Head of Sales and Operations

A dynamic and results-oriented Commercial Leader with full P&L responsibility across a growing network of clinics, poised for local expansion and regionalization. The immediate focus of this pivotal role is to aggressively drive sales growth, optimize operational efficiency across all clinic locations, and elevate the end-to-end patient experience, including close collaboration with the customer service team.

This individual will provide strategic vision and hands-on leadership to the Area Clinic Managers, Clinic Managers and the broader clinic teams. Proven success in this role will unlock significant growth opportunities to lead a multi-functional team and shape the future trajectory of the organization.

Key Responsibilities:

Strategic Leadership & Business Growth

• Provide visionary leadership and strategic direction to the Area Clinic Managers, Clinic Managers and the wider clinic teams, fostering a culture of high performance and accountability.

• Develop, propose, and collaboratively execute (with team) comprehensive sales and operational strategies to achieve ambitious revenue targets, maximize patient acquisition, and enhance patient retention across all locations.

• Identify and evaluate new opportunities for growth, service diversification, and strategic partnerships to expand the organization's reach and impact.

• Serve as a critical liaison between the clinics and the multi-functional teams, providing regular, insightful updates, data-driven recommendations, and proactively identifying opportunities and challenges.

• Collaborate effectively with multi-functional teams, including retail, to align priorities, secure necessary support, and ensure seamless execution of initiatives that drive both top and bottom-line results.

• Lead and oversee the successful planning, execution, and post-launch optimization of new clinic openings and renovation projects, ensuring on-time and on-budget completion.

Operational Excellence & Cost Optimization

• Drive a culture of continuous improvement by identifying, prioritizing, and implementing process enhancements and best practices across all clinic operations.

• Proactively propose, monitor and analyze key performance indicators (KPIs) related to sales, operations, patient satisfaction, and cost efficiency, leveraging data to inform strategic decision-making and course correction.

• Implement robust cost management strategies and identify opportunities for operational efficiencies without compromising quality or patient experience.

• Ensure consistent adherence to all relevant regulatory compliance standards across all clinic operations.

Exceptional Patient Experience

• Oversee and empower the customer service team to deliver consistently exceptional first-touch and ongoing patient experiences, fostering loyalty and positive word-of-mouth.

• Champion a patient-centric culture across the organization, ensuring that all operational decisions and initiatives prioritize the needs and satisfaction of patients.

• Develop and implement strategies to continuously improve patient feedback mechanisms and utilize insights to enhance service delivery.

Team Leadership & Development

• Provide strong mentorship and guidance to the whole Sales and Operations organization, fostering their professional growth and leadership capabilities.

• Work collaboratively with clinic teams to ensure seamless daily operations, leveraging the dotted-line reporting structure of physicians to enhance agility and communication.

• Foster a positive and collaborative work environment across all clinic teams, promoting open communication, shared goals, and mutual respect.

Strategy and Planning

• Lead and contribute to special projects as assigned by the Chief Executive, demonstrating adaptability and a proactive approach to organizational needs.

• Play a key role in the development and execution of the overall organizational strategy, providing operational insights and perspectives.

Qualifications:

• Minimum of 10 years of progressive experience in sales and operations leadership roles, demonstrating increasing levels of responsibility and impact.

• Proven ability to independently develop and execute strategic plans, prioritize effectively, and lead teams to achieve ambitious goals.

• Exceptional ability to operate both strategically (zooming out) and tactically (diving into execution details) as needed.

• Strong preference for candidates with experience in Traditional Chinese Medicine (TCM) clinics however, relevant experience in high-touch retail or service industries with a focus on customer experience will also be considered.

• Demonstrated success in driving sales growth, optimizing operational efficiency, and improving customer/patient satisfaction.

• Proven ability to build strong relationships and effectively collaborate with cross-functional teams and senior leadership.

• Experience in managing P&L responsibilities and a strong understanding of financial performance metrics will be a plus

• Experience with new clinic openings or expansions is highly desirable.

• A Bachelor's degree in Business Administration, Healthcare Management, or a related field is preferred.

Desired Skills & Attributes:

• Strategic thinker with a results-oriented mindset.

• Strong leadership and team-building skills.

• Excellent organizational and time management abilities.

• Highly adaptable and resilient in a dynamic and growing environment.

• Excellent analytical and problem-solving skills, with the ability to interpret data and translate it into actionable insights.

• Strong communication, presentation, and interpersonal skills.

• Adopts a strong customer-centric approach.

• Proactive and solutions-oriented.

• High level of integrity and professionalism.