–

- Manager –
- Customer Experience

Position: Manager –
- Customer Experience

Department: Customer Experience / Hospital Operations

Level: Central / Corporate

Location: Bangalore

Reporting To: Head –
- Hospital Operations / Business Head

Role Overview

We are looking for an experienced and customer-centric Manager –
- Customer Experience to drive and standardize the patient and attendant experience across Even Hospitals.

The role will have central-level ownership of Customer Experience, Housekeeping, and Security, ensuring consistent service standards, operational discipline, safety, cleanliness, and hospitality across all hospital units.

The ideal candidate should be highly hands-on, data-driven, and strong in stakeholder management, with the ability to identify gaps, implement processes, and continuously improve the overall patient journey.

Key Responsibilities

- Customer Experience
- Own the overall patient and attendant experience across Even Hospitals.
- Define and implement standardized Customer Experience (CX) processes, SOPs and service standards across all units.
- Map the end-to-end patient journey and identify opportunities to improve experience at every touchpoint.
- Monitor patient feedback, complaints, grievances, NPS/CSAT and other CX metrics.
- Establish a structured VOC (Voice of Customer) mechanism and ensure timely closure of feedback.
- Drive root-cause analysis for recurring complaints and implement corrective and preventive actions.
- Work closely with Clinical, Nursing, Front Office, Operations, Billing and other teams to resolve patient experience issues.
- Develop service-recovery mechanisms for escalated patient/attendant concerns.
- Conduct regular audits across hospitals to assess adherence to CX standards.
- Drive initiatives to improve patient satisfaction, service quality and overall hospital experience.
- Housekeeping Management
- Provide central oversight and governance for Housekeeping operations across all hospitals.
- Standardize housekeeping SOPs, cleaning protocols, checklists and service standards.
- Monitor cleanliness and hygiene standards across patient areas, OPD, wards, common areas and other hospital facilities.




- Define and monitor housekeeping manpower requirements, deployment and productivity.
- Conduct regular housekeeping audits and ensure corrective actions are implemented.
- Coordinate with vendors/agencies wherever housekeeping services are outsourced.
- Monitor housekeeping consumables, equipment and inventory.
- Work closely with Infection Control and Hospital Operations teams to maintain required hygiene standards.
- Track housekeeping-related complaints and ensure timely resolution.
- Security Management
- Provide central oversight of Security operations across Even Hospitals.
- Establish and maintain security SOPs, access-control protocols and incident-management processes.
- Ensure appropriate security manpower deployment across hospitals and shifts.
- Monitor visitor, patient attendant and staff access protocols.
- Ensure effective management of security incidents, emergencies and escalations.
- Conduct periodic security audits and identify gaps in hospital safety and security.
- Coordinate with hospital leadership and external security agencies where applicable.
- Drive security training, discipline and service standards for security personnel.
- Ensure appropriate documentation and reporting of security incidents.
- Central Governance &
- Standardization
- Develop common CX, Housekeeping and Security standards across all Even Hospitals.
- Create dashboards and monthly MIS covering key operational and experience metrics.
- Conduct periodic reviews with Unit Operations Heads and relevant stakeholders.
- Identify best practices from individual hospitals and implement them across the network.
- Drive cross-functional projects aimed at improving operational efficiency and customer experience.
- Support new hospital/unit launches by establishing CX, housekeeping and security processes from day one.
- People &
- Vendor Management




- Lead and mentor CX/housekeeping/security teams either directly or through respective unit managers.
- Define manpower requirements and productivity benchmarks.
- Participate in recruitment and onboarding of key team members.
- Set performance standards and KPIs for teams and vendors.
- Manage outsourced service providers and ensure adherence to agreed SLAs.
- Conduct regular vendor performance reviews and drive improvements.

Key Performance Indicators
- Patient NPS / CSAT
- Patient complaints and escalation rate
- Complaint resolution TAT
- Customer feedback closure %
- Housekeeping audit scores
- Hospital cleanliness and hygiene scores
- Security audit scores
- Security incidents and response TAT
- Housekeeping &
- Security manpower productivity
- Vendor SLA adherence
- Patient experience improvement initiatives
- Reduction in recurring complaints
- Compliance with hospital/NABH standards

Candidate Profile
- Experience: 10 - 15 years of experience in Customer Experience, Hospital Operations, Hospitality, Facility Management or a similar service-oriented environment.
- Experience in healthcare/hospital operations would be strongly preferred.
- Prior experience managing Housekeeping and Security will be an advantage.
- Strong understanding of patient/customer experience and service quality.
- Excellent communication and stakeholder-management skills.
- Strong analytical and problem-solving abilities.
- Ability to work across multiple hospitals/locations.
- Robust execution orientation with the ability to work hands-on at the unit level.
- Experience in SOP creation, audits, MIS and process improvement.
- Should be comfortable managing internal teams as well as external vendors.

Ideal Candidate Someone who can act as the central CX owner for Even Hospitals and ensure that a patient receives a consistent, safe, clean and high-quality experience irrespective of which Even Hospital they visit.

Key Focus

Customer Experience + Housekeeping + Security + Service Standards + Audits + Continuous Improvement.

Skills: customer experience,hospital operations,hospitals,customer experience, housekeeping, security , service standards,

📌 Manager - Customer Experience (Hospitals) (Bengaluru)
🏢 Even
📍 Bengaluru