At PMX Health, we're not just another healthcare company, we're a movement. We're challenging the status quo and transforming healthcare into something more personalised, proactive, and human. We believe true wellness goes beyond treating symptoms; it's about empowering people to take charge of their health and actually live well.
Our team is a blend of passionate clinicians and professionals united by one goal: to make healthcare work for everyone, patients and practitioners alike.
Role Overview
The Operations Lead will serve as the execution backbone of PMX Health — owning member experience, clinical coordination, operational systems, corporate program delivery, and cross-functional execution.
This is a builder role, not a maintenance role. You will work directly with the founders to create scalable systems, improve operational excellence, and ensure a seamless experience across every member touchpoint.
The ideal candidate can move between strategy and execution with ease — from building operational dashboards to solving day-to-day workflow gaps in real time.
Key Responsibilities
1. Clinical Operations
- Own the end-to-end member journey across onboarding, diagnostics, physician consultations, nutrition, psychology, and health coaching
- Ensure clinical SOPs and workflows are documented, implemented, and continuously improved
- Coordinate scheduling, workflows, and capacity planning across physicians and care team
- Manage lab and diagnostic partner coordination including turnaround times, report quality, and SLAs
- Work closely with the Head of Clinical Programs to align operational and clinical priorities
- Ensure timely delivery of services and minimize member wait times across all touchpoints
- Ensure operational and clinical SOPs are consistently followed across teams
- Continuously monitor workflows to improve coordination, efficiency, and member experience
- Ensure daily billing, operational accounting coordination, and center-level administrative processes are managed accurately and efficiently
2. Member Experience Operations
- Own the quality of the member experience across physical visits, digital interactions, reports, and follow-ups
- Directly manage the Client Relationship team and establish strong review and accountability systems
- Build structured feedback loops including NPS, member surveys, and escalation handling
- Develop escalation protocols for service and clinical concerns
- Ensure a premium, high-touch onboarding experience for both individual and corporate members
- Handle member escalations effectively and convert feedback into actionable operational improvements
- Identify recurring issues and continuously refine SOPs and processes to prevent repeat concerns
- Maintain high service standards across all member interactions and journeys
3. Corporate Program Delivery
- Own operational delivery for all corporate wellness partnerships
- Coordinate in-center and virtual program delivery for corporate clients
- Act as the primary operational point of contact for corporate partners post onboarding
- Build scalable systems to manage multiple corporate accounts simultaneously
- Ensure all promised deliverables and timelines are executed smoothly
4. Vendor & Partner Management
- Work alongside the Facility Manager as a peer in managing operational and diagnostic vendors
- Maintain visibility into vendor performance, SLAs, turnaround times, and quality standards
- Support vendor decisions by contributing operational and clinical context
- Gradually take ownership of clinical and corporate vendor relationships as operational familiarity grows
- Maintain strong relationships with diagnostic labs, supplement partners, facility agencies, and operational vendors
- Oversee inventory planning and tracking for supplements, consumables, and operational supplies
- Ensure vendor coordination supports uninterrupted member experience and clinical delivery
5. Systems, Processes & Technology
- Build and maintain operational playbooks and SOPs across teams
- Work closely with product and tech teams to ensure operational workflows are reflected accurately in systems and dashboards
- Own operational reporting and KPI tracking across member experience, clinical delivery, and corporate operations
- Drive continuous process improvement using operational data and feedback
- Create, update, and implement SOPs across operational, clinical, and member experience functions
- Ensure process adherence through regular reviews, audits, and team coordination
6. Compliance & Quality
- Own compliance related to clinical operations and health data privacy (DPDP Act)
- Work alongside the Facility Manager on broader operational and regulatory compliance requirements
- Conduct regular audits and reviews of operational and member-facing processes
- Maintain high standards of quality, consistency, and operational reliability across all functions
7. Team Leadership
- Directly manage operations and client relationship teams
- Build a culture of accountability, ownership, and collaboration
- Run regular reviews, goal setting, and performance management processes
- Identify capability gaps and support hiring and team development initiatives
- Act as the bridge between clinical, growth, and technology teams to prevent siloed execution
- Collaborate closely with founders, HR, and department heads to ensure operational standards and organizational guidelines are consistently followed
- Drive accountability and cross-functional coordination across teams
8. Expansion & Strategic Projects
- Support operational planning for new center launches and expansion initiatives
- Lead special projects including new program rollouts, technology integrations, and operational improvements
- Contribute to operational forecasting, planning, and scalability discussions with the founders
Candidate Profile
Experience
- 5–8 years of experience with at least 2–3 years owning operations end-to-end
- Prior experience in healthtech, diagnostics, preventive wellness, healthcare, or premium service businesses preferred
- Startup or early-growth stage experience is essential
- Experience managing cross-functional teams across clinical, client-facing, and operational functions
- Exposure to B2B or corporate account management is a strong advantage
Skills & Competencies
- Strong process design and operational problem-solving capabilities
- Ability to manage diverse teams without needing to be the domain expert in every function
- Data-driven decision making and comfort with dashboards, KPIs, and operational metrics
- Strong member-centric mindset with deep attention to service quality
- Working understanding of healthcare compliance and data privacy regulations
- Strong vendor management and stakeholder coordination skills
Mindset & Culture Fit
- Strong alignment with preventive healthcare and longevity
- Builder mindset with high ownership and comfort in ambiguity
- Able to balance strategic thinking with hands-on execution
- High accountability, collaborative, and member-centric
- Thrives in fast-paced startup environments
What Success Looks Like — First 90 Days
Days 1–30: Learn & Map
- Understand the full PMX member journey and internal workflows
- Build relationships across clinical, growth, tech, and operations teams
- Map operational bottlenecks, vendor relationships, and service gaps
Days 31–60: Fix & Build
- Improve critical SOPs and workflows
- Establish review cadences for member experience and operations
- Take ownership of operational escalations and team coordination
Days 61–90: Own & Scale
- Build operational dashboards and KPI reporting systems
- Independently manage at least one corporate program delivery
- Present a 6-month operational roadmap aligned with PMX's growth goals
- Enable founders to step away from day-to-day operational firefighting
Reporting Structure
Reports directly to the Founding Team, works cross-functionally with the Head of Clinical Programs, Growth, Product & Tech teams, and the Facility Manager, while leading the Operations and Client Relationship team
