About Kapiva Kapiva is a modern Ayurvedic brand on a mission to bring convenient, effective, and natural wellness solutions to deliver measurable health outcomes. With a portfolio spanning juices, gummies, and supplements, we are building a new-age wellness brand combining ancient Ayurvedic wisdom with modern-day scienceJob Summary:We are seeking a highly organized and proactive Operations Manager to oversee the daily functioning of our telemedicine and wellness services. This role is critical in ensuring efficient backend operations, high-quality customer and doctor experiences, and scalable systems across our Ayurvedic healthcare platform.You will coordinate between clinical teams, customer support, category, product/tech and customer retention teams to ensure the end-to-end delivery of seamless virtual care and wellness product fulfillment and ensuring the organizational objectives are met.Key Responsibilities:Oversee day-to-day teleconsultation operations, ensuring timely appointment scheduling, follow-ups, and care continuity.Manage backend workflows related to doctor onboarding, roster management, scheduling, and compliance.Collaborate with tech and product teams to streamline operations through automation and tools.Monitor SLAs, TATs, consultation quality, and support escalations across the board.Analyze operational data to improve efficiency, reduce costs, and optimize user experience.Implement and update SOPs, quality checks, and operational playbooks for internal teams.Track and report consultation funnel metrics (booked → completed → follow-ups) and supply-side KPIs (doctor utilization, wait times)Analyze drop-offs, TAT delays, and repeat behavior to identify friction points in the ops journey.Lead implementation of new tools, trackers, or systems to improve visibility and accountability.Requirements:6+ years of experience in operations, preferably in healthcare, telemedicine, or D2CStrong project management and coordination skills.Experience working with CRM, telehealth platforms, or healthcare systems.Strong analytical skills with proficiency in Excel, Google Sheets, SQL (preferred), and dashboards (Looker and Metabase).Comfort working cross-functionally with doctors, tech teams, customer care, and category teams.Process-oriented mindset with a bias for execution and continuous improvement.Experience in building KPIs, running ops reviews, and driving process change.Bonus Skills:Experience setting up operational processes from scratch.Understanding of regulatory/compliance frameworks in digital healthcare.Exposure to analytics dashboards (Tableau, Data Studio, etc.).
Job Title
Doctor Channel Lead