We are looking for an analytical, structured, and technology-driven leader to improve the quality and efficiency of our end-to-end service delivery.

This is a cross-functional role working closely with Operations, Customer Support, Expert Teams, Clinical, Product, Technology, and Customer Success.

The person will own key areas such as counselling adherence, expert supply and utilisation, customer and expert support, service quality, operational dashboards, process improvement, and automation.

Key Responsibilities
- Monitor counselling adherence, cancellations, no-shows, delays, and service failures.
- Improve expert availability, utilisation, capacity planning, and demand-supply fulfilment.
- Strengthen customer and expert support, escalations, and resolution processes.
- Define and monitor SLAs, quality standards, operational KPIs, and dashboards.
- Identify recurring issues, conduct root-cause analysis, and drive corrective actions.
- Build scalable SOPs, workflows, governance mechanisms, and review processes.




- Work with Product and Technology teams to digitise and automate manual processes.
- Improve customer satisfaction, expert experience, service quality, and operational efficiency.

What We’re Looking For
- 5+ years of experience in operations, service delivery, customer support, or customer experience.
- Strong analytical and problem-solving skills.
- Highly organised, structured, and process-oriented.
- Experience managing cross-functional and customer-facing operations.
- Comfort with data, dashboards, spreadsheets, CRM, and support platforms.
- Understanding of automation, AI, no-code tools, and digital workflows.
- Robust communication and stakeholder-management skills.
- Ability to handle sensitive user and expert concerns with empathy and maturity.
- Experience in healthcare, mental health, wellness, or telehealth is a plus.

Success in This Role

The person should be able to:
- Improve counselling adherence and service fulfilment.
- Strengthen exp

📌 Service Quality (Bengaluru)
🏢 YourDOST
📍 Bengaluru