Proxycare delivers ultra-premium, white-glove medical concierge services to HNIs and busy professionals.
The Senior Operations Manager will own end-to-end daily operations, ensuring every client experience meets 5-star hospitality standards, while coordinating doctors, hospitals, diagnostics, home care, and emergency workflows.
This role is ideal for a 5-star hotel, luxury hospital, or premium hospitality leader who understands service excellence, SOP discipline, discretion, and high-expectation clientele.
Key Responsibilities
1. End-to-End Operations Ownership
- Own daily operations for Proxycare Hyderabad (and satellite cities over time)
- Ensure seamless delivery across:
- Client onboarding
- Care coordination
- Appointment scheduling
- Emergency handling
- Follow-ups & continuity of care
- Act as the final escalation point for service issues
2. Luxury Client Experience
- Design and enforce 5-star service standards across all touchpoints
- Personally handle VIP / HNI client escalations
- Ensure discretion, privacy, and empathy in every interaction
- Translate hospitality concepts (guest delight, anticipation, personalization) into healthcare delivery
3. Team Leadership & Staffing
- Build, train, and manage:
- Care coordinators
- Concierge executives
- Operations supervisors
- Create shift rosters, coverage models, and on-call rotations
- Conduct performance reviews and coaching
4. SOPs, Process & Quality Control
- Develop and maintain SOPs for:
- Emergency workflows
- Doctor coordination
- Hospital admissions
- Diagnostics & home care
- Implement quality audits and continuous improvement
- Ensure zero-friction handoffs between internal teams and partners
5. Vendor & Partner Management
- Manage relationships with:
- 5-star hospitals
- Diagnostic labs
- Ambulance providers
- Home healthcare partners
- Negotiate SLAs, service levels, and escalation protocols
- Ensure partners meet Proxycare's luxury service benchmarks
6. Compliance & Risk Management
- Ensure adherence to medical, data privacy, and local regulatory requirements
- Maintain incident logs, RCA reports, and corrective action plans
- Work closely with doctors and legal advisors on compliance matters
7. Reporting & Metrics
- Own operational KPIs such as:
- Client satisfaction (NPS)
- Response times
- Resolution TAT
- Incident rates
- Prepare weekly and monthly operational dashboards for leadership
Candidate Profile (Must-Have)
Experience
- 10–15+ years in luxury hospitality or premium healthcare operations
- Mandatory experience in one or more:
- 5-star or 7-star hotels
- Luxury hospital chains
- Private members-only clubs / serviced residences
- Has managed large, multi-shift teams and complex operations
Ideal Backgrounds
- Operations Head / Front Office Manager – 5-Star Hotel
- Director of Operations – Luxury Hospital
- Rooms Division / Guest Experience Head – Premium Hospitality Brand
- Hospital Operations Manager – NABH / JCI accredited facility
Skills
- Obsessive focus on service quality
- Strong people leadership & crisis handling
- SOP-driven mindset
- Vendor & stakeholder management
- Calm under pressure, high EQ
Personal Traits
- Polished, composed, discreet
- Service-first mindset
- Comfortable dealing with doctors, UHNI families, and senior executives
- High ownership mentality
Compensation
- Competitive fixed + performance bonus
- Premium role with strong growth path as Proxycare expands nationally
