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Klay Preschool And Daycare
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Cluster Operations Manager

Cluster Operations Manager

Klay Preschool And Daycare

8 - 10 years

3 - 8 Lacs

bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

interpersonal skills operational excellence data management clinical operations business development manager cluster operations quality audit cross functional coordination scheduling monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

Function: Cluster Operations

Job Type: Full Time

Job Location: Bangalore

Reports To: RBH

Direct Reports: Centre Leads, Therapists, Clinical Coordinators

Travel: Regular intra-cluster travel (5-6 centres per cluster)

Role Summary

The Cluster Clinical Operations Manager will oversee the operational and clinical performance of a cluster of KLAY Holistic & Therapy Centres, ensuring high standards of family engagement, therapy quality, and centre efficiency

This role is pivotal in bridging clinical excellence with business performance, supporting KLAY s mission to provide integrated learning and developmental support within the preschool ecosystem

The individual will drive parent satisfaction, therapy outcomes, operational discipline, and cross-functional coordination across therapy, assessment, and learning advancement programs (LAP)

Effective appointment management for therapies and effective utilization of staff - staff rostering

Cross and Upselling through Therapists and Clinicians

Timely payouts to clinicians - fees and referrals

Key Responsibilities

1
Family Experience & Parent Engagement

Act as the escalation point for parents, ensuring empathy, transparency, and resolution in all communication

Partner with Centre Leads and Therapists to strengthen conversion, retention, and satisfaction metrics

Ensure each parent journey from red-flag observation to therapy is seamless, data-backed, and well-communicated

Conduct periodic parent connect sessions and case reviews

2
Clinical Quality & Team Mentorship

Support therapists and clinical staff through observation, guidance, and mentoring

Ensure therapy quality benchmarks and documentation protocols are consistently met

Work with the central Clinical Assessor team to monitor therapy plans, outcomes, and reassessment schedules

Facilitate cross-functional collaboration between therapists, educators, and curriculum teams

3
Operational Oversight

Drive performance KPIs: utilization, conversion %, retention %, therapy session adherence, and revenue

Ensure accurate data management, therapy scheduling, and reporting through system dashboards

Monitor adherence to centre SOPs for clinical and operational functioning

Implement process improvements for higher efficiency and parent satisfaction

4
Leadership & Governance

Conduct structured centre reviews with teams on performance, issues, and success cases

Lead monthly review meetings with Zonal/Regional heads and the Clinical Leadership team

Identify best practices and replicate success models across centres

Represent the cluster in strategic discussions and audits

5
Business Development & Partnership Support

Support tie-ups with partner schools, hospitals, and referral networks within the cluster

Participate in community events, screenings, and parent workshops to build visibility

Identify local opportunities to grow therapy and LAP enrollments

6
Travel & On-Ground Presence

Maintain consistent presence across all assigned centres (minimum 3-4 visits per week)

Step in to support centre teams during escalations or staff transitions

Ensure each centre reflects KLAY s brand, culture, and operational excellence

Reporting & Accountability

Weekly cluster performance dashboard on:

Parent satisfaction and feedback

Clinical quality audits

Therapy utilization and revenue performance

Staff performance and training updates

Required Skills

Interpersonal Skills Commitment Adaptable and flexible Team Collaboration Collaboration Assessment and Evaluation Positive attitude

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Cluster Operations Manager