Cluster Head - Operations

2070 Health Inc.; Maharashtra; Presencial; INR 6.000.000 - 9.000.000; Jornada completa

Descripción de la vacante

Luma Fertility is expanding its fertility network across India and seeks a Cluster Head to oversee operations, revenue, and patient experience across multiple centres. You will partner with Centre Managers to drive standardisation, efficiency, and scalable growth while maintaining high-quality care and patient satisfaction.

Lead critical performance reviews, manage cross-functional teams, and build a high-performance culture focused on outcomes and compliance with ART regulations and internal

Formación

• 10-12 years of experience in specialty healthcare operations.
• 3-4 years within the fertility industry.
• Proven experience managing multiple clinics, hospitals, or healthcare centres.
• Strong understanding of healthcare operations, revenue cycle management, and patient experience.
• Demonstrated experience leading Centre Managers or Operations Managers.
• Strong analytical, financial, stakeholder management, and problem-solving skills.

Responsabilidades

• Oversee operational, financial, and patient experience performance across multiple centres.
• Drive revenue growth, standardisation, and scalability as the network expands.
• Lead weekly business reviews and monthly performance reviews; set and monitor KPIs.
• Support hiring, onboarding and succession planning for operational teams.
• Build a high-performance culture with strong accountability.
• Ensure consistent patient experience standards across all centres and manage escalations.

Conocimientos

Operations management

Revenue cycle

Healthcare operations

Stakeholder management

Descripción del empleo

About Us

Luma Fertility is a next-generation fertility company founded by second-time entrepreneur Neha K Motwani and backed by Peak XV Partners. We are redefining fertility care through science, compassion, and clinical excellence, combining cutting-edge reproductive medicine with deeply personalized patient support. Following the launch of our flagship clinic in Bandra, we are expanding our footprint with multiple new centres across India. Our mission is to make fertility care more transparent, data-driven, and emotionally supportive.

You can explore more about them at www.lumafertility.com, https://lumafertility.com/press-release/

Requirements

Job Role

The Cluster Head will be responsible for overseeing the operational, financial, and patient experience performance across multiple Luma Fertility centres. This role will work closely with Centre Managers to drive operational excellence, revenue growth, standardisation, and scalability as Luma expands.

• Business Performance & Revenue
• Own cluster-level revenue, profitability and operational KPIs aligned with company AOP
• Drive treatment conversions, attachment rates, FCDR and indirect conversions across all centres
• Monitor centre-wise business performance and identify improvement opportunities
• Review revenue leakage, billing efficiency and collection metrics
• Drive initiatives to improve revenue per patient and overall centre productivity
• Centre Leadership & Team Development
• Conduct weekly business reviews and monthly performance reviews
• Set KPIs and monitor achievement against targets
• Support hiring, onboarding and succession planning for operational teams
• Build a high-performance culture with strong accountability
• Patient Experience & Quality
• Ensure consistent patient experience standards across all centres
• Monitor NPS, waiting time, complaints and patient feedback
• Drive patient experience improvement initiatives
• Ensure grievance resolution and escalation management
• Maintain hospitality, cleanliness and service quality standards
• Process Excellence & Compliance
• Develop, implement and continuously improve SOPs across centres
• Ensure compliance with ART regulations, PCPNDT, MRD documentation and internal quality standards
• Drive audit preparedness and corrective action implementation
• Standardise operational reporting and governance
• Growth & Strategic Projects
• Partner with Marketing, Corporate Sales and Clinical teams to improve patient acquisition and conversion
• Support expansion into new centres through operational planning and execution
• Lead strategic operational initiatives and automation projects
• Identify opportunities to improve efficiency, cost optimisation and patient outcomes
• Financial & Business Governance
• Review centre P&Ls and operational costs
• Monitor inventory, procurement and vendor performance
• Ensure financial discipline and minimise operational inefficiencies
• Drive budgeting and forecasting with leadership
• Reporting & Analytics
• Own cluster performance dashboards.
• Present weekly and monthly business reviews to leadership
• Analyse conversion trends, operational KPIs and patient insights
• Drive data-based decision making across centres

Qualifications

• 10-12 years of experience in specialty healthcare operations, including at least 3-4 years within the fertility industry
• Proven experience managing multiple clinics, hospitals, or healthcare centres
• Strong understanding of healthcare operations, revenue cycle management, and patient experience
• Demonstrated experience leading Centre Managers or Operations Managers
• Strong analytical, financial, stakeholder management, and problem-solving skills