Service Quality & Operations Lead (CX Lead)

Who we areFounded in 2014 by Richa Singh and Puneet Manuja, YourDOST is one of India's first and largest holistic emotional wellness organisations. We help corporations, colleges and government organisations build resilient communities.

We are enabling leading corporates including, CK Birla Group, UpGrad, and educational institutions like IIT Madras, IIT Delhi, and IIM Bangalore to name a few. We believe in using a three-pronged approach for building a holistic emotional wellness program - Awareness, Training, and Individual Counseling.We work with them through awareness modules, self-help tools, 1on1 counseling intervention, and organisation-level diagnostic and reporting.

Our offerings include Product Led Engagement, Assessments, 24x7 Instant Connect With Qualified Therapists, Leadership Programs, Manager Training and much more. We have partnered with 500+ clients including Corporates, Educational Institutions, and Government organisations counseling over 20 lakh Indians to date.

To learn more about us please visit www.yourdost.com

About the jobWe are looking for an analytical, structured, and technology-driven CX Lead to improve the quality and efficiency of our end-to-end service delivery. This is a cross-functional role working closely with Operations, Customer Support, Expert Teams, Clinical, Product, Technology, and Customer Success. The person will own key areas such as counselling adherence, expert supply and utilisation, customer and expert support, service quality, operational dashboards, process improvement, and automation.

What You Will DoMonitor and improve counselling adherence, cancellations, no-shows, delays, and service failures- identify patterns, investigate root causes, and drive corrective actions.Own expert availability, utilisation, demand-supply balance, and capacity planning- ensure clients always have access to the right experts at the right time.Strengthen customer and expert support processes escalation management, resolution workflows, SLA compliance, and experience quality.Define and monitor operational KPIs, SLAs, quality standards, and dashboards that give leadership real-time visibility into service health.Surface recurring issues, conduct structured root-cause analysis, and lead process redesign initiatives across teams.Build scalable SOPs, workflows, and governance mechanisms that the business can actually run on.Partner with Product and Technology to automate manual, high-effort processes using no-code tools, AI-assisted workflows, and process digitisation.Drive measurable improvements in customer satisfaction, expert experience, service quality, and operational efficiency.

What We're Looking For

Must-haves:5+ years in operations, service delivery, customer support, or customer experienceStrong analytical skills- comfortable drawing actionable conclusions from data and dashboardsExperience managing cross-functional and customer-facing operations at scaleHands-on with CRM platforms, support tools, and spreadsheetsWorking knowledge of automation, no-code tools, and process digitisationStrong communication and stakeholder management- able to influence without authorityAbility to handle sensitive user and expert concerns with empathy and maturity

Good to have:Experience in healthcare, mental health or wellnessFamiliarity with quality frameworks- CSAT, NPS, first-response time, escalation ratePrior exposure to platform-based or marketplace operations

What Success Looks Like Counselling adherence and service fulfillment rates improve quarter on quarterExpert supply gaps are anticipated- not discovered after a client complainsCustomer and expert satisfaction scores trend upwardSupport resolution time drops and the same issues stop recurringLeadership has real-time operational visibility, not retrospective reportingHigh-effort manual processes are automated or eliminatedCross-functional teams are aligned on quality standards and shared processes

What We Offer5-day work weekHealth insurance coverageAccess to YourDOST's mental health and wellness services for you and your loved ones.An inclusive, growth-oriented culture focused on learning, collaboration, and impact.Opportunity to work with a mission-driven organization focused on emotional well-being.