Location: Bengaluru
Work mode: Hybrid
Type: full time
Experience: 10–15 years
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.
What you'll do
- Own the overall performance, productivity, and operational health of the Clinical Operations function. Lead and develop Clinical Operations Managers, OD Leads, and Doctors of Optometry while establishing governance frameworks, operating rhythms, and accountability mechanisms across teams. Drive operational excellence by ensuring consistency, quality, and adherence to service delivery standards. Build scalable organizational structures that support long-term business growth and operational efficiency.
- Act as the primary operational partner to the Head of Operations, providing daily, weekly, and monthly visibility into operational performance and overall business health. Develop and manage dashboards and reporting frameworks covering conversion performance, productivity and utilization, workforce capacity, quality metrics, escalation trends, SLA adherence, and staffing readiness. Translate operational data into actionable insights and strategic recommendations, while presenting business reviews and performance updates to senior leadership.
- Own workforce forecasting, staffing strategy, and capacity planning to ensure operational readiness across all clinics. Develop scalable staffing models aligned with business growth and demand forecasts. Collaborate closely with Talent Acquisition and Learning & Development teams to ensure hiring, onboarding, and workforce readiness. Continuously monitor utilization, productivity, attrition, and workforce-related risks to maintain optimal operational coverage.
- Define, implement, and maintain quality standards across Clinical Operations. Monitor performance metrics and lead continuous improvement initiatives to enhance service delivery and operational outcomes. Drive calibration programs, audits, and performance improvement plans while ensuring compliance with clinical, operational, and organizational standards. Focus on process optimization to improve efficiency, accuracy, scalability, and overall operational effectiveness.
- Serve as the highest operational escalation point before the Head of Operations. Lead critical issue resolution efforts, conduct root cause analyses, and maintain visibility into operational risks and service disruptions. Implement corrective and preventive actions to minimize recurring issues while driving accountability across teams for timely and effective resolution.
- Partner closely with cross-functional teams including Product, Engineering, Quality, Training, and Customer Success to drive initiatives that improve operational efficiency and customer outcomes. Support strategic business initiatives and strengthen alignment between operational and business functions to ensure seamless execution of organizational goals.
- Build, mentor, and develop high-performing leaders across the Clinical Operations function. Conduct performance reviews, provide coaching and leadership development support, and establish succession planning and career growth pathways for managers and team leads. Foster a culture of accountability, ownership, collaboration, innovation, and continuous improvement across the organization.
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.
