Job Description

Head of Customer Operations | Healthcare Startup | Delhi
Delhi | Team: 50 (Sales + Service)
The TL;DR
We're a healthcare startup looking for someone to lead our 50-member customer operations team. You'll own sales + service, drive performance, and report directly to the Founder.
If you've spent years in BPOs waiting for leadership to make a decision, this is the opposite of that.
What You'll Do

• Own end-to-end performance for a 50-person sales + service team

• Define and track KPIs that actually matter (conversions, CSAT, FCR, targets)

• Build QA frameworks

• Manage CRM, telephony, and reporting systems

• Handle workforce planning, scheduling, and daily ops

• Hire, train, and retain high-performers

• Report directly to the Founder on performance and growth

What We're Looking For

• 5+ years in call centre / BPO ops

• Led teams of 20+ (sales and service, not just one)

• Healthcare / pharma / diagnostics background is a plus

• Hands-on with CRM and call centre software

• Fluent in Hindi + English

• Graduation (any stream)

Why This Role?

• Founder access, decisions happen in hours, not quarters

• Real ownership, your KPIs, your team, your call

• Growth potential as we scale

• Competitive pay + performance upside

Skills Required