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Key skills for this role
About the Role
SHOR is seeking an experienced Operations Manager to lead and optimize day-to-day operations across healthcare services, customer experience, and business functions. The role involves managing healthcare providers, customer service teams, call center operations, and external marketing agencies.
Key Skills for This Role
Responsibilities
- Lead and oversee daily operational activities across all departments
- Manage and coordinate healthcare providers, ensuring quality, compliance, and service excellence
- Supervise customer service and reception teams, establishing performance standards and operational workflows
- Oversee call center and communication channels, including phone, WhatsApp, and patient support operations
- Manage relationships with marketing and social media agencies, ensuring alignment with business objectives and performance targets
- Develop, implement, and continuously improve operational policies, procedures, and guidelines across the organization
- Establish KPIs, monitor performance, and drive operational efficiency
- Enhance the patient journey and ensure an exceptional customer experience
- Coordinate cross functional initiatives between operations, technology, marketing, and clinical teams
- Prepare operational reports and strategic recommendations for executive leadership
- Build scalable processes and operational structures to support company growth
Requirements
- Proven experience in Operations Management, preferably within healthcare, digital health, telemedicine, or service based organizations
- Strong experience managing healthcare professionals, customer service teams, and operational staff
- Solid understanding of call center operations, customer support workflows, and communication management
- Experience working with marketing and social media agencies and managing external vendors
- Demonstrated ability to develop SOPs, policies, operational frameworks, and governance structures
- Strong leadership, problem solving, and organizational skills
Full Job Posting
Overview
- SHOR is seeking an experienced Operations Manager to lead and optimize our day to day operations across healthcare services, customer experience, and business functions.
Key Responsibilities
- Lead and oversee daily operational activities across all departments.
- Manage and coordinate healthcare providers, ensuring quality, compliance, and service excellence.
- Supervise customer service and reception teams, establishing performance standards and operational workflows.
- Oversee call center and communication channels, including phone, WhatsApp, and patient support operations.
- Manage relationships with marketing and social media agencies, ensuring alignment with business objectives and performance targets.
- Develop, implement, and continuously improve operational policies, procedures, and guidelines across the organization.
- Establish KPIs, monitor performance, and drive operational efficiency.
- Enhance the patient journey and ensure an exceptional customer experience.
- Coordinate cross functional initiatives between operations, technology, marketing, and clinical teams.
- Prepare operational reports and strategic recommendations for executive leadership.
- Build scalable processes and operational structures to support company growth.
Requirements
- Proven experience in Operations Management, preferably within healthcare, digital health, telemedicine, or service based organizations.
- Strong experience managing healthcare professionals, customer service teams, and operational staff.
- Solid understanding of call center operations, customer support workflows, and communication management.
- Experience working with marketing and social media agencies and managing external vendors.
- Demonstrated ability to develop SOPs, policies, operational frameworks, and governance structures.
- Strong leadership, problem solving, and organizational skills.
- Ability to work in a fast paced, growth oriented environment.
Location
- Location: Riyadh, Saudi Arabia
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