Central Operations Head

As the Operations Manager, your role involves designing and managing the operational blueprint for preventive health programs. You will ensure the smooth execution of customer journeys from booking to report delivery, including test scheduling and coordination. Additionally, you will be responsible for building scalable Standard Operating Procedures (SOPs) for onboarding new cities, partner centers, and service categories. Establishing clear Service Level Agreements (SLAs) for turnaround time (TAT), report quality, Net Promoter Score (NPS), and customer referral is also a key part of your responsibilities. Key Responsibilities: - Operations Strategy & Execution: Design and manage the operational blueprint for preventive health programs. Ensure smooth execution of customer journeys from booking, pre-checkup communication, test scheduling, and scan coordination to report and doctor delivery. Build scalable SOPs for onboarding new cities, partner centers, and service categories. Establish clear SLAs for turnaround time (TAT), report quality, NPS, and customer referral. - Partner Lab & Center Management: Build and manage relationships with diagnostic and imaging partners across cities. Standardize service protocols, branding guidelines, and coordination processes across all partner centers. Audit partner centers regularly for compliance, customer experience, and report quality. - Process Automation & Technology Integration: Collaborate with the product & tech teams to automate scheduling, sample tracking, report uploads, and CRM workflows. Implement central dashboards to monitor TAT, cancellations, escalations, and center utilization. Identify process bottlenecks and drive continuous improvement via data-driven decisions. - People & Team Leadership: Build and lead the central operations team including city coordinators, partner managers, customer success, and logistics staff. Create a culture of accountability, speed, and customer empathy. Train staff on service excellence, escalation handling, and digital tools. - Quality, Compliance & Risk: Implement internal audits and corrective action systems for quality incidents. Own the Net Promoter Score (NPS), turnaround time, and customer retention KPIs. - Cross-Functional Collaboration: Partner with Medical, Product, and Sales teams to translate user feedback into operational improvements. Coordinate with Marketing for seamless campaign-to-service execution. Support corporate partnerships with customized checkup rollouts and centralized reporting. Qualifications Required: - Bachelor's / Master's in Operations, Healthcare Management, or Business Administration. - 10-15 years of experience in operations. - Proven record of scaling multi-city operations and managing cross-functional teams. - Experience with tech-driven healthcare models or aggregator platforms preferred. Skills & Competencies: - Strong command over SOP design, workflow optimization, and partner management. - Data-driven mindset with proficiency in Excel, dashboards, and analytics tools. - Excellent communication and stakeholder management skills. - Ability to handle ambiguity, prioritize, and deliver under pressure. - Strategic yet hands-on - capable of diving into daily operations when needed. As the Operations Manager, your role involves designing and managing the operational blueprint for preventive health programs. You will ensure the smooth execution of customer journeys from booking to report delivery, including test scheduling and coordination. Additionally, you will be responsible for building scalable Standard Operating Procedures (SOPs) for onboarding new cities, partner centers, and service categories. Establishing clear Service Level Agreements (SLAs) for turnaround time (TAT), report quality, Net Promoter Score (NPS), and customer referral is also a key part of your responsibilities. Key Responsibilities: - Operations Strategy & Execution: Design and manage the operational blueprint for preventive health programs. Ensure smooth execution of customer journeys from booking, pre-checkup communication, test scheduling, and scan coordination to report and doctor delivery. Build scalable SOPs for onboarding new cities, partner centers, and service categories. Establish clear SLAs for turnaround time (TAT), report quality, NPS, and customer referral. - Partner Lab & Center Management: Build and manage relationships with diagnostic and imaging partners across cities. Standardize service protocols, branding guidelines, and coordination processes across all partner centers. Audit partner centers regularly for compliance, customer experience, and report quality. - Process Automation & Technology Integration: Collaborate with the product & tech teams to automate scheduling, sample tracking, report uploads, and CRM workflows. Implement central dashboards to monitor TAT, cancellations, escalations, and center utilization. Identify process bottlenecks and drive continuous improvement via data-