Senior Director of Operations

Advantmed India LLP; Ahmedabad District; On-site; INR 4,500,000 - 7,000,000; Full time

Job summary

Advantmed India LLP in Ahmedabad, Gujarat is seeking an accomplished operations leader to scale In-Home Health Assessment (IHA) operations. The role requires hands-on leadership to manage large teams, drive service delivery, customer experience, and performance in a US-shift environment.

You will own end-to-end IHA operations, drive productivity, SLA adherence, and continuous improvement while partnering with executives on growth and transformation.

Qualifications

• 15+ years of operations leadership with at least 5+ years in a senior role.
• Extensive experience in US Healthcare Operations.
• Strong experience managing voice and non-voice contact center operations.
• Expertise in Workforce Management, Forecasting, Capacity Planning, Scheduling, and MIS.
• Strong P&L ownership and financial management experience.
• Experience leading onshore and offshore teams.
• Demonstrated success in process excellence, automation, transformation, and change management.
• Experience managing seasonal or volume-driven businesses with significant ramp-up.
• Strong client and stakeholder management at executive level.

Responsibilities

• Own end-to-end IHA operations and delivery performance.
• Drive productivity, quality, SLA adherence, customer satisfaction, and efficiency.
• Lead escalations, service recovery, and continuous improvement initiatives.
• Partner with leadership on growth and execution strategies.
• Manage budgets, forecasting, profitability, and financial performance.
• Drive cost optimization and productivity improvements.
• Monitor operational and financial KPIs.
• Lead large-scale voice and non-voice operations.
• Oversee workforce planning, forecasting, scheduling, capacity management, and service levels.
• Drive MIS governance, reporting, and data-driven decision making.
• Lead, coach, and develop a multi-layer leadership team.
• Build a culture of accountability, performance, and engagement.
• Drive hiring, succession planning, talent development, and retention.
• Lead automation, process excellence, and operational transformation initiatives.

Job description

Location: Ahmedabad, Gujarat [Work From Office]

Department: In-home Health Assessment

Shift: US Shift [8 PM to 5:30 AM IST]

Role Summary:

Lead and scale In-Home Health Assessment (IHA) operations, driving service delivery, customer experience, workforce planning, operational excellence, financial performance, and business transformation. The role requires a hands-on operations leader capable of managing large teams, driving growth, and building a high-performance culture in a fast-paced environment.

Requirements:

• 15+ years of operations leadership experience with at least 5+ years in a senior leadership role.
• Extensive experience in US Healthcare Operations.
• Strong experience managing voice and non-voice contact center operations.
• Expertise in Workforce Management (WFM), Forecasting, Capacity Planning, Scheduling, and MIS Management.
• Strong P&L ownership and financial management experience.
• Experience leading onshore and offshore teams.
• Demonstrated success in leading process excellence, automation, operational transformation, and change management initiatives.
• Experience managing seasonal or volume-driven businesses with significant workforce ramp-up and capacity planning requirements.
• Strong client and stakeholder management experience, including executive-level interactions.

Key Responsibilities:

Operations Leadership

• Own end-to-end IHA operations and delivery performance.
• Drive productivity, quality, SLA adherence, customer satisfaction, and operational efficiency.
• Lead escalations, service recovery, and continuous improvement initiatives.
• Partner with leadership on business growth and execution strategies.

Financial & Business Management

• Manage business unit budgets, forecasting, profitability, and financial performance.
• Drive cost optimization and productivity improvements.
• Monitor operational and financial KPIs.

Contact Center & Workforce Management

• Lead large-scale voice and non-voice operations.
• Oversee workforce planning, forecasting, scheduling, capacity management, and service levels.
• Drive MIS governance, reporting, and data-driven decision making.
• Lead, coach, and develop a multi-layer leadership team.
• Build a culture of accountability, performance, and engagement.
• Drive hiring, succession planning, talent development, and retention.

Transformation & Change Management

• Lead automation, process excellence, and operational transformation initiatives.
• Act as a change agent to improve scalability, efficiency, and customer experience.
• P&L Management
• Contact Center Operations
• Workforce Management
• Strategic Thinking
• Change Management
• Data-Driven Decision Making
• Stakeholder Management
• Executive Communication
• Problem Solving & Execution
• Startup / Growth Mindset

About Advantmed

Founded in 2005, headquarters based in California, Advantmed is a leading Healthcare Information Management company that helps Health Plans & MCOs (Managed Care Organizations) optimize Revenue & improve Quality Outcomes. Advantmed partners with Health Plans & MCO to deliver optimal combination of capabilities unique to each organization needed to achieve the objectives including Risk Analytics, Quality Analytics software certified by NCQA for HEDIS Measures, risk adjustment coding, medical record retrieval, abstraction & coding services, including Provider Education.