Business Operations Manager at Naxawellness

About the Role

We're hiring a Business Operations Manager to sharpen our processes end-to-end, elevate customer and patient outcomes, and coach our team to world-class execution. You'll turn vision into daily discipline: clear SOPs, clean data, smooth fulfillment, and a culture that wins.

You'll Excel in This Role If You

• Love structuring and diagnosing processes; you think in flows, owners, and KPIs
• Thrive in creative independence with clear goals—no hand-holding required
• Can train leaders and lift standards across teams
• Obsess over team culture: accountability, communication, and care
• Believe precision and scrutiny create freedom and scale
• Know how to build a world-class team that delivers consistently

Key Responsibilities

• Map, standardize, and continuously improve SOPs
• Drive customer and patient experience: SLAs, NPS/CSAT, resolution playbooks, and escalation paths
• Own weekly operating cadence: dashboards, stand-ups, bottleneck removal, and KPI reviews
• Coach team leads and run training for SOPs, communication, and problem-solving
• Run post-mortems and experiments; turn insights into permanent fixes

Requirements

• 3–6+ years in Operations or Process Improvement (healthcare, wellness, FMCG, or e-commerce preferred)
• Proven SOP design and KPI execution; strong analytical skills
• Excellent written and verbal communication
• Calm under pressure, decisive, and kind