Senior Manager, Business Process Operations

Summary

Join DoseSpot, a PE-backed start-up and leader in electronic prescribing software, as its Senior Manager of Business Process Improvement & Operations. This critical role focuses on optimizing service delivery operations and vendor partnerships, driving efficiency and performance of back-office operations in India and globally. You will lead process improvements, manage vendor relationships, and collaborate cross-functionally to enhance end-to-end service delivery. The position requires strong analytical and problem-solving skills, experience managing offshore teams, and a proven track record in vendor management. DoseSpot offers a remote work environment with flexible hours, generous leave, comprehensive health insurance, 401k matching, and other benefits.

Requirements

• 7+ years of experience in operations, process improvement, vendor management, or service delivery leadership
• Proven experience leading or overseeing offshore teams (India preference), with a deep understanding of cultural communication dynamics and operational alignment across geographies
• Demonstrated success in managing external vendors or BPO partners with a focus on service quality and accountability
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights
• Exceptional project management skills and attention to detail
• Excellent communication and relationship-building skills across technical and non-technical audiences

Responsibilities

• Own and oversee our back-office operation to ensure consistent, high-quality performance and customer satisfaction
• Collaborate with Product to streamline and automate back-office operations where appropriate
• Define and monitor KPIs, SLAs, and quality standards for the operation
• Lead regular KPI focused performance reviews to continuously improve efficiency and effectiveness
• Serve as the primary point of escalation for service delivery challenges and ensure issues are addressed promptly and thoroughly
• Manage relationships with external vendors, including point-of-contact oversight, issue escalation, and performance management, with additional support provided during the contracting process
• Define and monitor KPIs, SLAs, and quality standards across all operations delivery vendors
• Collaborate with Finance, Legal, and Procurement on vendor agreements, compliance, and cost optimization
• Develop frameworks for evaluating vendor performance and ROI
• Partner with internal teams (especially Product and Technology) to align vendor capabilities with business objectives
• Identify and drive initiatives that streamline operations, reduce friction, and improve the scalability of our service delivery models
• Lead process mapping, gap analysis, and root cause assessments to uncover opportunities for operational improvement
• Provide visibility into performance and make data-driven decisions

Preferred Qualifications

• Experience with tools such as Salesforce, Jira, or other service/ops management platforms is a plus
• Lean Six Sigma, PMP, or other relevant certifications are a strong plus
• An operational mindset with a hands-on approach to solving problems
• A passion for building scalable systems that improve service quality and customer experience
• Ability to lead through influence and collaboration, particularly with cross-functional and external teams
• A continuous improvement mentality, with a strong focus on accountability and operational excellence

Benefits

• Remote work environment with a flexible work schedule to encourage work-life balance
• Annual company offsite
• Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave
• Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
• 401(k) company match
• One-time workspace reimbursement to help you optimize your remote workspace