Building and Training the Ops Team
Built a distributed operations and field sales team across five cities by doing the work himself first, then training from direct experience.
Sandesh B.
Business Growth at Scapia
From their time as
Founder's Office - Special Projects
Leverage Edu • 2023 - 2025
Overview
After cracking the three supply-side variables, Sandesh needed to build a team that could execute across multiple cities without direct supervision. He hired field sales representatives across several cities, all working remotely and responsible for meeting travel agents and onboarding them to the platform.
The Story
After cracking the three supply-side variables, Sandesh needed to build a team that could execute across multiple cities without direct supervision. He hired field sales representatives across several cities, all working remotely and responsible for meeting travel agents and onboarding them to the platform.
Before hiring an operations manager, Sandesh ran all sales and operations himself. He did this deliberately: by doing the work end to end, he learned exactly how long each task took, where the friction points were, and what good execution looked like. He then used that knowledge to train the operations manager, define the role clearly, and set expectations that were grounded in reality rather than assumption.
To maintain accountability across a distributed team, he introduced KPIs, daily activity reports, location tracking for field reps, meeting logs, and surprise checks. He also managed the largest B2B accounts himself, taking calls at any hour to ensure those relationships held. He later recognized this as an area where earlier delegation would have been healthier, and began building accountability systems to transfer ownership without losing quality.