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Practo is a healthcare app that allows consumers to find doctors, book appointments and conduct online consultations.

Senior Operations Manager - Ediagnostics
Bangalore, IN
Job Description / Skills Required

What if, instead of a job, you had a mission? A mission to create the future of healthcare alongside a team of brilliant, passionate people, on a canvas that touches billions of consumers around the world?

It's what we do at Practo.

Practo is made up of people from diverse backgrounds, united by our mission to help people around the world live healthier, longer lives by simplifying ways to be healthy. Our culture revolves around first principles thinking that leads to daring ideas and we have the freedom and opportunity to turn these ideas into reality. We are dedicated to improving healthcare access for everyone and leaving the world better than we found it.

Practo is on a mission to make quality healthcare affordable and accessible for over a billion+ Indians. We believe in empowering our users with the most accurate, comprehensive, and curate2d information and care, enabling them to make better healthcare decisions.


Brief: A senior operations manager oversees the efficient running of all business operations in a particular department or establishment. It is your duty as a senior operations manager to ensure that all standards and policies of the establishment are upheld. Some of your duties may include evaluating workers' performances, drafting budgets, generating progress reports, and setting service targets. It is your job to set goals and motivate your team to see that the set goals are accomplished within the specified timelines. A senior operations manager is also expected to devise strategies that would improve workflow, ensure maximum productivity and boost profitability.


  • Leading the operational process, strategy and flows for the full lifecycle of an order placed with Practo. 
  • Working with Assistant Manager, leadership, product, engineering and third-parties to create and improve existing order management processes, flows and practices. 
  • Owning the creation, documentation, execution, training and adherence to operations SOPs by working with medical and quality teams.  
  • Coordinating with Fleet Operations team and Lab Operations team and control tower team for strategic and execution purposes. 
  • Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & CSAT targets.
  • Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised
  • To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
  • Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams


Position Details: 

Title: Senior Operations Manager

Department: Diagnostics - Operations


Key Performance Indicators (Metrics)


Diagnostic CSAT %

Customer Journey Steps 95th %ile TAT

On-time Report %

Cancellation %

95th %ile TAT for closure of escalations

On time order status update %



Stakeholders you’ll be working with: 


Product Managers/Product Owner/Engineering Managers/Engineers/TrainingTeam/Marketing Team/Support Teams/OME Teams, Doctor Relations team, Finance Team, HR team and Sales team. 



Qualifications and Experience



  • 2 to 3+ years of leadership experience in operations in a B2C transactional company  and overall experience of 4 to 6 yrs . E-commerce experience would be preferred 
  • Degree from top IIT/ tier 1/ tier. MBA would be preferred
  • Proven track record from handling order management for E-commerce or B2C transactional companies
  • Experience with high-growth startups would be desirable
  • Experience in planning and leading process at a large scale would be desirable



Desirable Traits and Skills:

Execution planning and implementation

Metrics tracking and reporting

Communication and leadership skills

People and conflict management

Deadline management

Stress tolerance

Ability to build consensus and relationships among varied groups of people.