Title: Operations Manager – Clinics (Mumbai)
Reports to: Cluster Manager
Direct reports: Sr Ops – 1 per clinic × all clinics in Mumbai
Location: Mumbai — field role, daily travel across clinic locations (own vehicle/two-wheeler preferred; travel reimbursed)
About Pravaayu
Pravaayu is a Mumbai-based specialty healthcare chain delivering non-surgical, evidence-based treatment for bone and joint pain, built on our proprietary CVRT® protocol (published in EJPMR). We're not a wellness or lifestyle-Ayurveda brand — we run clinics with clinical rigor, measured outcomes (WOMAC, ROM, MMT), and an NPS of 91.
Role Summary
This person owns day-to-day operational health across all Pravaayu clinics in Mumbai, managing the Sr Ops at each clinic and rolling up city-level operational performance to the Cluster Manager. They are the layer between on-ground execution (Sr Ops, clinic staff) and cluster-level oversight — the person who ensures every clinic runs to protocol, every day, without needing the Cluster Manager to intervene on routine issues.
Key Responsibilities
1. Sr Ops Management & Field Oversight
- Direct management of Sr Ops (one per clinic) — daily check-ins, weekly performance review, coaching against KRA/KPI framework
- Physical clinic visits on a fixed rotation across all 6 locations; unannounced spot-checks in addition to scheduled visits
- Escalation point for any issue Sr Ops can't resolve at clinic level (staffing gaps, vendor failures, patient complaints, compliance flags)
- Own hiring/backfill TAT for Sr Ops role itself, in coordination with HR (Ritika)
2. Patient Experience Operations
- Audit patient journey execution at each clinic (intake → consultation → therapy delivery → discharge) against CVRT® protocol and SOPs
- Own clinic-level NPS and complaint resolution TAT; ensure Sr Ops are executing the patient experience standard consistently across all sites, not just the flagship clinic
3. Manpower Operations (via Sr Ops)
- Ensure Sr Ops are maintaining attendance, roster adequacy, and shift coverage at each clinic
- Cross-clinic staffing view — identify patterns (e.g., recurring gaps at one location) that a single Sr Ops might miss
- Backup staffing plan across clinics for leave clashes/attrition
4. Inventory, Equipment & Facility Management
- Consolidated stock and equipment-uptime view across all clinics; hold Sr Ops accountable for zero stockouts and preventive maintenance adherence
- Vendor management for facility, equipment, and consumables at the city level — negotiate rates/SLAs centrally, Sr Ops execute locally
- Facility standard enforcement — clinics must read as premium/aspirational across all locations, not just where leadership visits most
5. Process, Compliance & SOP Adherence
- City-wide compliance tracker (licenses, biomedical waste, fire safety, POSH, labour) — Sr Ops report status, Operations Manager owns zero-lapse accountability
- Ensure Master Clinical Protocol (ICM: Assessment → Stratification → Intervention → Measurement → Iteration) documentation and outcome-tracking discipline is uniform across all clinics
- Own and refine SOPs; when one clinic solves a problem well, institutionalize it across all via Sr Ops
6. Reporting to Cluster Manager
- Own the daily/weekly city-level ops dashboard (footfall, staffing, complaints, stockouts, compliance)
across all clinics
- Weekly written report to Cluster Manager: RAG status per clinic, issues resolved at Operations Manager level, issues escalated upward, action plan
Success Metrics (First 6 Months)MetricTargetClinic NPS (across all)≥85, no single clinic below 80Stockout incidentsZeroStatutory compliance lapsesZeroSr Ops attrition<10% in first 6 months (indicates coaching, not just enforcement)Weekly report to Cluster Manager100% on-timeEquipment downtime resolution<24 hrsRequirements
- 5–8 years in multi-site operations management with direct people management of location-level managers/supervisors — healthcare, diagnostics, wellness chains, retail, or QSR (healthcare/diagnostics preferred)
- Demonstrated experience managing a team of managers (not just individual contributors) across geographically spread sites
- Comfortable with heavy daily travel across Mumbai (own vehicle strongly preferred)
- Data-literate — daily dashboard tracking across 6 sites simultaneously
- High ownership, low ego
- Bachelor's degree minimum; healthcare administration/operations background a plus
Nice-to-Have
- Prior experience in a specialty clinic chain, diagnostics chain (Metropolis/Thyrocare-type), or physiotherapy/rehab network
- Exposure to NABH or clinical compliance frameworks
- Bilingual Hindi/Marathi/English
Title: Operations Manager – Clinics (Mumbai)
Reports to: Cluster Manager
Direct reports: Sr Ops – 1 per clinic × all clinics in Mumbai
Location: Mumbai — field role, daily travel across clinic locations (own vehicle/two-wheeler preferred; travel reimbursed)
About Pravaayu
Pravaayu is a Mumbai-based specialty healthcare chain delivering non-surgical, evidence-based treatment for bone and joint pain, built on our proprietary CVRT® protocol (published in EJPMR). We're not a wellness or lifestyle-Ayurveda brand — we run clinics with clinical rigor, measured outcomes (WOMAC, ROM, MMT), and an NPS of 91.
