Practicesuite - Vice President - Operations

Description:

Job Title: Vice President of Operations.

Location: Kochi, India.

Shift: US Shift (5:30 PM - 2:30 AM IST).

Role Overview:

The Vice President / Head of India Operations will be responsible for leading and scaling all India-based operations across PracticeSuite, Hello Health, and Dooth.

This role will oversee delivery, support, engineering coordination, and operational excellence while aligning closely with U.S.-based leadership.

The ideal candidate will be a strategic leader with strong execution capabilities, capable of driving performance, accountability, and growth across multiple functions and business units.

Key Responsibilities:

Leadership & Strategy:

- Lead and manage all India operations across multiple business units, ensuring alignment with global company objectives.

- Develop and execute operational strategies to improve efficiency, scalability, and service quality.

- Act as the primary liaison between India teams and U.S. leadership.

- Build a culture of accountability, ownership, and continuous improvement.

Operations Management:

- Oversee day-to-day operations including project delivery, customer support, implementation, and back-office functions.

- Ensure timely, high-quality delivery of projects and services across all verticals.

- Establish and monitor KPIs, SLAs, and performance metrics.

- Drive process standardization and operational best practices.

People & Team Development:

- Lead, mentor, and scale high-performing teams across functions.

- Develop leadership bench strength and succession planning.

- Foster a strong organizational culture aligned with company values.

- Partner with HR on hiring, performance management, and employee engagement.

Client & Stakeholder Management:

- Ensure high levels of client satisfaction through consistent delivery and communication.

- Act as an escalation point for critical client issues.

- Collaborate with sales and customer success teams to support growth initiatives.

Financial & Business Performance:

- Manage operational budgets and ensure cost efficiency.

- Drive revenue-supporting activities such as delivery optimization and utilization improvements.

- Provide regular reporting on operational performance, risks, and opportunities.

Compliance & Quality:

- Ensure adherence to data security, compliance (including HIPAA where applicable), and internal policies.

- Drive continuous quality improvement initiatives across all teams.

Qualifications:

- 12+ years of experience in operations leadership, preferably in healthcare technology, SaaS, or IT services.

- Proven experience managing large, cross-functional teams in India supporting global operations.

- Strong understanding of healthcare workflows, EHR/RCM systems, or healthcare IT (preferred).

- Demonstrated ability to scale operations and improve performance metrics.

- Excellent communication and stakeholder management skills.

- Experience working with U.S.-based clients and leadership teams.

- Strong analytical, problem-solving, and decision-making capabilities.

Key Competencies:

- Strategic thinking with strong execution focus.

- Leadership and team-building excellence.

- Operational rigor and process discipline.

- Customer-centric mindset.

- High level of accountability and ownership.

- Ability to thrive in a fast-paced, growth-oriented environment.