Operations Associate

Title - Operations Associate

Consultancy Location - Onsite at Mumbai, Maharashtra, India

Consultancy Type - Full Time

Remuneration - As per market standards and last drawn

Company Description:

Pinky Promise Private Limited is an online platform that aims to provide affordable, instant, and reliable menstrual, sexual and reproductive healthcare to every Indian woman. Using AI/ML technology and the world's best medical protocols, Pinky Promise eliminates variabilities in outcomes due to manual data processing, bias, or variable physician quality. Pinky Promise has served over 250K women, many of whom have never visited a Gynaecologist before.

About Role:

At Pinky Promise Private Ltd, we’re on a mission to make women’s healthcare accessible, affordable, compassionate, and judgment-free. As an Operations Associate, you’ll play a key role in ensuring that our systems, teams, and processes run smoothly so that our patients always receive seamless care and support.

Key Responsibilities:

• Oversee day-to-day performance of the customer support team to ensure timely responses across all communication channels.
• Develop and implement simple performance tracking and quality-assurance mechanisms.
• Ensure smooth coordination and communication between shifts for uninterrupted operations.
• Conduct ongoing training, feedback, and performance reviews for the team.
• Maintain updated operational protocols in line with organizational goals.
• Manage team rosters and other administrative requirements.
• Address escalations and provide timely resolution support to team members and users.

• Monitor and follow up on consultation workflows to ensure prescriptions and follow-up messages are shared promptly.
• Track and resolve pending consultations in collaboration with doctors and the technical team.
• Identify process gaps and suggest improvements to enhance patient experience and efficiency.

• Support the coordination and conversion of diagnostic test and health plan bookings from initial inquiry to completion.
• Assist in managing follow-ups, scheduling, and coordination between patients, doctors, and nutritionists.
• Track and record referral activities, conversions, and key operational metrics.
• Implement initiatives to improve user retention, conversion, and satisfaction.

• Monitor patient interactions (calls and chats) to ensure communication meets company quality standards.
• Identify and escalate service gaps, delays, or user grievances promptly.
• Coordinate with internal teams to address escalations related to adherence or recovery follow-ups.
• Audit conversations periodically and provide feedback to relevant teams for improvement.
• Ensure overall compliance with company protocols, empathy in tone, and consistency in user experience.

Qualifications:

• Bachelor’s degree in a relevant field (Business, Operations, Healthcare Management, or similar).
• 3-4 years of experience in Operations, Customer Success, or similar cross-functional roles.
• Prior experience in the healthcare or wellness industry is preferred.
• Strong grasp of process management, communication, and coordination in fast-moving environments.
  

• You’re organized, proactive, and detail-oriented, with excellent communication and coordination skills.
• You thrive in fast-paced environments, managing multiple priorities while maintaining empathy and accuracy.
• You’re comfortable working across teams - from doctors and nutritionists to support staff - to ensure things run smoothly.
• You have a genuine passion for improving healthcare delivery and creating meaningful patient experiences.
• You’re tech-savvy, comfortable using tools like Google Workspace, spreadsheets, and dashboards.
• You possess strong people skills - calm under pressure, empathetic in tone, and clear in communication.
• You’re analytical and solution-oriented, with the ability to identify gaps and suggest process improvements.
• You have an ambitious, go-getter mindset, willing to take ownership and do what it takes to achieve your goals.
• Experience in operations, customer support, or healthcare coordination is a plus, but not mandatory - we value attitude and adaptability most.

Why join Pinky Promise Private Limited:

1. Be part of a growing team with opportunities for personal and professional development.
2. Get international exposure
3. Work in a supportive, patient-focused environment.
4. Opportunity to make a significant impact on women’s health through quality gynaecological care.

If you are a dedicated working professional with strong interest in women’s health and a passion for patient care, we would love to hear from you. Apply now and join our mission to provide high-quality, compassionate care to women across the country!

Application link: https://forms.gle/MBtH6Bq8XevBf3ob6