Cluster Operations Manager

Job Description: Associate Manager – Operations | Student Living | Zolo

Own property performance. Build systems. Deliver predictable operations at scale.

Company Name: ZoloStays

Business Unit: Student Housing

Designation:This role is internally termed as Associate Manager - Operations

Location: Bangalore

Salary Range: up to 8 LPA

Employment Type: Full-time

Experience Required: 3 - 6 years

Why this role exists

Student Living at scale is an operations problem, not a hospitality problem.

As portfolio grows:

● Properties increase

● Students increase

● Admissions cycles intensify

● Complexity multiplies

Failure points are predictable:

● Inconsistent SOP execution

● Weak RM capability

● Poor occupancy planning

● Cost leakages

● Reactive escalation handling

Warmth cannot fix this. Firefighting cannot scale this.

This role exists to ensure:

● Properties run on systems, not individuals

● Occupancy remains stable across cycles

● Costs are controlled with discipline

● Escalations reduce structurally, not temporarily

● Resident Managers operate with ownership

If this role is strong → operations become predictable, scalable, margin-positive

If weak → chaos, vacancies, complaints, cost overruns

Your mandate is clear

● Enforce operational system discipline across properties

● Maintain occupancy stability and renewal performance

● Control costs without degrading experience

● Reduce repeat escalations through root-cause fixes

● Build strong, accountable Resident Managers

This is not a coordination role.

This is a multi-property ownership role.

About Zolo – Student Living

Zolo is building a connected living ecosystem.

Student Living focuses on:

● Safety

● Structure

● Predictability

● Long-term retention

The business works only when:

● Occupancy is stable

● Experience is consistent

● Costs are controlled

● Teams are disciplined

Operations is the backbone of this model.

What you will be responsible for

1. Drive Operational System Discipline

● Conduct structured audits across properties

● Enforce SOP adherence (HK, safety, maintenance, onboarding)

● Standardize daily/weekly processes

● Identify repeat breakdown patterns

● Implement permanent fixes (not temporary patches)

● Ensure documentation across all processes

2. Protect Student Experience & Retention

● Track complaint categories across properties

● Monitor renewal % and churn reasons

● Review Google ratings and feedback trends

● Coach RMs on student/parent communication

● Identify dissatisfaction early and intervene

● Ensure consistent engagement activities

3. Govern Occupancy & Intake Planning

● Track daily occupancy and vacancy pipeline

● Align closely with sales for demand matching

● Flag inventory risks in advance

● Plan readiness for admission peaks

● Reduce empty bed days

● Ensure smooth semester transitions

4. Ensure Cost Control & Vendor Discipline

● Track monthly cost vs budget (property level)

● Control utilities, consumables, repairs

● Monitor vendor performance and SLAs

● Push preventive maintenance vs reactive repairs

● Identify cost leakages early

● Maintain margin discipline without CX drop

5. Build People Leadership & Accountability

● Run structured RM review cadence (weekly)

● Set clear targets: occupancy, complaints, costs

● Identify and act on underperformance early

● Build second-line capability

● Enforce behavioural and reporting discipline

● Ensure professional culture across properties

6. Stabilize Escalations & Manage Risk

● Handle serious escalations (safety, conflicts, parents)

● Maintain clear communication with HO

● Ensure incident documentation

● Track closure of corrective actions

● Prevent recurrence of major issues

● Protect brand trust during breakdowns

What success looks like after 12 months

● Properties run predictably with minimal firefighting

● Occupancy stable across cycles (low volatility)

● Renewal % improves consistently

● Complaint repeat rate drops significantly

● Cost variance within defined thresholds

● RMs operate independently with ownership

● Escalations reduce in frequency and severity

Performance becomes: Structured + Predictable + Scalable

Who this role is for

You will likely thrive if:

● You think in systems, not quick fixes

● You can manage multiple properties simultaneously

● You balance empathy with discipline

● You understand numbers (occupancy, cost, retention)

● You are comfortable with tough conversations

● You stay composed during escalations

Experience we value

● 3–4 years in operations / field roles

● Experience managing teams or multi-unit environments

● Exposure to housing, hospitality, retail, or service ops

● Strong comfort with data (occupancy, cost tracking)

● High documentation discipline

Industry is secondary.

Operational maturity is primary.

The impact you will have

● Direct impact on occupancy stability and renewals

● Build operational systems across properties

● Improve margin through cost control

● Strengthen team capability on ground

● Ensure student living scales without chaos

Why join now

Student Living is entering a scale phase.

The difference between success and failure will be: Operational discipline at scale

This role offers:

● Ownership across multiple properties

● High visibility impact on business performance

● Growth into City / Regional Operations roles

Apply Now