Senior Operations Manager

Location: Karachi, Pakistan
Shift: Late shift aligned with U.S. business hours
Reports To: U.S.-based Executive Leadership
Administrative Report: Director, Operations

Position Summary

The Senior Operations Manager will be responsible for day-to-day operational leadership, team management, performance monitoring, and issue escalation related to clinical service delivery. This role is critical to maintaining service reliability, compliance, and operational excellence across a growing, complex healthcare environment.

Key Responsibilities

Operational Leadership

• Provide senior-level operational oversight for clinical services during the late shift
• Ensure seamless continuity of operations between U.S. daytime teams and offshore teams
• Act as the primary escalation point for operational, staffing, and service delivery issues during assigned hours
• Monitor real-time workflows to ensure service levels, turnaround times, and quality standards are met

Clinical Services Oversight

• Oversee operational execution for clinical support services, ensuring adherence to established workflows, policies, and SLAs
• Partner with clinical leadership to support safe, compliant, and effective service delivery
• Identify operational risks or gaps impacting clinical services and proactively implement corrective actions

Team Leadership & Management

• Lead, mentor, and manage frontline team members
• Set clear performance expectations and ensure accountability across teams
• Support hiring, onboarding, training, and ongoing performance development
• Foster a culture of professionalism, reliability, and continuous improvement

Performance Management & Reporting

• Track and report key operational metrics (productivity, quality, timeliness, staffing)
• Prepare concise operational updates for U.S. leadership
• Identify trends, risks, and opportunities for optimization
• Support root cause analysis and corrective action planning

Process Improvement & Standardization

• Support implementation of standardized operating procedures across clinical services
• Identify inefficiencies and recommend workflow improvements
• Partner with U.S. leaders on process redesign and scaling initiatives
• Support change management during new service launches or operational transitions

Compliance & Risk Awareness

• Ensure teams operate in accordance with HIPAA, data security, and internal compliance standards
• Reinforce confidentiality, documentation accuracy, and quality expectations
• Escalate potential compliance or patient safety concerns promptly

Required Qualifications

• Bachelor’s degree in Healthcare Administration, Business, Operations Management, or related field (Master’s preferred)
• 7+ years of progressive operations management experience
• Demonstrated experience supporting clinical services, healthcare operations, or health IT
• Prior experience managing teams across multiple levels
• Experience working with or reporting to U.S.-based leadership
• Understanding of HIPAA and U.S. healthcare compliance expectations
• Strong understanding of operational metrics, performance management, and process improvement
• Excellent written and verbal English communication skills

Preferred Qualifications

• Experience in U.S. healthcare operations, EHR, revenue cycle, population health, or clinical support services
• Healthcare industry knowledge, including ICD-10 coding, clinical processes, disease processes, etc.
• Prior offshore or global delivery center leadership experience
• Experience managing late shift

Key Competencies

• Strong executive presence and judgment
• Ability to operate independently and make decisions in a fast-paced environment
• High level of accountability and attention to detail
• Strong people leadership and coaching skills
• Comfort managing ambiguity and escalations
• Collaborative, solution-oriented mindset

Job Type: Full-time

Application Question(s):

• Do you have a degree in Healthcare Administration, Business or Operations Management?
• Do you have night shift experience? And can you work in night shift onsite?
• Can you communicate in English (US)
• How much experience do you have overall (including as a manager)?
• What is your current salary?
• What is your expected salary?
• Do you have experience in Managing teams in night shifts?

Work Location: In person