Practicesuite - Vice President - Operations

Description:

Job Title: Vice President of Operations.

Location: Kochi, India.

Shift: US Shift (5:30 PM - 2:30 AM IST).

Role Overview:

The Vice President / Head of India Operations will be responsible for leading and scaling all India-based operations across PracticeSuite, Hello Health, and Dooth.

This role will oversee delivery, support, engineering coordination, and operational excellence while aligning closely with U.S.-based leadership.

The ideal candidate will be a strategic leader with strong execution capabilities, capable of driving performance, accountability, and growth across multiple functions and business units.

Key Responsibilities:

Leadership & Strategy:

- Lead and manage all India operations across multiple business units, ensuring alignment with global company objectives.

• Develop and execute operational strategies to improve efficiency, scalability, and service quality.

• Act as the primary liaison between India teams and U.S. leadership.

• Build a culture of accountability, ownership, and continuous improvement.

Operations Management:

- Oversee day-to-day operations including project delivery, customer support, implementation, and back-office functions.

• Ensure timely, high-quality delivery of projects and services across all verticals.

• Establish and monitor KPIs, SLAs, and performance metrics.

• Drive process standardization and operational best practices.

People & Team Development:

- Lead, mentor, and scale high-performing teams across functions.

• Develop leadership bench strength and succession planning.

• Foster a strong organizational culture aligned with company values.

• Partner with HR on hiring, performance management, and employee engagement.

Client & Stakeholder Management:

- Ensure high levels of client satisfaction through consistent delivery and communication.

• Act as an escalation point for critical client issues.

• Collaborate with sales and customer success teams to support growth initiatives.

Financial & Business Performance:

- Manage operational budgets and ensure cost efficiency.

• Drive revenue-supporting activities such as delivery optimization and utilization improvements.

• Provide regular reporting on operational performance, risks, and opportunities.

Compliance & Quality:

- Ensure adherence to data security, compliance (including HIPAA where applicable), and internal policies.

• Drive continuous quality improvement initiatives across all teams.

Qualifications:

- 12+ years of experience in operations leadership, preferably in healthcare technology, SaaS, or IT services.

• Proven experience managing large, cross-functional teams in India supporting global operations.

• Strong understanding of healthcare workflows, EHR/RCM systems, or healthcare IT (preferred).

• Demonstrated ability to scale operations and improve performance metrics.

• Excellent communication and stakeholder management skills.

• Experience working with U.S.-based clients and leadership teams.

• Strong analytical, problem-solving, and decision-making capabilities.

Key Competencies:

- Strategic thinking with strong execution focus.

• Leadership and team-building excellence.

• Operational rigor and process discipline.

• Customer-centric mindset.

• High level of accountability and ownership.

• Ability to thrive in a fast-paced, growth-oriented environment.