the customer in driving continuous improvement.

- Ensure strong parent delight factor is driven across all operational touch points

- Improve and drive strong brand value reflection consistent with organizations' vision and mission within the centers

Financial & Business Metrics:

- Support revenue generation goals in coordination with business/sales teams.

- Monitor regional operating budgets and ensure cost optimization.

- Drive cluster-level profitability initiatives and centre-level P&L hygiene.

Strategic & Cross-functional Collaboration:

- Work closely with HR, Quality, Facilities, Marketing, and Tech teams to ensure operational goals are aligned.

- Identify regional trends and proactively recommend solutions.

Candidate Profile:

Education:

- Graduate required; Master's/MBA preferred.

Experience:

- 10-15 years of experience, with at least 4-6 years in multi-site operations management.

- Preferred backgrounds: Education, Retail, Hospitality, Healthcare, or Customer Service.

- Experience in managing mid-sized teams and operational KPIs.

Key Competencies:

- Strong leadership and team management skills.

- Excellent communication and stakeholder management.

- Operational agility with attention to detail and process orientation.

- Customer-centric, self-driven, and solutions-focused.

- High ethical standards and inclusivity in the workplace.