India
This is a remote position.
Job Title: Senior Manager – Clinical Operations
Location: Bengaluru / Remote (as applicable)
Experience: 10–15+ Years
Employment Type: Full-Time
Role Overview
We are seeking an experienced and highly analytical Senior Manager – Clinical Operations to lead and scale the Clinical Operations function supporting ophthalmology clinics across global markets.
This role will be a key member of the Operations leadership team, responsible for driving operational excellence, workforce planning, quality, performance management, and organizational scalability. The role will oversee Clinical Operations Managers, OD Leads, and Doctors of Optometry, ensuring seamless service delivery while maintaining high standards of quality, efficiency, and patient outcomes.
As the organization scales toward supporting 600+ clinics, this role will be critical in building scalable systems, governance structures, and leadership capability to enable sustainable operational growth.
Key Responsibilities
Clinical Operations Leadership
• Own overall performance, productivity, and operational health of the Clinical Operations function.
• Lead and develop Clinical Operations Managers, OD Leads, and Doctors of Optometry.
• Establish governance frameworks, operating rhythms, and accountability mechanisms across teams.
• Drive operational excellence while ensuring consistency, quality, and service delivery standards.
• Build scalable organizational structures to support long-term growth.
Executive Reporting & Business Analytics
• Act as the primary operational partner to the Head of Operations.
• Provide daily, weekly, and monthly visibility into operational performance and business health.
• Develop dashboards and reporting frameworks covering:
• Translate operational data into actionable insights and strategic recommendations.
• Present business reviews and performance updates to senior leadership.
Workforce Planning & Capacity Management
• Own workforce forecasting, staffing strategy, and capacity planning.
• Develop scalable staffing models aligned with clinic growth and demand.
• Partner with Talent Acquisition and L&D teams to ensure hiring and onboarding readiness.
• Monitor utilization, productivity, attrition, and workforce risks.
• Ensure operational readiness and coverage across all clinics.
Quality & Operational Excellence
• Define and maintain quality standards across Clinical Operations.
• Monitor operational performance and drive continuous improvement initiatives.
• Lead calibration programs, audits, and performance improvement actions.
• Ensure adherence to clinical, operational, and organizational standards.
• Drive process optimization to improve efficiency, accuracy, and scalability.
Escalation & Risk Management
• Serve as the highest operational escalation point before Head of Operations.
• Lead critical issue resolution and root cause analysis.
• Maintain visibility on operational risks and service disruptions.
• Implement corrective and preventive actions to reduce recurrence of issues.
• Drive accountability across teams for timely resolution.
Stakeholder Management
• Collaborate closely with Product, Engineering, Quality, Training, and Customer Success teams.
• Drive cross-functional initiatives to improve operational and customer outcomes.
• Support strategic initiatives aligned with business growth plans.
• Strengthen alignment between operational and business teams.
People Leadership
• Build, mentor, and develop high-performing leaders across Clinical Operations.
• Conduct performance reviews, coaching, and leadership development programs.
• Establish succession planning and career pathways for managers and team leads.
• Foster a culture of accountability, ownership, collaboration, and continuous improvement.
What We’re Looking For
• 10–15+ years of experience in Clinical Operations, Healthcare Operations, Service Delivery, HealthTech, BPO Operations, or large-scale operational environments, including Global Capability Centers (GCCs).
• 7+ years of experience managing managers and multi-layer operational teams.
• Proven experience in scaling operations in fast-paced, high-growth environments.
• Strong analytical and data-driven decision-making capabilities.
• Experience in executive reporting, business reviews, and operational dashboards.
• Strong expertise in workforce planning, capacity forecasting, and staffing models.
• Strong understanding of operational KPIs including productivity, quality, utilization, conversion, SLA adherence, and escalation management.
• Excellent stakeholder management and communication skills.
• Experience in US healthcare operations or customer-facing healthcare environments is preferred.
• Exposure to ophthalmology, optometry, clinical workflows, healthcare technology, or AI enabled healthcare operations is an added advantage.
Leadership Traits
• Strategic thinker with strong execution focus
• High ownership and accountability mindset
• Strong people leader capable of building future leaders
• Comfortable operating in ambiguity and scale environments
• Strong problem-solving and decision-making ability
• Passion for building scalable systems and operational excellence
Success Measures
Success in this role will be measured through:
• Conversion performance improvement
• Workforce productivity & utilization
• Clinical quality metrics
• Escalation resolution effectiveness
• Workforce capacity readiness
• Leadership development and team engagement
• Operational efficiency and scalability
• Executive reporting effectiveness
• Business growth readiness
Requirements
What We’re Looking For
• 10–15+ years of experience in Clinical Operations, Healthcare Operations, Service Delivery, HealthTech, BPO Operations, or large-scale operational environments, including Global Capability Centers (GCCs).
• 7+ years of experience managing managers and multi-layer operational teams.
• Proven experience in scaling operations in fast-paced, high-growth environments.
• Strong analytical and data-driven decision-making capabilities.
• Experience in executive reporting, business reviews, and operational dashboards.
• Strong expertise in workforce planning, capacity forecasting, and staffing models.
• Strong understanding of operational KPIs including productivity, quality, utilization, conversion, SLA adherence, and escalation management.
• Excellent stakeholder management and communication skills.
• Experience in US healthcare operations or customer-facing healthcare environments is preferred.
• Exposure to ophthalmology, optometry, clinical workflows, healthcare technology, or AI enabled healthcare operations is an added advantage.