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Associate Director – Operations (Diagnostics)
Bangalore
Connect and Heal is India’s leading employer-led healthcare platform, enabling preventive health check-ups, diagnostics, OPD care, and 24×7 wellness support for employees across enterprises. We operate at scale with a deep focus on operational excellence, partner reliability, and tech-led efficiency.
The Associate Director – Operations will own and scale the Lab Visit (Diagnostics) business end-to-end, with full P&L responsibility. This role is a builder-operator position—responsible for daily execution, provider network performance, unit economics, process design, and building long-term operating leverage through product, automation, and data.
You will work at the intersection of operations, product, analytics, and provider partnerships, ensuring a world-class consumer experience while driving cost efficiency and scalability.
Own end-to-end P&L for the Diagnostics / Lab Visit business.
Drive GM improvement via pricing discipline, provider negotiations, mix optimisation, and ops efficiency.
Build and track unit economics at SKU / city / provider / cohort level.
Own forecasting, monthly business reviews, variance analysis, and corrective actions.
Balance growth, quality, and cost without compromising CX.
Own day-to-day ops: order allocation, appointment fulfilment, cancellations, reschedules, escalations.
Design and continuously improve SOPs, SLAs, escalation matrices, and QC processes.
Ensure high on-time visit rates, low cancellations, minimal rework, and zero patient safety incidents.
Build operational resilience for peak loads, seasonality, and enterprise-driven spikes.
Lead centralized and on-ground teams (concierge, ops coordinators, city leads if applicable).
Identify and eliminate manual ops bottlenecks through process re-engineering.
Convert people-led ops into system-led workflows.
Design scalable operating models where transaction growth does not linearly increase headcount.
Define clear control points: where human intervention is required vs automated.
Work closely with Product, Tech, and Data teams to:
Translate ops pain points into product requirements (PRDs).
Build self-serve, workflow-driven, and rule-based systems.
Improve both consumer experience (booking, tracking, transparency) and internal ops efficiency.
Champion automation, instrumentation, and experimentation over manual fixes.
Be the voice of ops in product prioritization forums.
5. Provider Network Ownership & Relationships
Own provider lifecycle management: onboarding, performance tracking, renewal, and exits.
Build strong relationships with diagnostic chains, regional labs, and premium partners.
Drive provider compliance on SLAs, quality standards, reporting, and billing accuracy.
Lead commercial negotiations: pricing, margins, exclusivity, incentives, penalties.
Create provider scorecards and actively manage under-performance.
Be deeply data-driven; define and own all core ops and business metrics.
Work with analytics teams to build:
Real-time ops dashboards
Provider performance scorecards
Funnel leakage and root-cause analysis
Use data to:
Predict failures before they occur
Optimize allocation and routing
Improve first-time-right rates