Operations Team Lead

Who we are

Founded in 2014 by Richa Singh and Puneet Manuja, YourDOST is one of India's first and largest holistic emotional wellness organisations. We help corporations, colleges and government organisations build resilient communities.

We are enabling leading corporates including, CK Birla Group, UpGrad, and educational institutions like IIT Madras, IIT Delhi, and IIM Bangalore to name a few. We believe in using a three-pronged approach for building a holistic emotional wellness program - Awareness, Training, and Individual Counseling.

We work with them through awareness modules, self-help tools, 1on1 counseling intervention, and organisation-level diagnostic and reporting. Our offerings include Product Led Engagement, Assessments, 24x7 Instant Connect With Qualified Therapists, Leadership Programs, Manager Training and much more. We have partnered with 500+ clients including Corporates, Educational Institutions, and Government organisations counseling over 20 lakh Indians to date.

To learn more about us please visitwww.yourdost.com

About the Role

We are looking for an analytical, structured, and technology-driven person with great communication skills (both verbal and written) who is passionate about managing a large community of YourDOST customers and experts with the help of a team. The ideal candidate is a good listener, sensitive in handling user and expert queries, and committed to delivering the best possible experience and resolution.

This person will drive key areas including counselling adherence, expert supply and utilisation, customer and expert support, service quality, operational dashboards, process improvement, and automation.

Key Responsibilities

• Owning the operations metrics and working closely with the Head of Operations to ensure team's performance.
• Maintaining customer focus at all times and ensuring quality of delivery of the Ops team (customer queries, grievances, SLAs and other KPIs).
• Monitor counselling adherence, cancellations, no-shows, delays, and service failures.
• Improve Expert availability, utilisation, capacity planning, and demand-supply fulfilment.
• Handle and strengthen customer and expert support processes, including escalations and resolutions.
• Define and monitor SLAs, quality standards, operational KPIs, and dashboards.
• Identify recurring issues, conduct root-cause analysis, and drive corrective actions.
• Build scalable SOPs, workflows, governance mechanisms, and review processes.
• Partner with Product and Technology teams to identify opportunities for automating manual processes.
• Drive day-to-day improvements in customer satisfaction, expert experience, and service quality.

What We are Looking For

• 3-5 years of experience in operations, service delivery, customer support, or customer experience.
• Strong analytical and problem-solving skills.
• Highly organised, structured, and process-oriented.
• Experience working in cross-functional, customer-facing environments.
• Comfort with data, dashboards, spreadsheets, CRM, and support platforms.
• Exposure to automation, AI, no-code tools, or digital workflows is a plus.
• Strong communication and stakeholder-management skills.
• Ability to handle sensitive user and expert concerns with empathy and maturity.
• Experience in healthcare, mental health, wellness, or telehealth is a plus.

What Success Looks Like:

• Improve user experience across services
• Improve counselling adherence and service fulfilment.
• Strengthen expert supply and capacity management.
• Improve customer and expert satisfaction.
• Reduce support resolution time and recurring issues.
• Build strong operational dashboards and governance.
• Automate and digitise high-effort processes.
• Create measurable improvements in service quality and efficiency.

Job Details

Employment Type: Full-time

Work Mode: Onsite

Working days: 5 days a week

Location: HSR Layout, Bangalore