Operations Manager

We're Hiring : Operations Manager
Experience : 3 -6 Y
Location: Kozhikode (Full-time, Work from Office)
Start Date: Immediate

About OPPAM

OPPAM Wellness Pvt Ltd is Kerala's leading inclusive mental health platform, operating across 40+ countries. We are dedicated to breaking mental health stigma and making therapy accessible, affordable, and culturally sensitive. Backed by a passionate community of mental health professionals and advocates, OPPAM has supported over 4,000+ service seekers with 24/7 care. Our approach is deeply compassionate, intersectional, and rooted in the belief that mental health support should be available to everyone, everywhere.

Role Overview

The Operations Manager (Clinical Operations) will be responsible for overseeing and streamlining day-to-day operations across OPPAM's psychological and client experience teams. The role focuses on clinical coordination, performance management, system building, and operational excellence. Working closely with the Lead Psychologist and the Client Experience Team, the Operations Manager will ensure smooth collaboration between service providers and clients, design and track KPIs, drive accountability, and implement scalable processes that enhance the overall service experience.

Key Responsibilities

1. Clinical & Client Operations Management

● Oversee daily operations of the psychology team (Lead Psychologist + team of Psychologists) and the Client Experience team.

● Act as the operational bridge between clinicians and client experience representatives.

● Ensure adherence to ethical, procedural, and professional standards in clinical operations.

● Optimize scheduling, session coordination, and service delivery systems.

2. Performance & KPI Management

● Define, track, and monitor Key Performance Indicators (KPIs) for psychologists and client experience teams.

● Conduct performance analysis and reporting to leadership.

● Identify performance gaps and implement improvement strategies.

● Build reward/recognition mechanisms for team motivation and engagement

3. Team Management & Engagement

● Provide operational leadership to multi-disciplinary teams.

● Conduct regular check-ins, reviews, and team meetings to align goals.

● Support recruitment, onboarding, and training of psychologists and client experience staff.

● Support employee engagement initiatives to foster collaboration, well-being, and retention.

4. System & Process Building

● Design and implement scalable systems and SOPs for clinical and client operations.

● Build frameworks for client escalation handling, and therapy follow-ups.

● Collaborate with tech/CRM teams to ensure systems meet operational needs.

● Establish feedback loops for continuous service improvement

5. Unit & Category Management

● Oversee different operational units (therapy, first response, client support) ensuring alignment.

● Manage category performance (e.g., client engagement, wellness programs).

● Develop data-driven insights to optimize unit effectiveness.

6. Compliance & Quality Assurance

● Ensure operations comply with legal, clinical, and ethical guidelines.

● Implement quality assurance mechanisms for therapy services and client experience.

● Maintain confidentiality and uphold data security protocols.

Qualifications & Skills Essential:

● Bachelor's/Master's degree in Healthcare Management, Operations Management, or related field.

● 3–6 years of experience in operations management, preferably in healthcare/mental health/ed-tech/start-up sectors.

● Strong knowledge of clinical operations workflows and client-centered service delivery.

● Proven ability in KPI setting, performance analysis, and team management.

● Excellent communication, problem-solving, and leadership skills.

● Comfortable working in fast-paced, tech-driven environments.

Perks:

• Purpose-driven work in the mental health space
• A supportive, collaborative, and open team culture
• Freedom to improve processes and implement impactful ideas
• Opportunities for leadership, growth, and continuous learning

Job Types: Full-time, Permanent

Work Location: In person