Head of Customer Operations
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
Requirements
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)
Benefits
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
