Senior Operations Manager - Healthcare

About Us: Luma Fertility is a next-generation fertility company founded by second-time entrepreneur Neha Motwani and backed by Peak XV Partners. We are redefining fertility care through science, compassion, and clinical excellence, combining cutting-edge reproductive medicine with deeply personalized patient support. Our mission is to make fertility care more transparent, data-driven, and emotionally supportive.

(You can explore more about us at www.lumafertility.com & https://lumafertility.com/press-release/ )

Job Role: As a Senior Operations Manager, you will lead end-to-end clinic operations, driving excellence across patient experience, team management, and operational efficiency. This is a high-impact role that requires both strategic thinking and hands-on execution, with direct ownership of clinic performance and service quality.

Key Responsibilities

1. Clinic Operations & Performance

• Own and oversee end-to-end clinic operations, ensuring seamless day-to-day functioning
• Drive efficiency across scheduling, patient flow, and resource utilization
• Monitor key metrics (TATs, conversion, patient satisfaction, utilization) and drive improvements

2. Patient Experience Excellence

• Ensure a high-quality, empathetic, and consistent patient experience across all touchpoints
• Identify gaps in the patient journey and implement improvements
• Work closely with doctors to ensure smooth care coordination and communication

3. Team Leadership & People Management

• Lead, mentor, and manage clinic teams across medical, operations, and support functions
• Build a high-performance, patient-first culture within the clinic
• Drive training, SOP adherence, and continuous team development

4. Process & SOP Management

• Design, implement, and continuously improve SOPs across operations
• Ensure standardization and scalability of processes as the clinic grows
• Drive adoption of tech-enabled workflows and systems

5. Compliance & Quality

• Ensure full compliance with healthcare regulations, ART guidelines, and internal protocols
• Oversee quality control, safety, and infection management standards
• Maintain strict adherence to patient confidentiality and ethical practices

6. Financial & Operational Efficiency

• Oversee billing, collections, and coordination with finance teams
• Identify opportunities for cost optimization and revenue enhancement
• Drive operational efficiency and resource planning

7. Infrastructure & Vendor Management

• Oversee clinic infrastructure, equipment maintenance, and vendor coordination
• Ensure optimal functioning of all medical and non-medical equipment

Requirements

• 4-7+ years in clinic/hospital operations, with prior experience in IVF/fertility setups preferred
• Strong experience managing cross-functional teams in a high-paced environment
• Strong problem-solving and execution mindset
• Excellent communication and stakeholder management
• Data-driven approach to decision-making
• High ownership and attention to detail