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