Operations Manager Medical Programs

Role: Operations Manager Medical Programs
Job Type: Full-time
Location: Gurgaon

About No Guilt Fitness:

No Guilt Fitness is a fast-paced Indian D2C Health-tech startup revolutionizing preventive healthcare through AI-powered weight loss and chronic disease management programs. With strong unit economics and rapid growth Fitelo is building scalable remote healthcare solutions that combine diagnostics teleconsultations and pharmacy fulfillment. We are expanding our operations team to deliver seamless high-quality medical program experiences to our customers.

About the Role:

We are looking for a highly execution-driven Operations Manager who will own the end-to-end delivery experience of our remote medical programs. This role ensures seamless coordination across third-party partners including diagnostic labs teleconsult vendors and pharmacy partners.

You will act as the backbone of daily operations ensuring that every customer journey is smooth timely and delightful while driving operational excellence and scalability.

Specifically this role will involve:

End-to-End Operations Delivery

• Ensure diagnostic tests are booked and completed within defined timelines
• Coordinate doctor consultations including scheduling rescheduling and no-show management
• Manage medicine order fulfillment and last-mile delivery tracking
• Resolve operational escalations in real time

Partner & Vendor Management

• Collaborate with diagnostics labs teleconsult providers and pharmacy partners
• Monitor SLAs TAT service quality and compliance
• Optimize operational efficiency and negotiate improvements with partners
• Build structured accountability frameworks

Customer Experience Excellence

• Drive high CSAT through proactive issue resolution
• Minimize cancellations delays and drop-offs
• Create and implement SOPs to reduce friction in the customer journey
• Operate with a strong customer delight mindset

Data & Process Optimization

• Track daily operational KPIs (TAT completion rate NPS drop-offs repeat complaints)
• Identify bottlenecks and implement process improvements
• Build dashboards and structured reporting systems
• Drive automation and scalability initiatives

An Ideal Candidate Will Have:

• 3 7 years of experience in operations-heavy roles
• Experience working with multiple external partners/vendors
• Strong ownership mindset and bias for execution
• Structured detail-oriented working style
• Data-driven decision-making ability
• Comfort handling escalations and ambiguity
• High accountability and proactive problem-solving approach

Qualifications:

• Graduates and Post-Graduates are welcome
• 3 7 years relevant operations experience preferred