Operations Manager

Location: Gurgaon (Onsite)

Reporting To: Head of CX

The Operations Manager at Sova Health will own and drive end-to-end operational execution across diagnostics, expert consultations, customer experience, and partner coordination.

This role is critical to ensuring a seamless customer journeyfrom microbiome test kit ordering to expert consultations and post-consultation follow-upswhile maintaining high SLAs, strong CX metrics, and scalable, automation-led processes.

The ideal candidate is a hands-on leader who can balance day-to-day execution with process optimization, automation, and cross-functional collaboration in a fast-growing health-tech environment.

• Manage daily operations across all customer funnels and touchpoints.
• Ensure smooth customer flow from onboarding to retention.
• Maintain strict adherence to SLAs, TATs, and quality benchmarks.
• Support new program launches, pilots, and operational experiments.
• Act as a bridge between customer experience, execution, and business strategy.

• Identify operational gaps and recurring CX issues across the customer journey.
• Build, document, and continuously improve SOPs for scalable execution.
• Drive automation across CRM, reminders, reporting, and follow-ups.
• Collaborate with tech, product, and automation partners (e.g., WhatsApp API, IVR, CRM tools).

• Manage logistics, lab, call center, and technology vendors.
• Track vendor SLAs for kit dispatch, pickup, and processing timelines.
• Handle escalations related to delayed kits, reassigned kits, or missed pickups.
• Ensure accountability, transparency, and performance tracking across partners.

• Lead and manage operations executives and coordinators.
• Set daily, weekly, and monthly targets aligned with business goals.
• Conduct performance reviews, training sessions, and SOP adherence checks.
• Build a culture of ownership, accountability, and continuous improvement.

• Strong operations ownership and execution mindset.
• Deep understanding of customer experience and service delivery.
• Ability to manage complex, multi-step customer journeys.
• Data-driven decision-making and structured problem-solving skills.
• Strong stakeholder and vendor management capabilities.

• CRM tools (Freshdesk, Zoho, Salesforce, or similar).
• Scheduling tools (Calendly, Google Calendar).
• Communication platforms (WhatsApp API, IVR, email automation).
• Reporting tools (Google Sheets, Excel, dashboards).

• 48 years of experience in Operations, CX, or Service Delivery roles.
• Prior experience in health-tech, diagnostics, D2C, or consumer services preferred.
• Proven experience managing teams and external vendors.
• MBA or relevant graduate degree preferred.

• Seamless, predictable, and scalable customer journeys.
• High consultation attendance and strong CX scores.
• Reduced operational escalations and delays.
• Automation-led, efficient operations.
• Clear visibility and ownership of operational metrics.

• Opportunity to scale operations at a fast-growing gut health brand.
• High-ownership role with direct exposure to leadership.
• Chance to shape CX, automation, and operational strategy.
• Meaningful impact on preventive and personalized healthcare.

Please share your CV at: HR@sova.health