Head of Operations & Customer Success

Role: Head of Operations & Customer Success

Location: Pune (On-Site)

About the Role

As Head of Operations & Customer Success, you own the patient journey and the P&L behind it. You run operations end to end, from the moment an enquiry is qualified to the moment a patient returns home and beyond, and you make sure every international patient gets a seamless, high-touch experience across time zones, hospitals, and clinical handoffs.

This role blends strategy and execution. You will set the operating plan, manage the numbers, and build the team and systems that deliver, working closely with our partnerships and finance teams and directly with the founding team.

Key Responsibilities

• Own end-to-end operations and customer success, from treatment planning through recovery and post-treatment follow-up.
• Manage the P&L for patient operations, including revenue, costs, margins, budgeting, and forecasting.
• Work with the finance team on budgets, pricing, cost control, financial estimates, and reporting.
• Work with the partnerships team to manage hospital relationships, treatment planning, service quality, commercial terms, and escalation of critical cases.
• Lead customer success: patient experience, retention, referrals, and post-treatment outcome tracking.
• Own escalation for complex and high-risk cases, working with hospital leadership and internal teams.
• Govern the quality of critical patient documentation, including treatment plans, medical summaries, visa documentation, and financial estimates.
• Establish and enforce SOPs, quality benchmarks, and KPIs, and maintain audit-ready patient records aligned with international healthcare standards.
• Build, mentor, and lead the operations and customer success team.

Who We're Looking For

• 6 to 12 years of total experience in operations, business management, or customer success leadership.
• Startup experience is mandatory, ideally in a fast-paced, multi-stakeholder environment.
• Hands-on P&L experience: budgeting, margin management, forecasting, and accountability for financial outcomes.
• Customer success experience, ideally in a high-touch, service-led business.
• Proven ability to run complex workflows end to end across teams and geographies.
• Comfort working across strategy and execution, from setting the plan to fixing the detail.
• Strong collaboration skills with finance and partnership teams, and credibility with senior stakeholders, including hospital leadership.
• Excellent communication skills, with strong attention to detail and the ability to explain complex information clearly to non-specialists.