Guest Experience Officer

About BetterWay

BetterWay is an outcome focused, full-stack, chronic care platform, deeply rooted in the Ayurvedic science of holistic medicine. We own the Patient journey end to end, making it transparent and accessible for Urban users, who suffer from a chronic lifestyle disorder.

To fulfill this promise, our gene has two intrinsic values:

1.Patient ownership i.e. owning the patient journey end to end via the diagnosis, panchakarma, medicine, and diet counselling.

2.Platformization i.e. Stitching the digitally native journey of every experience touchpoint which provides the end user transparency, standardization, and measurability.

Scale & Growth Outlook

By the 5th year into its journey, BetterWay would be on its way to treating 5 lakh patients annually. This will be achieved by protocol-driven super specialty among top 4/5 Chronic ailments. Enabled by a world-class, IP-owning care community of nearly 200 clinicians and 300 therapists. In this journey, BetterWay IP Medicines and Supplements will be directly consumed by 10Lakh+ Happy users and families of BetterWay-treated patients. BetterWay will be India's trusted household name & default reference point, for all things related to Ayurvedic medicine, treatment, and supplements

What is needed of you?

BetterWay treats chronic lifestyle disorders using evidence-based Ayurved, enabled by technology. It has multi-specialty Ayurved day-care centres with expert Doctors and Paramedics.

At the core, for patients, BetterWay advocates holistic, nature-aligned lifestyle choices.

We believe the root of chronic illness is a deviation from the core fabric of your natural body composition.

As a Centre Experience Manager, you’ll be the heartbeat of BetterWay’s care experience. You won’t just manage in-centre patient experience — you’ll ensure every patient walks away feeling cared for, seen, and empowered.

This role offers the opportunity to blend empathy, process excellence, and brand alignment to create a differentiated experience for urban Indians seeking long-term holistic care. You’ll set the tone for trust and be the go-to anchor when things go off track.

This role is for someone who thrives at the intersection of service, empathy, and excellence — someone who believes that even the smallest touchpoint can leave a lasting impact.

In essence, as a Centre Experience Manager, you are a host, guardian of standards, storyteller, and brand custodian.

You will ensure that every touchpoint in the patient journey is seamless, empathetic, and rooted in care.

This goal will be accomplished through the execution of centre-level responsibilities outlined below:

Delivering Best Patient Experience:

• Ensure that patients are heard, guided, and reassured at every touchpoint (should this person welcome patients too, or should the OPD supervisor do this?)
• Ensure that patients are never left unattended or unclear about the next steps in their care journey.
• Ensure that patients’ concerns and feedback are addressed in a timely and empathetic manner.

Upholding High OPD & Procedure Standards:

• Work closely with the OPD Supervisor and other staff to ensure that SOPs are followed - especially around hygiene, punctuality, and courtesy.
• Conduct daily check-ins to assess standards of hygiene, availability of brand & reading materials, staff grooming, and overall readiness of the OPD to receive patients.
• Flag any infrastructural or supply needs to the right teams proactively.

Quality Monitoring & Improvement:

• Identify recurring issues or gaps in the patient journey or service delivery, and take corrective actions.
• Get feedback from patients through soft conversations or feedback forms and use these insights to make actionable improvements.

Brand Representation:

• Be able to confidently speak to patients about BetterWay’s vision, medicine team, treatment process, Panchakarma procedures, specialty programs (e.g., Ayurvedic Psychiatry), outcomes, and key differentiators.
• Ensure OPD supervisors and other staff are also able to communicate confidently and warmly with patients.
• Maintain printed collaterals and educate and inform walk-ins about packages or ongoing offers, if needed. (will not sell or push any packages or services but will only guide and inform, where required.)

Crisis Management:

• Ensure patients’ comfort in case of escalation, absence of concerned POC (doctor, technician, etc.), grievance, etc and timely solution for the same.
• Collaborate with the Operations team and the Medicine team to ensure the handling of any escalation.

What to Expect?

• Opportunity to build India’s most reimagined healthcare platform for chronic care, build it from scratch, and experience with 2X entrepreneurs behind who have a proven history of building 2 Indian unicorns/
• A dynamic, fast-paced work environment where your people skills, instincts, and eye for quality will be put to full use.
• Work closely with expert Doctors, Technicians, and Brand teams to create a care experience that feels as good as it heals.
• Autonomy and ownership from Day 1 — you’ll be running the show, not just following instructions.
• Thrilling and fulfilling learning curve and front-row experience in witnessing the development of a startup from the ground up
• Mentoring and networking with industry leaders.

What do we desire?

• A people-first mindset — you love making others feel heard, cared for, and confident.
• Passion for hospitality, wellness, healthcare, or luxury service experiences.
• Strong communication skills (English & Hindi) — warm, composed, and clear even in pressure situations.
• Added benefit for Hospitality Graduates with experience in centre operations, customer service, hospitality, or similar people-facing roles (3–5 years preferred).
• A sharp eye for detail — from grooming to brand tone, nothing escapes you.
• Comfortable managing escalations, feedback, and multiple priorities in a fast-moving setup.

Contact Us

• betterteam@thebetterway.co