Divya Gnanasekaran

Healthcare Operations, Client Success, and Quality Management Professional with 15+ years of experience across digital health, healthcare operations, wellness platforms, hospitals, and chronic disease management programs. Demonstrated success in leading large-scale healthcare operations, managing cross-functional teams, improving customer satisfaction (NPS/CSAT), driving operational excellence, and implementing scalable quality frameworks. Skilled in stakeholder management, service delivery, customer retention, process optimization, and team leadership.

Recognized for building high-performing teams, improving operational efficiencies, enhancing customer experience, and delivering business outcomes in fast-paced healthcare environments.

Project Lead - PB HEALTH

(2024-12)

Leading healthcare program delivery, stakeholder management, operational excellence, and team performance across digital health initiatives.

• Manage and mentor remote teams of healthcare coaches to achieve operational KPIs.
• Drive service quality, customer satisfaction, and delivery excellence across programs.
• Partner with clients and stakeholders to ensure successful project execution.
• Create governance mechanisms, dashboards, performance reports, and review frameworks.
• Lead process improvement initiatives to improve productivity, quality, and customer outcomes.
• Ensure alignment between business objectives, project goals, and client expectations.
• Improved operational visibility through structured reporting and governance.
• Strengthened stakeholder engagement and delivery effectiveness.
• Successfully managed large-scale healthcare coaching operations.