Business Manager - CX Strategy

Traya; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Traya is seeking a CX-focused product/PM leader in Mumbai to own the touchpoints shaping customer experience. You will design end-to-end calling cadences, build modular scripts, and coach teams to improve call quality and retention.

You will own dashboards and KPIs that link every call to revenue, drive experimentation, and evaluate new tools to raise the impact of the calling function within a fast-growing health-focused brand in India.

Qualifications

• 2-4 years of CX experience / platform PM experience on in house CX tools in Fast growth environments.
• B.Tech (Premium College) required.

Responsibilities

• Design end-to-end cadence across the customer journey and align calls to a clear customer-stage purpose.
• Build a modular, stage-specific script library and run continuous A/B tests.
• Design QA scorecards, weekly call reviews, and coaching for improvement.
• Structure shifts and incentives tied to retention outcomes.
• Define signals for calling priority and build dashboards to track outcomes.
• Own revenue contribution from the calling function: refill conversion and retention-driven revenue.
• Maintain an always-on experimentation calendar for scripts, cadence, channel mix, and caller specialization.
• Evaluate AI-assisted QA, voice analytics, and other tools; pilot what's effective.

Skills

CX experience

Platform PM

Education

B.Tech (Premium College)

Job description

Traya is rewriting how hair loss is treated in India — as a clinical journey, not a cosmetic fix. Our service calling function is the connective tissue between our doctors, our customers, and their outcomes. You'll be designing a system that genuinely changes whether someone sticks with their treatment, sees results, and gets their confidence back which will in turn translate to revenue outcomes.

The Role - Own touchpoints which impact customer experience

What You'll Own :

• Calling Program: Design the end-to-end cadence across the customer journey — call types, triggers, timing, and success criteria for each. Align every call to a clear customer-stage purpose.
• Scripts & Content: Build a modular, stage-specific script library that adapts to customer risk profile and cohort. Run continuous A/B tests and own the loop from QA insight to script revision.
• Quality & Coaching: Design QA scorecards, run weekly call reviews, and coach callers on conversation quality.
• Team & KPIs: Structure, shift design, and incentives tied to retention outcomes.
• Data & Dashboards: Define the signals that drive calling priority and build the dashboards that track outcomes.
• Revenue Ownership: Own the revenue contribution of the calling function — refill conversion, retention-driven revenue, and reactivation. Build the line of sight from every call made to every rupee earned.
• Experimentation Roadmap: Maintain an always-on test calendar across scripts, cadence, channel mix, and caller specialization. Own the hypothesis, the test design, the readout, and the rollout of what works.
• Tech & Tooling Evaluation: Stay close to emerging tools — AI-assisted QA, voice analytics, conversational AI, sentiment detection. Pilot what creates leverage; bring back what's working in the best D2C and health businesses globally.

What We're Looking For:

• 2-4 years of CX experience / platform PM experience on in house CX tools in Fast growth environments.
• B.Tech (Premium College)

Why You'll Love This Role

• Direct line to outcomes. Your work will move retention, refill conversion, and revenue — and you'll see it in the dashboards you build.
• Cross-functional reach. You'll work shoulder-to-shoulder with doctors, store leaders, product, tech, and CRM — at the center of how Traya operates.
• A category-defining brand. Traya is among India's fastest-growing hair health brands, obsessed with real outcomes for people.
• Builder culture. Bring an opinion and the data to back it, and you can shape how things work here. Senior leadership is accessible, decisions move fast.
• A clear growth path. This role is positioned to expand into broader CX and retention leadership for someone who delivers.