MediBuddy - Business Operations Leader

Key Responsibilities:

1. Strategy & Process Design:

- Lead the design of operational frameworks for care delivery, diagnostics, pharmacy logistics, and patient support

- Develop SOPs for every operational function, ensuring consistency across locations and touchpoints

- Plan and implement scalable systems to support geographical expansion or new vertical launches

2. Service Delivery & Patient Experience

- Ensure high-quality, timely, and empathetic service delivery to patients across the care journey

- Standardize patient experience processes to drive NPS and repeat usage

- Set up and manage multi-channel support (call center, WhatsApp, app, etc.)

3. Team Leadership & People Management

- Build, lead, and coach a team of operational managers and their frontline teams

- Set OKRs for operations teams and align incentives to performance

- Define training frameworks and continuous learning programs

4. Tech-Enabled Operations

- Collaborate with Product & Tech teams to automate manual workflows, reduce process TAT, and improve transparency

- Run pilots and experiments with digital tools (CRM, Ops dashboards, routing algorithms, etc.)

5. Vendor & Partner Management

- Own procurement and vendor operations.

- Define SLAs and conduct regular performance reviews with vendors/Partners.

6. Budgeting & Cost Optimization

- Monitor and control operating costs within defined budgets

- Identify cost-saving initiatives without compromising service quality

- Work with Finance to build monthly and quarterly ops forecasts

Qualifications:

- Progressive experience in healthcare operations, preferably in startups, hospitals, diagnostics, or home healthcare

- Proven leadership managing large teams and cross-functional projects

- Excellent analytical, decision-making, and process design capabilities

- Comfortable with ambiguity and fast-paced scaling environments

- Excellent leadership, communication, and interpersonal skills.

- Analytical mindset with the ability to leverage data to drive decision-making and performance improvements.