Associate Manager - Operations

The Associate Manager - Operations within the Customer Success Department will support the Senior Manager by overseeing daily activities related to customer onboarding, implementation, and ongoing support. This role ensures operational consistency by enforcing standard operating procedures (SOPs), service level agreements (SLAs), and key performance indicators (KPIs) across multiple teams. The ideal candidate will possess strong analytical abilities, keen attention to detail, and a proactive approach focused on continuous process improvement and operational efficiency.

Key Responsibilities:
- Assist the Senior Manager in managing daily operations for customer onboarding, implementation, and support within the Customer Success team.
- Enforce compliance with SOPs and SLAs to maintain consistency across departments.
- Define and maintain Customer Success KPIs such as SLA compliance, Net Promoter Score (NPS), First Contact Resolution (FCR), and onboarding velocity.
- Conduct weekly data audits to ensure report accuracy of at least 98%.
- Automate daily scorecards and develop an executive dashboard updated every Monday at 9 a.m. using SQL, Power BI, or Tableau.
- Deliver ad hoc data analyses within 48 hours upon request.
- Continuously monitor SOP compliance and report breaches within two hours.
- Organize monthly SOP refresher workshops to reinforce best practices.
- Identify at least three actionable trends monthly, supported by ROI-based recommendations.
- Collaborate closely with Finance, DevOps, and the Project Management Office (PMO) to align data definitions and reduce report turnaround times by 30%.

Required Qualifications:
- Bachelor’s degree in Marketing, Business, or a related field; Master’s degree preferred.
- Over six years of experience in marketing project coordination or operations, with exposure to project leadership roles.
- Strong project management skills; certifications such as CAPM, PMP, or equivalent in progress are highly desirable.
- Excellent communication, negotiation, and stakeholder management skills.
- Proficiency in project management and collaboration tools.
- Proven ability to manage budgets, timelines, and project risks effectively.

Preferred Qualifications and Benefits

Compensation and Financial Benefits:
- Competitive salary with bi-annual performance bonuses.
- Fast-track, uncapped career growth opportunities for high performers.
- Company-sponsored vehicle financing options for cars and bikes.
- Interest-free loans available.
- Provident Fund contributions matched by the company up to 8% of base salary.
- Fuel card and cellular allowance provided.

Health and Wellness:
- Access to an in-house clinic staffed by certified male and female doctors, including 24/7 telemedicine services.
- Company doctors monitor hospital treatments.
- Comprehensive health coverage for employees’ immediate family members, including outpatient, inpatient, maternity, and parents’ inpatient care.
- Exclusive health benefits and discounts at leading clinics and laboratories.

Supportive Workplace Environment:
- Pick-up and drop-off services specifically for female employees.
- On-site daycare facility.
- In-house gym and recreational areas to promote work-life balance.

Continued Learning and Development:
- Company-sponsored training sessions, workshops, development programs, and retreats.
- Paid specialized training and certification opportunities.

Joining CureMD as an Associate Manager - Operations offers the chance to contribute to transforming healthcare through innovative technology. This role directly impacts patient care and healthcare efficiency, supporting professionals in critical, real-time settings. You will work in a dynamic environment where your expertise and passion drive meaningful change, helping advance technology and improve lives worldwide.