Job Description

Sr. Operations Manager

About MedicalCertificate.in

MedicalCertificate.in is India’s trusted digital platform for issuing authentic medical certificates, doctor consultations, and related services. We are building a seamless, efficient, and compliant healthcare solution for employees, students, and organizations.

Job Overview

We are seeking an experienced and proactive Operations Manager to oversee the end-to-end service delivery and sales operations of MedicalCertificate.in. This individual will be responsible for ensuring smooth execution of services, managing operational workflows, and resolving day-to-day escalations related to agents and customer interactions.

Key Responsibilities

Own and manage the entire operational lifecycle — from order placement to certificate delivery.
Supervise and optimize the sales and service workflows to ensure timely and high-quality delivery.
Monitor and manage the performance of remote agents (doctors, support staff, call agents).
Identify and proactively fill gaps in operations — including underperformance, escalations, and delays.
Coordinate across departments (tech, product, customer support) to implement fixes and improvements.
Build and maintain SOPs, dashboards, and performance metrics.
Lead process automation and CRM optimizations (Zoho or internal tools).
Drive sales performance through upsell processes and customer follow-ups.
Handle urgent customer escalations, complaints, and agent failures with maturity and speed.
Handle internal roaster management with managing the OPS team.
Requirements

3–5 years of experience in operations, preferably in healthtech, logistics, B2C services, or telemedicine.
Strong knowledge of sales funnels, service SLAs, CRM platforms, and vendor management.
Excellent communication, coordination, and people management skills.
Ability to work independently, own problems, and deliver results under pressure.
Prior experience managing remote teams or field agents is a plus.
Strong command of written and spoken English. Hindi and regional languages are a bonus.
What We Offer

Opportunity to scale a fast-growing digital health startup
Flexible and remote-friendly working culture
Ownership of core operations and leadership growth path
Job Types: Part-time, Contractual / Temporary
Contract length: 6 months

Pay: ₹320,000.00 – ₹350,000.00 per year

Schedule:

Day shift
Morning shift
Rotational shift
Supplemental Pay:

Performance bonus
Application Question(s):

Do you have a laptop and internet connection handy?
Education:

Bachelor’s (Required)
Language:

English and Hindi (Required)
Work Location: Remote