About the company:

Orange Health is India's leading on-demand diagnostics lab for urban Indian consumers and is positioned as the fastest diagnostics lab in India. We were recognized as the Diagnostics Startup of the Year 2025.

Launched in January 2021, Orange Health Labs is amongst the most loved brands in the healthcare sector, with over 30,000 reviews and the highest rating on Google for all its facilities across the country, and an NPS close to 90!

Orange Health Labs is among the best places to work, with a team of 1,000+ people across the company. We believe in treating colleagues with respect and investing in their growth for the long term. You can learn more about our work culture on our careers page and LinkedIn page.

Our vision is supported by some of the worlds leading investors like Accel, General Catalyst, Y Combinator, Bertelsmann India, Amazon, and other marquee names. We have been recognized as a Future Unicorn for two consecutive years by Hurun India.

Role Overview:

We are seeking a highly driven and experienced Head of Training to design, implement, and manage end-to-end training programs for Phlebotomists, Lab Technicians, and Customer Support Agents. The role involves developing world-class training standards, ensuring compliance with healthcare quality norms, and building a culture of continuous learning. The ideal candidate will bring strong expertise in healthcare operations, people development, and structured training methodologies.

Key Responsibilities

1. Training Strategy & Leadership

2. Develop and own the overall training strategy and roadmap for clinical and customer-facing teams.

3. Lead, mentor, and grow a team of training managers, trainers, and coordinators. Align training initiatives with organizational goals, compliance requirements, and customer experience standards.

4. Training Program Development

5. Design structured training modules for:

- Phlebotomists - sample collection, patient interaction, hygiene & safety protocols.

- Lab Technicians - lab processes, equipment handling, quality control, documentation.

- Customer Support Agents - communication skills, product knowledge, empathy, escalation handling.

- Develop certification and assessment systems to validate skills and readiness.

- Incorporate a blend of classroom, digital, and on-the-job training.

Quality & Compliance:

1. Ensure training content adheres to healthcare quality standards, NABL, and other regulatory guidelines.

2. Monitor training effectiveness through KPIs (first-time-right %, error rates, customer satisfaction scores).

3. Partner with QA and Operations teams to identify skill gaps and create targeted training interventions.

4. Stakeholder Management

5. Collaborate with City Heads, HR, and operations to forecast training needs.

6. Build partnerships with external training providers, industry experts, and certification bodies when required.

7. Provide regular updates to leadership on training progress, impact, and ROI.

Team Development: Inspire and develop the internal training team to achieve excellence.

- Foster a culture of learning, feedback, and continuous improvement.

Key Requirements:

Education: Bachelor's / Master's degree in Life Sciences, Healthcare Management, HR, or related field.

Experience: 10-15 years in training & development, with at least 5 years in a leadership role (preferably in healthcare, diagnostics, or customer operations).

- Proven track record of designing and scaling training programs for technical and customer service teams.

- Strong knowledge of adult learning principles, instructional design, and digital learning platforms.

- Excellent communication, leadership, and stakeholder management skills.

- Exposure to healthcare compliance, safety, and quality standards is highly desirable.

Success Metrics:

- Improvement in operational accuracy (sample collection, lab results).

- Reduced errors and escalations across clinical and customer support functions.

- Faster new hire readiness and consistent skill development.

- High training satisfaction scores from participants and managers.