zivaya wellness pvt. ltd
Website:
zivayaspa.com
Job details:
Job Title: Operations Executive / Operations Manager
Location: Indore
About company :-
Zivaya is a chain of luxury wellness outlets at major chains of hotels, palaces, airports and lounges across India. We offer premium therapies, beauty, spa & hair treatments. We are seeking a senior operations manager to oversee and scale wellness services across multiple cities and regions nationwide. This role requires a proven multi-city operator with strong leadership depth, who can deliver consistent service excellence, audit compliance, and revenue performance across a growing network of centres. The ideal candidate will bring strategic oversight while remaining deeply execution-focused, with the ability to leverage AI, technology, and robust systems to drive operational excellence at scale
Responsibilities- Own end-to-end operations across multiple wellness centres, clusters, and cities, with accountability for service quality, customer experience, audit compliance, operational efficiency, revenue, and profitability.
- Establish, implement, and continuously improve SOPs, process flows, checklists, quality controls, and operational governance frameworks to ensure consistent standards across all locations.
- Maintain uniformity in brand and customer experience, including uniforms, communication/language, front-office appearance, service delivery, and operational processes.
- Oversee daily centre operations, ensuring strict adherence to defined SOPs, compliance requirements, service standards, and performance benchmarks.
- Conduct and manage operational audits, identify deviations and risks, and drive timely corrective and preventive actions.
- Develop and implement training frameworks; train and mentor centre and cluster teams to strengthen process adherence, leadership capability, accountability, and performance culture.
- Use AI-enabled dashboards, digital workflows, task-management tools, documentation systems, and real-time reporting to monitor KPIs, track compliance, identify operational gaps, and improve decision-making.
- Analyse operational data, customer feedback, audit results, and performance metrics to identify improvement opportunities and drive scalable efficiency.
- Partner with leadership, Finance, HR, Marketing, Training, and other cross-functional teams to ensure operational alignment, workforce productivity, customer experience, and revenue optimisation.
- Lead new centre launches and regional expansions, ensuring systems, SOPs, staffing, quality benchmarks, and commercial KPIs are established and achieved from launch.
- Act as the custodian of operational standards and brand experience, ensuring consistency and quality across all centres and geographies.
Qualifications & Experience- Bachelor’s degree in Business Administration, Operations, Hospitality, Retail, Salon, Spa, F&B, Aviation, or a related discipline; MBA or advanced operations certification preferred.
- 7–12 years of progressive experience in multi-location operations management, including 3–5 years in a senior regional or cluster leadership role.
- Strong experience in wellness, hospitality, retail, aviation, salon, spa, or F&B environments, with responsibility for large, geographically distributed teams.
- Proven track record of delivering service-quality KPIs, audit compliance, customer experience, revenue growth, operational efficiency, and profitability across multiple locations.
- Deep expertise in SOP design, process implementation, operational governance, audits, quality control, compliance, and performance management.
- Strong analytical, organisational, problem-solving, communication, training, and stakeholder-management skills.
- Highly data-driven, structured, and detail-oriented, with the ability to scale operations while maintaining consistent quality standards.
- Proven ability to leverage AI tools, IT systems, operational dashboards, workflow platforms, and digital reporting systems to manage complex operations at scale.
- Strong leadership presence, decision-making ability, and experience building high-performing teams across multiple locations.
- Proficiency in MS Office, workflow tools, documentation systems, and operational reporting platforms.
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