Cluster Operations Manager

KLAY Preschools and Daycare is India's largest company-owned childcare network, with 170+ centres across 20+ cities and partnerships with 500+ corporates. Since 2011, we've supported 70,000+ families through high-quality early years education and care.

We are now expanding into a new business vertical – Therapy Centres for children, focused on delivering high-quality developmental and clinical support services.

We're looking for a Cluster Operations Manager to lead and scale operations for our upcoming therapy centres in Bengaluru.

This role is ideal for someone who thrives in 0→1 setups + multi-centre operations, and is passionate about building high-quality, customer-centric service environments.

• Oversee daily operations, centre readiness, and service quality across locations
• Drive SOP implementation, policy updates, and process change management
• Conduct operational audits, close gaps, and ensure compliance
• Improve productivity, efficiency, and resource utilisation through data-driven actions
• Own operational readiness for new centre roll-outs

• Monitor and investigate parent escalations (beyond first-level handling)
• Lead root-cause analysis and drive corrective/preventive actions
• Improve NPS, CSAT, parent satisfaction, and child retention through operational excellence

• Manage and coach Centre Heads; build strong on-ground leadership
• Ensure ongoing SOP and operational training for centre teams
• Support manpower planning, staff efficiency, and retention

• Own Cluster P&L, budgeting, and cost control
• Drive cost optimisation while maintaining service quality and experience

• 4–8 years of experience in multi-site operations/cluster roles
• Strong team leadership and execution capability
• Experience in healthcare, therapy centres, hospital administration, or the retail service industry is preferred
• Strong customer experience orientation
• Solid financial acumen and data-driven decision-making
• Ability to thrive in a fast-paced, build-from-scratch environment