Raaz

Head of Customer Operations

Posted Yesterday

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New Delhi, Delhi, IND

In-Office

Senior level

Artificial Intelligence • Healthtech • Software • Telehealth

The Role

Leads a 50-person sales and service customer operations team, owning performance, KPIs, conversions, customer satisfaction, first-call resolution, quality assurance, CRM and telephony systems, workforce planning, scheduling, hiring, training, retention, and daily operations. Reports directly to the Founder and drives team growth and operational performance.

Summary Generated by Built In

Head of Customer Operations | Healthcare Startup | Delhi

Delhi | Team: 50 (Sales + Service)

The TL;DR

We're a healthcare startup looking for someone to lead our 50-member customer operations team. You'll own sales + service, drive performance, and report directly to the Founder. If you've spent years in BPOs waiting for leadership to make a decision, this is the opposite of that.

What You'll Do

Own end-to-end performance for a 50-person sales + service team
Define and track KPIs that actually matter (conversions, CSAT, FCR, targets)
Build QA frameworks
Manage CRM, telephony, and reporting systems
Handle workforce planning, scheduling, and daily ops
Hire, train, and retain high-performers
Report directly to the Founder on performance and growth

Requirements

What We're Looking For

5+ years in call centre / BPO ops
Led teams of 20+ (sales and service, not just one)
Healthcare / pharma / diagnostics background is a plus
Hands-on with CRM and call centre software
Fluent in Hindi + English
Graduation (any stream)

Benefits

Why This Role?

Founder access, decisions happen in hours, not quarters
Real ownership, your KPIs, your team, your call
Growth potential as we scale
Competitive pay + performance upside

Skills Required

5+ years of experience in call centre or BPO operations
Experience leading teams of 20 or more across sales and service
Hands-on experience with CRM and call centre software
Fluency in Hindi and English
Graduation in any stream
Healthcare, pharmaceutical, or diagnostics background

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The Company

31 Employees

Year Founded: 2023

What We Do

Raaz builds India's first AI-enabled, doctor-led male reproductive health platform that delivers evidence-based, personalized treatment plans. The company combines clinical oversight with AI-powered user experiences—health assessments, personalized recommendations, intelligent nudges, and conversational flows—to help users address sensitive reproductive issues holistically. Raaz focuses on product and AI systems integration to make care accessible and actionable through web and mobile interfaces at scale.