Operations Manager

About the role

We are a leading healthcare provider in Penang, dedicated to delivering compassionate, world-class medical services and exceptional patient experiences. Our commitment combines clinical excellence with warm, attentive care, and we are seeking an experienced Operations Manager to lead our service touchpoints.

A) Marketing

• Strategize end-to-end marketing initiatives: brand management, digital and social media, content creation, campaigns, events, and community outreach.
• Collaborate with clinical, finance, and administrative leadership to align operational plans with the hospital’s business objectives.

B) Retail Operations

C) Patient Services Experience

• Lead and oversee overall hospitality services to ensure person-centred patient and visitor experience.
• Foster service excellence culture and establish service standards at all levels of staff via strategic & operational initiatives.
• Lead the frontline patient service team — covering patient relations, feedback management, and service recovery.
• Train and mentor teams in service excellence, conflict resolution, and compassionate communication.
• Leverage and analyse patient experience data and key performance metrics to identify service gaps, drive targeted improvements, and ensure a seamless end-to-end patient experience.

About you

• Bachelor’s degree in Hospitality Management, Business Administration, Marketing, or a related field.
• Minimum 5–7 years’ progressive experience in operations management, with a proven track record in hospitality (hotels, resorts, luxury service, or hospitality retail).
• Prior exposure to healthcare, wellness, or customer-centric service industries is highly advantageous.
• Demonstrated leadership experience managing multiple teams or departments.
• Strong proficiency in digital marketing, communications, retail management, and customer experience frameworks.
• Fluency in English and Bahasa Malaysia; additional languages are a plus.