Job Title

Associate Director – Operations (Diagnostics)

Location

Bangalore

About Connect and Heal

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.

 

Role Summary

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.

 

Key Responsibilities

1. P&L Ownership & Business Performance

• 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.
   

 

2. Daily Operations & Execution Excellence

• 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).
   

 

3. Building Ops Leverage & Scalability

• 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.
   

 

4. Product & Tech Collaboration (Product-Led Ops)

• 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.
   

 

6. Data, Analytics & Instrumentation

• 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
     

Drive a culture where decisions are backed by numbers, not anecdotes.