We are looking for an Operations & Excellence Associate to support the delivery of high-quality, seamless mental health care experiences across our user and provider ecosystem.
This role sits at the intersection of operations, service excellence, and care navigation/coordination. The ideal candidate is highly organised, empathetic, operationally reliable, and comfortable managing communication across multiple channels including email, chat, and calls.
You will play a key role in ensuring smooth day-to-day operations, timely support resolution, provider coordination, session management, and overall service quality while contributing to continuous operational improvements.
User & Provider Support
Manage and respond to user and provider queries across email, chat, and calls within defined SLAs
Support session management processes including bookings, rescheduling, cancellations, and escalations
Coordinate closely with internal teams to ensure timely issue resolution and seamless care delivery
Provide high-touch support for sensitive or complex operational cases where required




Ensure accurate documentation and updates across operational systems and trackers
Care Excellence & Service Quality
Deliver a positive and empathetic experience across all user and provider touchpoints
Identify operational gaps, recurring concerns, and service risks proactively
Support escalation management and service recovery efforts
Maintain quality standards and adherence to SOPs across operational workflows
Assist in monitoring provider compliance, responsiveness, and operational performance
Operations & Coordination
Support day-to-day operational workflows and cross-functional coordination
Assist with maintaining trackers, dashboards, operational reports, and process documentation
Contribute to operational improvement initiatives and automation opportunities
Ensure operational data and records remain accurate and up to date
Support implementation of current workflows, services, or operational pro

📌 Care Excellence Associate (India)
🏢 Intellect
📍 India