Lenskart - Operations Manager - Remote Optometry Process (5-10 yrs)

Responsibilities:

- Oversee day-to-day operations of remote optometry services to ensure smooth functioning.

- Identify and implement strategies to enhance efficiency, service quality, and customer satisfaction.

- Develop SOPs for tele-optometry processes and ensure compliance with clinical guidelines.

- Manage and mentor a team of optometrists, support staff, and customer service representatives.

- Coordinate with other teams (customer care, tech, and supply chain) to ensure seamless operations.

- Conduct regular performance reviews, training sessions, and team meetings.

- Monitor and improve the digital infrastructure supporting remote consultations and diagnostics.

- Collaborate with the product team to enhance tele-optometry tools and patient portals.

- Stay updated on advancements in optometric technology and telehealth best practices.

- Ensure patient interactions align with Lenskart's customer-centric ethos.

- Monitor patient feedback and reviews to improve the service experience.

- Ensure strict adherence to clinical quality, safety standards, and regional healthcare regulations.

- Track KPIs, including customer wait times, eye test rates, and service satisfaction scores.

- Generate regular operational reports and provide actionable insights to leadership.

- Manage budgets, forecasts, and resource allocations effectively.

Qualifications:

- Bachelor's or Master's

- 5+ years of experience in Backend / BPO operations - preferably with experience in tele health process

- Strong knowledge of operations management

-Excellent leadership, problem-solving, and communication skills.

- Ability to manage remote teams and multi-task in a fast-paced environment.

- Experience with data analytics , SQL and operational KPIs is a plus.

- Process improvement experience is preferred

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