Job Title: Operation Head (Night Shift)

Location: Remote (WFH)

Shift: Night Shift (US Shift)

Role Summary:

The Project Manager will oversee and manage end-to-end operations across both US and India teams, ensuring seamless coordination, efficient clinical workflows, and superior patient & family support. This role requires an authoritative, highly organized leader capable of managing teams remotely, driving productivity, improving processes, and completing strategic initiatives on time. The position demands close collaboration with Training, Operations, Program Directors, Senior Clinical Managers, and Business Development teams.

Key Responsibilities:

1. Clinical Operations Management:

- Oversee and manage complete clinical operations for US and India teams, ensuring accuracy, efficiency, and compliance managing team for utilization and scheduling for resources.

- Monitor case flow, documentation standards, clinical coordination activities, and protocol adherence.

- Ensure timely clinician scheduling, session management, and resource allocation.

- Identify operational gaps and implement workflow improvements to enhance service quality.

2. Workflow, Automation & Productivity:

- Design and optimize end-to-end clinical and operational workflows across time zones.

- Identify automation opportunities to reduce manual tasks and improve accuracy.

- Track key productivity metrics and implement data-driven improvement strategies.

- Build efficient scheduling plans for clinicians and support teams to maximize utilization.

3. Patient & Family Support:

- Deliver high-quality support to patients and families for treatment plans, queries, and escalations.

- Ensure timely follow-ups, proactive case updates, and smooth communication throughout the patient journey.

- Maintain clear documentation and uphold patient satisfaction benchmarks.

4. Team Handling & Leadership:

- Lead and supervise teams in both India and US coordination streams, including clinicians, coordinators, and support staff.

- Assign tasks, distribute workloads, monitor performance, and conduct regular assessments.

- Make authoritative decisions during escalations or time-sensitive clinical issues.

- Conduct team training, performance reviews, and quality checks to maintain high operational standards.

5. US & India Coordination:

- Serve as the central point of communication between US and India teams.

- Ensure alignment on operational goals, clinical deliverables, and performance expectations.

- Share daily updates, case reports, and operational dashboards with US counterparts.

- Manage handovers effectively between time zones to maintain continuity of operations.

6. Strategic Initiatives & Cross-Functional Collaboration:

- Collaborate closely with Operations, Program Directors, Senior Clinical Managers, and Business Development teams.

- Support organizational goals by aligning cross-functional workflows and quality standards.

- Gather and act upon cross-functional feedback to strengthen collaboration and performance.

7. Risk, Trends & Insights Reporting:

- Identify operational risks, workflow gaps, and emerging trends across US and India operations.

- Provide leadership with actionable insights and data-backed recommendations.

- Prepare weekly/monthly dashboards, metrics, and performance reports.

- Propose solutions for process optimization, workforce planning, and operational efficiency.

Qualifications:

- Graduate or Postgraduate.

- Minimum 10-15 - years of experience in project management,

- Experience working with US stakeholders and cross-border teams preferred.

- Strong leadership, communication, and decision-making abilities.

- Ability to work independently during night shift and manage complex, fast-moving operations.