Operations and Customer Success Lead - OPD and Wellness

Key Responsibilities

Client Program Management

• Serve as the primary liaison for corporate clients regarding health check-up and wellness programs.
• Understand client-specific requirements and customize program delivery accordingly.
• Ensure smooth onboarding and engagement of corporate employees through digital platforms.
• Ensure timely execution of health check-up camps, wellness sessions, and digital health initiatives

Subcontractor & Vendor Governance

• Manage subcontractors responsible for service delivery (labs, hospitals, wellness providers).
• Define and monitor KPIs, SLAs, and compliance standards.
• Conduct regular performance reviews and audits to ensure service quality and reliability.

Technology Platform Oversight

• Oversee the integration of subcontractor tech platforms with our systems as applicable.
• Ensure accurate mapping of network providers and service availability across geographies at right cost.
• Collaborate with tech teams of subcontractors to enhance platform usability and employee experience.

Operational Execution

• Plan and execute health check-up drives, wellness sessions, and digital health campaigns.
• Drive operational efficiency and continuous improvement across program delivery.
• Monitor daily operations, resolve escalations, and ensure timely service delivery.
• Maintain dashboards, reports, and analytics for internal and client reporting.

Quality & Compliance

• Ensure adherence to healthcare regulations, data privacy laws, and internal quality standards.
• Implement feedback loops and continuous improvement mechanisms.

Qualifications & Skills:

• Bachelor’s degree in Healthcare Management, Business Administration, or related field.
• 10+ years of experience in program management, preferably in healthcare or wellness services.
• Strong understanding of digital health platforms and corporate wellness ecosystems.
• Proven experience in managing subcontractors and vendor performance.
• Excellent communication, stakeholder management, and problem-solving skills.
• Proficiency in MS Excel, PowerPoint, and reporting tools; familiarity with CRM or health tech platforms is a plus.

Preferred Attributes:

• Experience working with corporate clients and large employee bases.
• Familiarity with digital health platforms and wellness ecosystems.
• Strong analytical skills and proficiency in reporting tools.
• Ability to manage multiple stakeholders and drive outcomes in a fast-paced environment.
• Analytical mindset with a focus on data-driven decision-making.
• Flexible to travel on project requirement basis.