Description:

Role Overview:

As an Operations Head, you will be responsible for end-to-end clinic operations, leading a team of admin executives across centers.

Your role is not just operational - its about ensuring consistency, solving problems on-ground, improving patient experience, and driving measurable outcomes like NPS and retention.

Key Responsibilities:

1. Clinic Operations & SOP Adherence

- Ensure strict implementation of SOPs across all clinics

- Standardize processes to deliver a consistent patient experience

- Monitor daily operations and eliminate inefficiencies

2. Team Leadership

- Lead, train, and manage a team of clinic admin staff

- Drive accountability, discipline, and performance culture

- Build a team that is patient-first and solution-oriented

3. Audits & Process Excellence

- Conduct regular audits of clinic operations, patient journeys, and documentation

- Identify gaps and implement corrective actions

- Continuously improve systems and workflows

4. Patient Experience & NPS

- Own and drive Patient NPS (Net Promoter Score) across clinics

- Personally intervene in escalations and ensure fast, effective resolution

- Build systems to proactively capture and act on patient feedback

5. Execution of New Initiatives

- Drive on-ground implementation of new processes, campaigns, and systems

- Ensure adoption across clinics with minimal friction

- Act as the bridge between strategy and execution

6. Problem Solving & Ownership

- Handle real-time operational challenges with a structured, data-driven approach

- Take complete ownership of outcomes - not just activities

Who Were Looking For:

- Experience: 4-8 years in operations

- (Preferably in healthcare chains, retail chains, or multi-location businesses)

- Education: Engineering background preferred

- Team Handling: Proven experience managing teams on-ground

Key Traits:

- Strong problem-solving mindset (first-principles thinking)

- High ownership and execution focus

- Detail-oriented with a process-driven approach

- Ability to balance people management + operational rigour

- Comfortable working in a fast-growing, evolving setup

What Success Looks Like:

- SOP adherence across clinics becomes non-negotiable

- Patient NPS consistently improves

- Zero unresolved escalations

- Clinics run smoothly, predictably, and efficiently

- New initiatives are executed flawlessly and fast

Why Join Us:

- Opportunity to build and scale operations in a fast-growing healthcare brand

- High ownership role with direct impact on patient outcomes and experience

- Work closely with founders and leadership