Cluster Head - Operations

2070Health; Mumbai; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Luma Fertility is seeking a Cluster Head to oversee operations, financial performance, and patient experience across its network of fertility centres. You will work with Centre Managers to drive excellence, standardisation, and scalable growth, ensuring compliance and high-quality care.

This senior role requires extensive experience in healthcare operations, strong financial acumen, and proven leadership of multi-site teams.

Qualifications

• 10–12 years of experience in specialty healthcare operations, including 3–4 years within fertility.
• Proven experience managing multiple clinics 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.

Responsibilities

• Oversee operational, financial, and patient experience performance across multiple Luma Fertility centres.
• Lead weekly business reviews and monthly performance reviews with centre leadership.
• Drive revenue growth, patient conversions, and centre productivity.
• Ensure compliance with ART regulations and quality standards across centres.
• Develop SOPs, governance, and reporting to standardise operations.
• Lead strategic initiatives for growth, efficiency, and cost optimization.
• Present dashboards and insights to leadership for data-based decisions.

Skills

Healthcare operations

Centre Managers leadership

KPIs & analytics

Revenue cycle management

Stakeholder management

Job description

THIS JOB IS NOT WITH 2070 HEALTH

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.

www.lumafertility.com, https://lumafertility.com/press-release/

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.

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.