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