City Operations Manager/City Head

JD – City Operations ManagerPosition

City Operations Manager / Senior Manager – City Operations

Department: Operations
Reporting To: General Manager (GM)
Location: Mumbai
Employment Type: Full-Time

Job Summary

We are looking for an experienced City Operations Manager to manage end-to-end operations across the assigned city/territory.

The person will be responsible for ensuring availability of healthcare service providers such as Doctors, Nurses and Physiotherapists across assigned PIN codes, managing client relationships, onboarding service providers, resolving operational issues and driving service quality, revenue and profitability.

This is a hands-on field operations and leadership role with responsibility for city-level P&L.

Key Responsibilities

1. City Operations & Network Management

• Manage day-to-day operations across the assigned city.
• Ensure adequate availability of Doctors, Nurses, Physiotherapists and other service providers.
• Identify areas/PIN codes where service providers are insufficient.
• Develop and execute plans to improve PIN-code coverage.
• Ensure fulfilment of all generated service requirements.

2. Service Provider Onboarding

• Identify and onboard new healthcare service providers.
• Build and maintain a strong provider network.
• Maintain relationships with existing providers.
• Handle provider schedules, payments and operational issues.

3. Client Management

• Act as the primary SPOC for clients.
• Conduct regular client visits and interactions.
• Collect feedback regarding service quality.
• Handle client escalations and resolve issues quickly.
• Maintain strong client relationships and improve retention.

4. Field Operations

• Conduct regular field visits and customer connects.
• Monitor service quality at the ground level.
• Conduct operational audits.
• Resolve provider-client disputes.
• Ensure smooth service delivery.

5. Business Development & Revenue

• Support city-level sales and revenue generation.
• Identify opportunities to expand the service network.
• Onboard new service/business partners.
• Improve revenue while controlling operational costs.

6. Team & Provider Development

• Ensure periodic grooming, communication, technical and soft-skill training for service providers.
• Monitor performance and service quality.
• Take corrective action where required.

7. P&L Management

• Take ownership of city-level P&L.
• Monitor revenue and operating costs.
• Identify opportunities for cost optimisation.
• Drive profitable city operations.

Key Performance Indicators

• PIN-code serviceability: Target 100%
• Customer visit/connect completion: 100%
• New provider acquisition: Monthly onboarding targets
• Client retention: >95%
• Provider availability across assigned zones
• Revenue growth
• Cost control
• Service fulfilment and quality

Education

• Bachelor's degree in any relevant discipline.
• MBA/PGDM in Operations, Healthcare Management, Business Administration or Sales would be an advantage.

Experience

Recommended: 5–10+ years of experience in:

• City/Regional Operations
• Healthcare operations
• Home healthcare
• Healthcare staffing
• Field operations
• Service operations
• Partner/vendor management
• Business development

Skills Required

• City/Regional operations management
• Team management
• Client relationship management
• Vendor/partner management
• Healthcare provider onboarding
• Field operations
• Business development
• Revenue and P&L management
• Problem solving and conflict resolution
• Strong communication and negotiation skills
• MS Excel / CRM / reporting

Pay: ₹600,000.00 - ₹800,000.00 per year

Work Location: In person