Product and Ops Strategy Manager

As the Product and Ops Strategy Manager at Traya, you will be responsible for owning the vision, roadmap, and execution for customer experience throughout their entire journey. Your role will involve collaborating with product, tech, marketing, and operations teams to design experiences that not only delight customers but also help in retaining and growing our customer base. Your position will be at the intersection of product thinking, customer insights, and business strategy. Key Responsibilities: - Consumer App Strategy: Develop a user-friendly and insight-rich app experience by implementing simplified navigation, personalized reminders, feedback-driven improvements, gamified user journey, and intelligent onboarding features to ensure daily adherence and engagement. - Ops Strategy: Standardize empathetic call scripts, train agents, and analyze quality metrics and customer feedback rigorously to optimize call engagements continuously and drive adherence. - Unified Communication Journey Strategy & Economics: Architect the lifecycle communication strategy, define the end-to-end customer experience vision across various touchpoints (calling, messaging, app), maximize retention, and optimize outcomes at optimal unit economics. - Process Design, Automation & AI: Reimagine calling and engagement workflows, incorporate automation and AI for routing, assistance, and QA, and establish scalable processes to enhance speed, consistency, and efficiency. - Quality Systems & Governance: Set conversation standards and QA policies, ensure compliance and data hygiene, and implement continuous improvement loops into playbooks, training, and product changes. - Metrics, Experimentation & Change Management: Own north-star and input KPIs, conduct disciplined testing and RCA, prioritize highest-ROI bets, and drive cross-functional delivery to ensure adoption at scale. Requirements: - Strong academic background from Tier-1 institutes. - 3+ years of experience in product management, strategy, or CX-focused roles, preferably in a startup setting. - Strong analytical skills to convert data into actionable insights. - Excellent communication, problem-solving, and stakeholder management abilities. - Passion for understanding customers and creating exceptional experiences. - Ability to thrive in fast-paced, ambiguous environments and deliver results. (Note: The additional details of the company were not mentioned in the Job Description),