Looking for a job

Ebra Khan

@ebrakhan

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I lead customer operations that improve retention, renewals, service quality, and AI-enabled healthcare delivery.

India

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What I'm looking for

I'm seeking a customer success leadership role where I can combine retention, account growth, client operations, and technology experience to improve client outcomes.

I've led client operations across Nila Cares, Samarth Care, SAAOL Heart Center, and Tattvan E Clinics, supporting healthcare, eldercare, and technology-enabled service delivery.

At Nila Cares, I built a 10-person team across 10 cities and partnered with engineering to launch Care Connect, an AI-powered caretaker agency management app that automated scheduling and coordination. I also own renewals across 40 client accounts and manage escalations across regional operations.

Previously, I led a 300+ member client operations organization serving 600+ international clients while maintaining CSAT above 95%. I've also delivered CRM and workflow transformations across 110+ clinics, led contact center teams, and scaled doctor onboarding across India.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager, North & West

Current

Nila Cares

Sep 2025 - Present (1 year)

Built and led a 10-member team across 10 cities, maintaining service quality for 40 client accounts. Developed Care Connect, an AI-powered app for caretaker agency management, and managed escalations and renewals.

AI Powered Workflow Automation Team Leadership Customer Relationship Management Escalation Management Account Renewals Operations Management

Client Operations Manager

Samarth Care

Jul 2024 - Aug 2025 (1 year 1 month)

Managed relationships with 600+ clients across multiple countries and led a 300+ member team, building KPI/SLA processes that maintained CSAT above 95%. Collaborated on an internal application to reduce manual work.

Customer Relationship Management SLA and KPI Management CSAT Management Team Leadership Operations Management CRM Implementation

Operations Manager

SAAOL Heart Center

Oct 2022 - Jul 2023 (9 months)

Collaborated on Zoho CRM rollout and reporting dashboard across 110+ clinics, unifying scheduling and patient communication. Rebuilt service workflows and trained a 50+ member call center team.

Zoho CRM CRM Implementation Workflow Optimization team training Escalation Handling Reporting

Assistant Manager, Operations

Tattvan E Clinics

Aug 2018 - Sep 2022 (4 years 1 month)

Partnered with stakeholders to accelerate doctor onboarding and reduce backlog. Led a 6-person team to onboard 250+ doctors and delivered standardized training across 100+ centers.

Operations Management Team Leadership Stakeholder Management Training Escalation Management