Operations - Functional Lead

Job Description This is a remote position. Operations - Functional Lead Location: Bengaluru with Hybrid working model Experience: 12–18+ years Employment Type: Full-time through 3rd party payroll About ZEISS VisioGen ZEISS VisioGen is building the future of AI-powered healthcare by developing human-verified clinical communication solutions for ophthalmology practices. We combine cutting-edge Generative AI with clinical expertise to build scalable, production-ready applications that enhance patient engagement and improve healthcare delivery . Role Overview ZEISS VisioGen is scaling its Clinical Operations team to support 24/7 patient engagement for 600+ ophthalmology clinics across APAC, Europe, and the US. We are looking for a senior clinical-operations leader to head a large team of ODs / Optometrists and build a globally scalable operating model. This role will own clinical service delivery, OD team performance, quality governance, workforce planning, clinical escalation management, training standards, and operational consistency across geographies. The key expectation from this role is to create one clear operating standard for the OD organization so that every frontline OD follows the same clinical judgment framework, response standards, escalation rules, and quality expectations. This is a critical leadership role for scaling VisioGen from a growing clinical operations team into a mature, global 24/7 clinical operations function. Key Responsibilities Clinical Operations Leadership Own the end-to-end performance of the VisioGen Clinical Operations team. Lead and scale a team of ODs / Optometrists across multiple shifts, clinics, and geographies. Ensure 24/7 clinical operations readiness across APAC, Europe, and US customer needs. Create clear role clarity, decision rights, escalation ownership, and accountability across the OD organization. Standardization & Clinical Governance Define and maintain one global operating standard for OD responses, patient handling, clinic-specific rules, and clinical escalation. Build SOPs, playbooks, response frameworks, escalation matrices, quality standards, and calibration processes. Prevent variation in clinical judgment, tone, patient guidance, and escalation handling across teams. Ensure that clinical safety, patient experience, and ZEISS governance standards are consistently maintained. Quality & Calibration Own quality standards for OD review, patient response accuracy, tone, empathy, compliance, and escalation handling. Create quality dashboards, error taxonomy, audit frameworks, and coaching mechanisms. Identify performance gaps and drive corrective action plans. Ensure that the team continuously improves in accuracy, speed, clinical judgment, and patient communication. Workforce Planning & 24/7 Readiness Own staffing, capacity planning, shift coverage, roster governance, and workforce readiness. Build scalable staffing models to support growth across clinics, geographies, and time zones. Partner with HR, Talent Acquisition, and L&D for hiring, onboarding, certification, and ramp-up planning. Monitor utilization, productivity, attrition, absenteeism, shift risks, and capacity gaps. Ensure the team is prepared for volume spikes, new clinic onboarding, and geographic expansion. Escalation & Stakeholder Management Act as the senior clinical-operations escalation point before business leadership. Own high-risk cases, recurring operational issues, clinic-level escalations, and service delivery risks. Provide clear operational feedback to improve product workflows, dashboards, clinic configuration, and OD efficiency. Represent Clinical Operations in business reviews, leadership meetings, and customer-readiness discussions. Reporting & Business Reviews Provide daily, weekly, and monthly visibility into clinical operations performance. Track key metrics including SLA, response time, OD productivity, quality score, calibration variance, escalation trends, staffing readiness, utilization, and clinic-level performance. Present operational health, risks, improvement plans, and scale-readiness updates to senior leadership. Use data to identify trends, reduce variation, and improve overall service delivery. Requirements Required Experience 12–18+ years of experience in operations, healthcare operations, optometry operations, ophthalmology operations, service delivery, BPO, GCC, or large-scale customer operations. Strong experience leading large multi-layered teams, preferably 100+ people. Experience managing managers, team leads, trainers, QA teams, and frontline operations teams. Strong understanding of clinical service delivery, patient communication, quality governance, and escalation management. Experience building SOPs, playbooks, calibration processes, training standards, and performance frameworks. Strong workforce planning and capacity management experience in a 24/7 or multi-shift environment. Strong analytical skills with experience in dashboards, business reviews, operational metrics, and performance reporting.