Role Summary
This person owns day-to-day operational health across all Pravaayu clinics in Mumbai, managing the Sr Ops at each clinic and rolling up city-level operational performance to the Cluster Manager. They are the layer between on-ground execution (Sr Ops, clinic staff) and cluster-level oversight — the person who ensures every clinic runs to protocol, every day, without needing the Cluster Manager to intervene on routine issues.
Key Responsibilities
1. Sr Ops Management & Field Oversight
- Direct management of Sr Ops (one per clinic) — daily check-ins, weekly performance review, coaching against KRA/KPI framework
- Physical clinic visits on a fixed rotation across all 6 locations; unannounced spot-checks in addition to scheduled visits
- Escalation point for any issue Sr Ops can't resolve at clinic level (staffing gaps, vendor failures, patient complaints, compliance flags)
- Own hiring/backfill TAT for Sr Ops role itself, in coordination with HR (Ritika)
2. Patient Experience Operations
- Audit patient journey execution at each clinic (intake → consultation → therapy delivery → discharge) against CVRT® protocol and SOPs
- Own clinic-level NPS and complaint resolution TAT; ensure Sr Ops are executing the patient experience standard consistently across all sites, not just the flagship clinic
3. Manpower Operations (via Sr Ops)
- Ensure Sr Ops are maintaining attendance, roster adequacy, and shift coverage at each clinic
- Cross-clinic staffing view — identify patterns (e.g., recurring gaps at one location) that a single Sr Ops might miss
- Backup staffing plan across clinics for leave clashes/attrition
4. Inventory, Equipment & Facility Management
- Consolidated stock and equipment-uptime view across all clinics; hold Sr Ops accountable for zero stockouts and preventive maintenance adherence
- Vendor management for facility, equipment, and consumables at the city level — negotiate rates/SLAs centrally, Sr Ops execute locally
- Facility standard enforcement — clinics must read as premium/aspirational across all locations, not just where leadership visits most
5. Process, Compliance & SOP Adherence
- City-wide compliance tracker (licenses, biomedical waste, fire safety, POSH, labour) — Sr Ops report status, Operations Manager owns zero-lapse accountability
- Ensure Master Clinical Protocol (ICM: Assessment → Stratification → Intervention → Measurement → Iteration) documentation and outcome-tracking discipline is uniform across all clinics
- Own and refine SOPs; when one clinic solves a problem well, institutionalize it across all via Sr Ops
6. Reporting to Cluster Manager
- Own the daily/weekly city-level ops dashboard (footfall, staffing, complaints, stockouts, compliance) across all clinics
- Weekly written report to Cluster Manager: RAG status per clinic, issues resolved at Operations Manager level, issues escalated upward, action plan
Success Metrics (First 6 Months)MetricTargetClinic NPS (across all)≥85, no single clinic below 80Stockout incidentsZeroStatutory compliance lapsesZeroSr Ops attrition<10% in first 6 months (indicates coaching, not just enforcement)Weekly report to Cluster Manager100% on-timeEquipment downtime resolution<24 hrsRequirements
- 5–8 years in multi-site operations management with direct people management of location-level managers/supervisors — healthcare, diagnostics, wellness chains, retail, or QSR (healthcare/diagnostics preferred)
- Demonstrated experience managing a team of managers (not just individual contributors) across geographically spread sites
- Comfortable with heavy daily travel across Mumbai (own vehicle strongly preferred)
- Data-literate — daily dashboard tracking across 6 sites simultaneously
- High ownership, low ego
- Bachelor's degree minimum; healthcare administration/operations background a plus
Nice-to-Have
- Prior experience in a specialty clinic chain, diagnostics chain (Metropolis/Thyrocare-type), or physiotherapy/rehab network
- Exposure to NABH or clinical compliance frameworks
- Bilingual Hindi/Marathi/English
Compensation ₹8-10 LPA fixed, + performance bonus tied to the metrics above
Send me cvs on
[email protected] or (phone hidden)
Pay: ₹40,000.00 - ₹80,000.00 per month
Benefits
- Versatile schedule
- Paid sick time
- Provident Fund
Work Location: In person
📌 Operations Manager (Mumbai)
🏢 Pravaayu Healthcare
📍 Mumbai