Operations Manager - Remote Optometry

Responsibilities:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

15. Manage budgets, forecasts, and resource allocations effectively.

• 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