Job Title : Associate – Founder’s Office (CX + OPs)

Experience: 2–5 Years

Location: Bengaluru, India (In office)

Employment Type: Full-Time (6-days Work Week)

Compensation: ₹5–8 LPA (CTC)

About Stance HealthStance Health is an evidence-backed physiotherapy and performance healthcare company focused on injury prevention, pain management, movement optimization, rehabilitation, and performance enhancement. Through technology-backed assessments, evidence-based treatment protocols, and long-term strength programs, we help individuals recover better, move better, and perform at their highest potential.

We currently operate 5 centres across Bengaluru — HSR, Whitefield, Indiranagar, JP Nagar, and Koramangala — delivering 5,000+ sessions every month. As we continue expanding across Bengaluru, we are building the systems, processes, and customer experience capabilities required to scale Stance into a leading high-performance healthcare brand.

About the RoleWe are looking for an Associate – Founder’s Office (Customer Experience) to work closely with the founding team to improve the end-to-end customer experience across Stance Health.

In a service-led healthcare business, customer experience goes beyond how a customer is greeted or how their queries are handled. It is shaped by every interaction — from the first enquiry and appointment booking to the centre visit, service delivery, follow-ups, and the customer's ongoing journey with Stance.

You will be responsible for identifying gaps in this journey, improving customer-facing processes, ensuring operational consistency across centres, and working with different teams to turn customer feedback into measurable improvements.

This is a hands-on, cross-functional role that combines customer experience, centre operations, process improvement, and business execution. You will regularly visit centres, interact with frontline teams, analyse customer-related data, resolve recurring issues, and implement initiatives that improve customer satisfaction, retention, referrals, and overall business performance.

You will work directly with the founding team and be expected to take ownership of problems from identification to resolution, rather than simply reporting them or coordinating with others.

Key Responsibilities1. Customer Experience & Journey Management

- Understand and evaluate the end-to-end customer journey, from the initial enquiry and onboarding through appointments, centre visits, follow-ups, and continued engagement.

- Identify friction points, service gaps, and recurring customer complaints across different stages of the journey.
- Work with relevant teams to improve response times, appointment coordination, communication, follow-ups, and issue resolution.
- Establish and improve processes that ensure customers receive a consistent, professional, and reliable experience across all Stance centres.
- Monitor customer feedback, complaints, and service-related concerns, ensuring that issues are resolved and corrective actions are implemented.
- Identify opportunities to improve customer satisfaction, trust, engagement, and the overall service experience.

2. Centre Operations & Process Excellence





- Conduct regular visits to existing centres to understand how customer-facing processes are being followed in practice.
- Monitor adherence to defined SOPs and operational standards across front desk processes, customer communication, appointment coordination, and other relevant touchpoints.
- Identify discrepancies between established processes and actual on-ground execution, and work with centre teams to close these gaps.
- Work with frontline, clinical, customer support, and operations teams to resolve issues affecting the customer experience.
- Track recurring operational problems and implement corrective measures to prevent them from recurring.
- Support the development and improvement of scalable processes as Stance expands to additional centres.

3. Customer Retention, Engagement & Growth

- Analyse customer drop-offs, missed appointments, repeat visits, retention patterns, and feedback to identify opportunities for improvement.
- Work with relevant teams to strengthen follow-up mechanisms, customer engagement, referral initiatives, and reactivation efforts.
- Identify reasons for customer dissatisfaction or disengagement and develop actionable solutions to address them.
- Collaborate with the growth and marketing functions on customer-facing campaigns, referral programs, engagement initiatives, and service improvements.
- Evaluate the effectiveness of initiatives using customer and business metrics, and recommend ways to improve outcomes.
- Identify opportunities to improve the overall customer lifecycle and contribute to sustainable revenue growth through better customer experience and retention.

4. Data, Insights & Performance Monitoring

- Track key customer experience and operational metrics, including customer feedback, complaints, response times, issue resolution, retention, and repeat engagement.
- Build and maintain structured trackers and dashboards to monitor performance across centres and identify areas requiring intervention.
- Analyse customer feedback and operational data to identify recurring patterns, root causes, and improvement opportunities.
- Prepare concise reports and recommendations for the founding team, highlighting key issues, actions taken, and measurable outcomes.
- Monitor the effectiveness of implemented changes and ensure improvements are sustained over time.

5. Cross-Functional Execution & Business Initiatives

- Work across customer support, centre operations, clinical teams, marketing, and other relevant functions to improve customer-facing processes.
- Translate business priorities and identify customer problems into actionable plans with clear ownership and timelines.
- Lead initiatives involving multiple teams and ensure that agreed actions are implemented on the ground.
- Support the execution of current customer experience initiatives, service improvements, pilots, and process rollouts across centres.




- Coordinate with external vendors or partners when required to resolve service gaps or execute customer-facing initiatives.
- Take ownership of emerging problems, investigate their root causes, and drive solutions independently.

What We’re Looking For

- 2–5 years of relevant professional experience in customer experience, customer success, service operations, business operations, hospitality operations, or similar execution-oriented roles.
- A bachelor's degree in any discipline.
- Experience managing customer-facing processes, resolving service issues, and improving operational workflows.
- Strong ownership and the ability to take a problem from identification through implementation and follow-up.
- Strong communication and stakeholder-management skills, with the ability to work effectively with frontline teams and leadership.
- Analytical thinking and the ability to use customer feedback, operational data, and performance metrics to identify actionable improvements.
- Proficiency in Excel / Google Sheets for tracking, reporting, and analysis.
- Comfort with regular on-ground work and travel across Bengaluru centres.
- Ability to manage multiple priorities, work independently, and adapt in a fast-moving environment.
- Willingness to work six days a week from the office.

Healthcare or physiotherapy industry experience may be beneficial but is not mandatory. We value candidates who understand service quality, customer behaviour, operational execution, and continuous improvement. Who Will Succeed in This Role?The ideal candidate is someone who:

- Thinks beyond resolving individual complaints and looks for ways to prevent recurring problems.
- Understands that a good customer experience depends on strong processes and consistent execution.
- Is comfortable working on the ground, observing processes, speaking with teams, and addressing issues directly.
- Can balance customer needs with operational realities and business priorities.
- Uses data and feedback to identify problems and evaluate whether solutions are working.
- Takes ownership without waiting for constant instructions or relying on others to drive every action.
- Can move between problem-solving, analysis, stakeholder management, and hands-on execution.

What This Role Is Not

This is not a conventional customer support or complaint-handling role. It is also not a purely analytical, reporting, or coordination position.

The role requires active involvement in understanding customer problems, improving centre operations, implementing solutions, and driving measurable improvements in customer experience and business performance.

Why Join Stance Health?

- Work directly with the founding team on high-priority customer experience and business initiatives.
- Help shape how customer experience is delivered across a growing, multi-centre healthcare business.
- Gain exposure to customer operations, retention, business performance, and cross-functional execution.
- Take ownership of initiatives that directly influence customer satisfaction and business outcomes.
- Contribute to building scalable processes as Stance continues to expand across Bengaluru.

If you enjoy solving customer problems, improving systems, and making service experiences better through hands-on execution, we would like to hear from you. Apply now and Take A Stance.

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📌 Associate – Founder’s Office (CX + OPs) (Bengaluru)
🏢 Stance Health
📍 Bengaluru