Operations Manager

Location:

Gurgaon (Onsite)
Reporting To:  Head of CX

Role Overview  The Operations Manager at Sova Health will own and drive  end-to-end operational execution  across diagnostics, expert consultations, customer experience, and partner coordination.
This role is critical to ensuring a seamless customer journey—from microbiome test kit ordering to expert consultations and post-consultation follow-ups—while maintaining high SLAs, strong CX metrics, and scalable, automation-led processes.
The ideal candidate is a hands-on leader who can balance  day-to-day execution with process optimization, automation, and cross-functional collaboration  in a fast-growing health-tech environment.

Key Responsibilities  1. End-to-End Operations Ownership   Manage daily operations across all customer funnels and touchpoints.
Ensure smooth customer flow from onboarding to retention.
Maintain strict adherence to SLAs, TATs, and quality benchmarks.
Support new program launches, pilots, and operational experiments.
Act as a bridge between customer experience, execution, and business strategy.
2. Process Optimization & Automation   Identify operational gaps and recurring CX issues across the customer journey.
Build, document, and continuously improve SOPs for scalable execution.
Drive automation across CRM, reminders, reporting, and follow-ups.
Collaborate with tech, product, and automation partners (e.g., Whats App API, IVR, CRM tools).
3. Vendor & Partner Management   Manage logistics, lab, call center, and technology vendors.
Track vendor SLAs for kit dispatch, pickup, and processing timelines.
Handle escalations related to delayed kits, reassigned kits, or missed pickups.
Ensure accountability, transparency, and performance tracking across partners.
4. Team Management & Performance   Lead and manage operations executives and coordinators.
Set daily, weekly, and monthly targets aligned with business goals.
Conduct performance reviews, training sessions, and SOP adherence checks.
Build a culture of ownership, accountability, and continuous improvement.
Skills & Competencies  Must-Have   Strong operations ownership and execution mindset.
Deep understanding of customer experience and service delivery.
Ability to manage complex, multi-step customer journeys.
Data-driven decision-making and structured problem-solving skills.
Strong stakeholder and vendor management capabilities.
Preferred Tool Exposure   CRM tools (Freshdesk, Zoho, Salesforce, or similar).
Scheduling tools (Calendly, Google Calendar).
Communication platforms (Whats App API, IVR, email automation).
Reporting tools (Google Sheets, Excel, dashboards).
Experience & Qualifications   4–8 years of experience in Operations, CX, or Service Delivery roles.
Prior experience in health-tech, diagnostics, D2C, or consumer services preferred.
Proven experience managing teams and external vendors.
MBA or relevant graduate degree preferred.
What Success Looks Like at Sova Health   Seamless, predictable, and scalable customer journeys.
High consultation attendance and strong CX scores.
Reduced operational escalations and delays.
Automation-led, efficient operations.
Clear visibility and ownership of operational metrics.
Why Join Sova Health   Opportunity to scale operations at a fast-growing gut health brand.
High-ownership role with direct exposure to leadership.
Chance to shape CX, automation, and operational strategy.
Meaningful impact on preventive and personalized healthcare.

Please share your CV at:
HRlth