Job Description

The Role

You are the Guardian of the Doctor's Experience. You will wear two hats:

1.

The Ops Architect: Ensuring the kit reaches the doctor on time without errors.

2.

The CX Leader: Managing the Support Team to ensure that when a Customer (Doctor) calls, they feel heard, respected, and resolved immediately.

You will build a "Zero-Ego" support culture. Non-Negotiable Requirements (The Knock out Criteria)

1.

The "Builder" DNA: Must have proven experience setting up a process from scratch (Zero-to-One).

2

. End-to-End Operations Mastery: Must have hands-on experience managing the full lifecycle: Order Receipt ? Kit Preparation ? Quality Check (QC) ? Logistics/Dispatch ? Delivery. You must be comfortable working in the warehouse to ensure "First Time Right" deliveries.

3.

Process Re-Engineering (The "Fixer"): Must have a track record of identifying "Broken Processes" (e.g., kits returning due to missing items, calls going unanswered) and fixing them permanently using Root Cause Analysis.

4.

Tech Stack & Automation: Must be proficient in setting up and managing: Support Tools: Zoho Desk / Freshdesk / Zendesk. etc Cloud Telephony: Exotel / MyOperator (IVR flows, call recording). etc Communication Automation: WhatsApp Business API (Interakt/Wati) & SMS Gateways to reduce manual query volume.

5

. Data Analytics & Reporting: Ability to extract raw data and use Excel (Pivot Tables) to analyze trends. You must drive the team using KPIs (NPS, FCR, TAT) and KRAs, not just "gut feeling."

6.

Cross-Functional Spine: Proven ability to coordinate with Finance (for payment clearance before dispatch) and Sales (for setting realistic delivery expectations). You must understand the "Pulse of the Doctor" and handle High-Net-Worth Individuals (HNIs).

7.

Hybrid Expertise: Must have handled Physical Operations (Inventory/QC) AND Customer Support (Team Management/Quality).

8.

Team Leadership: Must have experience hiring, training, and managing a team of Tele-callers / Support Executives. You must know how to audit calls and improve call quality.

9.

Performance Management (KPIs & KRAs): Must have experience defining KRAs (Key Result Areas) for subordinates and tracking KPIs (NPS, FCR, TAT) daily. You should know how to incentivize a support team.

10.

Doctor-Centric Mindset: Experience dealing with High-Net-Worth Individuals (HNIs) or B2B clients.

Key Responsibilities

A. Customer Experience (The "Voice" & Support)

o Team Management:

Hire, train, and manage a team of Support Executives. Conduct daily huddles to review "Ticket Backlog" and "Urgent Escalations."

o Quality Assurance (QA):

Implement a Call Audit Process. Listen to random call recordings daily to ensure executives are polite, empathetic, and not sounding robotic.

o Scripting & SOPs:

Create "Standard Response Scripts" for common issues (e.g., "Device Not Syncing"). Ensure the team speaks the language of a "Medical Professional," not a "Call Center Agent."

o Escalation Desk:

Act as the final point of contact for Angry Customers. You must have the maturity to de-escalate a heated situation and turn a frustrated doctor into a happy one.

Voice of Customer (VoC): Analyze weekly support data. If 50 doctors complain about "Login Issues," you must force the Tech Team to fix the bug rather than just closing tickets.

B. Operations (The "Body" & Logistics)

o Process Architecture:

Map out the "Order-to-Delivery" workflow. Identify bottlenecks and fix them.

o Logistics & QC:

Oversee the "Kit Preparation" team. Ensure 0% error rate in hardware/consumables sent to doctors.

o Cross-Functional Guts:

Stop a dispatch if Finance hasn't cleared payment. Hold Sales accountable for realistic promises.

o Data Command Center:

Create the "Daily Ops Dashboard" - Pending Orders, Dispatch TAT, Ticket Backlog, and NPS

Job Type: Full-time

Pay: ?25,349.02 - ?60,673.84 per month

Work Location: In person