Role Purpose

The Operations Manager – mHealth is responsible for ensuring operational excellence, service quality, and continuous improvement of mHealth services. The role focuses on optimizing patient experience, managing healthcare operations, and driving cross-functional collaboration to enhance service delivery and business performance.

Key Responsibilities

Operational Management
Ensure adherence to defined service level agreements (SLAs) and operational KPIs.
Monitor service performance including response time, turnaround time, and doctor productivity.
Develop and manage doctor capacity planning and scheduling (rosters).
Identify process improvement opportunities and collaborate with IT and relevant teams.
Team Management
Lead recruitment, onboarding, training, and performance management of Health Executives and Concierge Officers.
Allocate tasks and monitor team performance to ensure high-quality service delivery.
Drive a customer-centric culture focused on delivering an exceptional patient experience.
Service & Product Development
Collaborate with medical, operations, and product teams to enhance service offerings.
Develop partnerships with healthcare providers (diagnostics, pharmacy, ambulance, medical devices).
Support development of clinical programs and new healthcare products.
Technical Coordination & System Development
Identify and report system issues; coordinate with Product and Technical teams.
Own and drive the mHealth technical roadmap in Bangladesh.
Lead User Acceptance Testing (UAT)