- Optionales Büro in Bengaluru
Description
About BabyMD
BabyMD is a fast-growing pediatric healthcare company reimagining how children and families experience care. We currently operate six clinics in Bengaluru, have crossed $1M ARR, and recently raised capital from a marquee investor to fuel our next phase of expansion.
Over the next two years, we are on track to scale to $10M ARR and build a multi-city, multi-vertical ecosystem that delivers joyful, trusted, high-quality pediatric care.
We are now assembling a high-calibre leadership team to help us build this next chapter: people who enjoy ownership, move with speed, and want to create something category-defining in children’s health.
Role: Operations Manager
Reporting to: Head of Business
Team reporting into this role: Clinic Managers (across all locations)
Role Summary
The Operations Manager is responsible for designing and enforcing the operating systems that run BabyMD clinics. The Operations Manager will build SOPs, cadence, metrics, and accountability mechanisms, and ensure Clinic Managers execute consistently across locations.
Requirements
Key Responsibilities
Operating System Design
- Build and document SOPs for clinic operations, patient flow, staffing, and escalation.
- Define operating rhythms (daily, weekly, and monthly cadences).
- Create dashboards to track discipline, adherence, and exceptions.
- Standardise handoffs and operational checklists across clinics.
People Management & Team Discipline
- Own day-to-day operations and team discipline across all clinics.
- Directly manage and review all Clinic Managers.
- Drive punctuality, attendance, and accountability across clinic teams.
- Oversee clinic staffing plans, rosters, and coverage, including leave management, shift planning, and on-ground contingencies.
Patient Experience & Clinical Quality
- Own execution of an exceptional patient experience across all clinics.
- Ensure smooth appointment timing, patient flow, and queue management.
- Track, analyse, and drive improvements in clinic-level NPS and patient feedback.
- Address recurring patient experience issues through operational fixes and system improvements.
- Ensure consistent adherence to defined clinical workflows, protocols, and SOPs across all locations.
- Monitor consultation flow, handoffs, and service delivery standards for compliance.
Infrastructure & Logistics Management
- Own facilities management, including maintenance, cleanliness, and overall clinic upkeep.
- Ensure consistent uptime of infrastructure, equipment, utilities, and internet.
- Manage vendors, landlords, and facility partners.
- Own procurement of clinic supplies, consumables, and services.
- Drive cost control, disciplined inventory management, and timely availability of required resources.
Escalations & Operational Oversight
- Act as the primary escalation point for complex clinic-level issues and operational contingencies.
- Provide structured updates and escalations to leadership when required.
Ideal Candidate Profile
- 3–5 years of high-impact experience in fast-paced, operations-heavy environments.
- Strong sense of ownership; operates with urgency and is relentless in driving results and on-ground problem-solving.
- Highly analytical, with proven ability to use data (NPS, wait times, adherence metrics) to diagnose issues and design scalable operational fixes.
- Experience directly managing teams and driving discipline, accountability, and performance across multiple locations.
- Maintains clarity and composure under pressure, acting as a confident escalation point for complex contingencies.
What Success Looks Like
- The operating system is built, documented, and fully adopted, ensuring every clinic executes at a predictable, high standard and is ready for rapid replication.
- Consistently delivers a seamless and punctual patient journey, resulting in strong appointment adherence and predictable clinic traffic.
- Achieves top-tier, clinic-level NPS that validates the quality and consistency of the patient experience.
- Operational issues are proactively diagnosed, fixed, and systematised, leading to a measurable reduction in escalations and reactive firefighting.
- Establishes a non-negotiable culture of discipline, accountability, and speed across all clinic teams, directly supporting BabyMD’s expansion goals.
Benefits
- Lead the operations engine of one of India’s most exciting health startups.
- Work directly with the founding team to shape business strategy and growth.
- Massive ownership, transparent culture, and rapid career growth opportunities.
- Competitive pay, and a mission that actually matters.
