Senior Operations Manager

Proxycare delivers ultra-premium, white-glove medical concierge services to HNIs and busy professionals. The Senior Operations Manager will own end-to-end daily operations , ensuring every client experience meets 5-star hospitality standards , while coordinating doctors, hospitals, diagnostics, home care, and emergency workflows. This role is ideal for a 5-star hotel, luxury hospital, or premium hospitality leader who understands service excellence, SOP discipline, discretion, and high-expectation clientele . Key Responsibilities 1. End-to-End Operations Ownership Own daily operations for Proxycare Hyderabad (and satellite cities over time) Ensure seamless delivery across: Client onboarding Care coordination Appointment scheduling Emergency handling Follow-ups & continuity of care Act as the final escalation point for service issues 2. Luxury Client Experience Design and enforce 5-star service standards across all touchpoints Personally handle VIP / HNI client escalations Ensure discretion, privacy, and empathy in every interaction Translate hospitality concepts (guest delight, anticipation, personalization) into healthcare delivery 3. Team Leadership & Staffing Build, train, and manage: Care coordinators Concierge executives Operations supervisors Create shift rosters, coverage models, and on-call rotations Conduct performance reviews and coaching 4. SOPs, Process & Quality Control Develop and maintain SOPs for: Emergency workflows Doctor coordination Hospital admissions Diagnostics & home care Implement quality audits and continuous improvement Ensure zero-friction handoffs between internal teams and partners 5. Vendor & Partner Management Manage relationships with: 5-star hospitals Diagnostic labs Ambulance providers Home healthcare partners Negotiate SLAs, service levels, and escalation protocols Ensure partners meet Proxycare’s luxury service benchmarks 6.

Compliance & Risk Management Ensure adherence to medical, data privacy, and local regulatory requirements Maintain incident logs, RCA reports, and corrective action plans Work closely with doctors and legal advisors on compliance matters 7. Reporting & Metrics Own operational KPIs such as: Client satisfaction (NPS) Response times Resolution TAT Incident rates Prepare weekly and monthly operational dashboards for leadership Candidate Profile (Must-Have) Experience 10–15+ years in luxury hospitality or premium healthcare operations Mandatory experience in one or more : 5-star or 7-star hotels Luxury hospital chains Private members-only clubs / serviced residences Has managed large, multi-shift teams and complex operations Ideal Backgrounds Operations Head / Front Office Manager – 5-Star Hotel Director of Operations – Luxury Hospital Rooms Division / Guest Experience Head – Premium Hospitality Brand Hospital Operations Manager – NABH / JCI accredited facility Skills Obsessive focus on service quality Strong people leadership & crisis handling SOP-driven mindset Vendor & stakeholder management Calm under pressure, high EQ Personal Traits Polished, composed, discreet Service-first mindset Comfortable dealing with doctors, UHNI families, and senior executives High ownership mentality Compensation Competitive fixed + performance bonus Premium role with strong growth path as Proxycare expands nationally