Manager - Customer Excellence

GigaCare; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

GigaCare operates onsite health clinics across India, delivering employer health solutions with a focus on accessibility and quality. We are seeking a Manager – Customer Excellence to oversee operations across multiple OHCs, drive service delivery and client satisfaction, and lead cross-functional teams.

In this role you will manage end-to-end operations, develop governance, mentor staff, and build strong client relationships while delivering performance across locations.

Qualifications

• 6–8 years of experience in operations, customer success, account management, healthcare operations, or client-facing roles.
• Strong leadership and people management capabilities.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple locations and teams simultaneously.
• Experience in Healthcare, Occupational Health Centres (OHC), Clinics, Employee Health, or Healthcare Operations will be an added advantage.

Responsibilities

• Manage end-to-end operations across multiple health centres and client locations
• Lead and mentor multidisciplinary teams including Doctors, Nurses, and Administrative Staff
• Ensure consistent service delivery and operational governance across sites
• Monitor and achieve client-specific KPIs, SLAs, and business performance metrics
• Drive workforce planning including hiring, onboarding, training, and performance management
• Track daily operations including attendance, scheduling, compliance, and workflow management
• Identify operational gaps and implement process improvement initiatives
• Conduct regular team reviews, coaching sessions, and performance discussions
• Build strong client relationships and act as the primary operational point of contact
• Prepare and present periodic business and operational performance reports

Skills

Operations Management

Client Relationship Management

Performance Management

People Leadership

Stakeholder Engagement

Healthcare Operations

Job description

Manager – Customer Excellence | Operations & OHC Management

Locations: Hyderabad

Employment Type: Full-time

Experience Required: 6–8 Years

About GigaCare

At GigaCare, we’re redefining how organizations deliver healthcare to their employees. As a leading provider of employer direct healthcare solutions, we specialize in managing onsite health clinics and delivering high-quality healthcare services to workplaces across India. Our mission is simple — to make healthcare more accessible, efficient, and impactful for businesses and their people.

About the Role

We are looking for a highly driven Manage – Customer Excellence to oversee operations across multiple Onsite Health Clinics (OHCs) and lead cross-functional teams. This role is ideal for professionals with experience in operations management, stakeholder engagement, service delivery, and people leadership. You will play a critical role in ensuring seamless clinic operations, maintaining client satisfaction, and driving operational excellence across locations.

Key Responsibilities

• Manage end-to-end operations across multiple health centres and client locations
• Lead and mentor multidisciplinary teams including Doctors, Nurses, and Administrative Staff
• Ensure consistent service delivery and operational governance across sites
• Monitor and achieve client-specific KPIs, SLAs, and business performance metrics
• Drive workforce planning including hiring, onboarding, training, and performance management
• Track daily operations including attendance, scheduling, compliance, and workflow management
• Identify operational gaps and implement process improvement initiatives
• Conduct regular team reviews, coaching sessions, and performance discussions
• Build strong client relationships and act as the primary operational point of contact
• Prepare and present periodic business and operational performance reports

Requirements

• 6–8 years of experience in operations, customer success, account management, healthcare operations, or client-facing roles
• Strong leadership and people management capabilities
• Excellent communication and stakeholder management skills
• Ability to manage multiple locations and teams simultaneously
• Experience in Healthcare, Occupational Health Centres (OHC), Clinics, Employee Health, or Healthcare Operations will be an added advantage

Preferred Skills

• Operations Management
• Client Relationship Management
• Performance Management
• Process Improvement
• Workforce Planning
• Healthcare Operations

If you are passionate about building scalable healthcare operations and delivering exceptional client experiences, we’d love to hear from you.