Lenskart - Operations Manager - Remote Optometry Process

Responsibilities
? Oversee day-to-day operations of remote optometry services to ensure smooth functioning.
? Identify and implement strategies to enhance efficiency, service quality, and customer satisfaction.
? Develop SOPs for tele-optometry processes and ensure compliance with clinical guidelines.
? Manage and mentor a team of optometrists, support staff, and customer service representatives.
? Coordinate with other teams (customer care, tech, and supply chain) to ensure seamless operations.
? Conduct regular performance reviews, training sessions, and team meetings.
? Monitor and improve the digital infrastructure supporting remote consultations and diagnostics.
? Collaborate with the product team to enhance tele-optometry tools and patient portals.
? Stay updated on advancements in optometric technology and telehealth best practices.
? Ensure patient interactions align with Lenskart's customer-centric ethos.
? Monitor patient feedback and reviews to improve the service experience.
? Ensure strict adherence to clinical quality, safety standards, and regional healthcare regulations.
? Track KPIs, including customer wait times, eye test rates, and service satisfaction scores.
? Generate regular operational reports and provide actionable insights to leadership.
? Manage budgets, forecasts, and resource allocations Bachelor's or Master's
? 5 years of experience in Backend / BPO operations - preferably with experience in tele health process
? Strong knowledge of operations management
? Excellent leadership, problem-solving, and communication skills.
? Ability to manage remote teams and multi-task in a fast-paced environment.
? Experience with data analytics , SQL and operational KPIs is a plus.
? Process improvement experience is preferred

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