Organizational Overview
Smile Train is the world’s leading cleft focused organization. Our goal is to transform the lives of every person impacted by a cleft lip or palate. We train and support doctors and medical professionals to provide our patients with free, life-changing, comprehensive cleft treatment. Our sustainable model has allowed us to reach more than 2 million children in 90+ countries in the past 25 years, and we still feel like we’ve just started. We are truly changing the world one smile at a time!
Make a Difference!
As Smile Train’s Program Manager, the Program Manager serves as the primary point of contact and representative for Smile Train's programs within the assigned region, reporting to the Area Director – South Asia. The role is responsible for managing partner relationships and overseeing the implementation, quality, compliance, and continuous improvement of Smile Train's cleft treatment programs in alignment with country, regional, and global strategies. Working closely with partner hospitals, healthcare professionals, and internal teams, the Program Manager strengthens programme quality, builds institutional capacity, and expands access to safe, comprehensive cleft care across India. The role requires frequent travel to partner locations, including remote areas, and plays a key role in improving healthcare outcomes for children born with cleft lip and palate.
Reports To
The Area Director – South Asia
Key Responsibilities
The Program Manager shall be responsible for the following:
(A) Relationship Management
- (1) Serve as the primary relationship manager for partner hospitals and treatment teams within the assigned area
- (2) Maintain regular communication with partners to support program implementation and ensure alignment with Smile Train policies and expectations.
- (3) Address partner inquiries, operational challenges, and patient-related concerns in a timely and solution-oriented manner.
- (4) Liaise with partners to gather required administrative documentation including credentialing information, reports, surveys, and program updates.
- (5) Ensure partners understand and comply with Smile Train’s protocols, reporting requirements, and partnership agreements.
- (6) Support onboarding of new partners and practitioners in coordination with internal teams.
- (7) Escalate risks, compliance issues, or operational concerns to the Area Director when required.
(B) Program Implementation
- (1) Oversee implementation of Smile Train programs within the assigned geographic area.
- (2) Conduct regular monitoring visits to partner hospitals to assess program performance, safety practices, compliance, and patient care standards.
- (3) Review program data including surgical outputs, compliance indicators, and documentation to monitor partner performance.
- (4) Work with partners to address program gaps and support implementation of operational improvements.
- (5) Facilitate the addition of treatment types and practitioner accreditation processes where appropriate.
- (6) Support implementation of partner training initiatives, workshops, and webinars to strengthen program quality and compliance.
- (7) Coordinate with internal teams, medical advisors, and subject matter experts to support partner program development.
(C) Compliance
- (1) Monitor partner compliance with Smile Train policies including patient record submission, safety protocols, and reporting requirements.
- (2) Facilitate safety audits, quality reviews, and other compliance processes for partner hospitals.
- (3) Track and follow up on action items arising from audits, reviews, and monitoring visits.
- (4) Support management of sentinel events and ensure appropriate reporting and documentation.
- (5) Address patient complaints or feedback in coordination with partners and escalate issues when necessary.
- (6) Ensure partners adhere to branding, documentation, and partnership agreement requirements.
(D) Financial Management
- (1) Monitor partner budget utilization within the assigned area to ensure appropriate use of program funds.
- (2) Review and process partner funding applications in accordance with Smile Train program guidelines.
- (3) Support financial audits and follow up on corrective actions where necessary.
(E) Communications
- (1) Represent Smile Train at partner meetings, trainings, and program-related events within the assigned area.
- (2) Support awareness initiatives and campaigns in collaboration with internal communications teams.
- (3) Coordinate partner participation in organizational events and program activities.
- (4) Support collection of patient stories, partner case studies, and program information for communications and reporting purposes.
- (5) Ensure partner hospitals adhere to Smile Train branding and communication guidelines.
(F) Monitoring and Evaluation (M&E)
- (1) Track partner performance and program outcomes using available program data and reporting systems.
- (2) Monitor key indicators related to program quality, output, and compliance.
- (3) Identify operational challenges and opportunities to strengthen program delivery within the assigned area.
- (4) Provide regular updates and program insights to the Area Director.
Candidate Profile
The ideal candidate will have demonstrated experience managing multiple implementation partners and building strong, collaborative relationships with a diverse range of stakeholders. They should be comfortable working with hospitals, healthcare providers, or public health programmes, and possess the ability to analyze programme performance data to identify opportunities for improvement and strengthen programme delivery. The role requires someone who can work independently across multiple locations, effectively balance operational and relationship management responsibilities, and is willing to undertake regular travel to partner sites, including field and remote locations.
Required Education and Experience
- (1) Bachelor’s degree in public health, Healthcare Management, Social Sciences, Development Studies, Business Administration, or a related field.
- (2) Minimum 6-8 years of relevant experience in managing or implementing programmes in the public health, healthcare, or non-profit/development sector.
- (3) Demonstrated experience managing partner hospitals, healthcare institutions, or implementation partners and coordinating multi-site programmes.
- (4) Proven experience in programme implementation, monitoring, reporting, compliance, and quality assurance.
- (5) Experience working with healthcare providers, public health programmes, or hospital networks.
- (6) Strong stakeholder management skills with the ability to coordinate effectively across partner institutions and cross-functional teams.
- (7) Experience analysing programme performance data, identifying implementation gaps, and driving operational improvements..
Preferred Education and Experience
- (1) Master's degree in Public Health, Public Administration, Healthcare Management, or a related discipline.
- (2) Experience working in national or international public health programmes, preferably in maternal and child health, surgical care, or healthcare systems strengthening.
- (3) Experience working with NGOs, INGOs, or donor-funded health programmes.
Additional Eligibility Qualifications
- (1) Strong programme and project management capabilities.
- (2) Experience in monitoring programme performance and ensuring compliance with organizational guidelines.
- (3) Ability to manage multiple stakeholders and competing priorities effectively.
- (4) Excellent analytical, problem-solving, and decision-making abilities.
- (5) Strong written and verbal communication, coordination, and documentation skills.
- (6) Proficiency in Microsoft Office Suite and programme management/reporting tools.
- (7) Ability to work independently in a dynamic, cross-functional environment.
Key Competencies
- (1) Programme planning and execution.
- (2) Stakeholder and partnership management.
- (3) Performance monitoring and quality assurance.
- (4) Operational planning and coordination.
- (5) Strategic thinking and solution orientation.
- (6) Team leadership and collaboration.
Key Skills
- (1) Healthcare programme implementation and coordination.
- (2) Hospital stakeholder engagement.
- (3) Data analysis, reporting, and dashboard management.
- (4) Budget tracking and financial documentation.
- (5) Process improvement and issue resolution.
- (6) Knowledge management and documentation.
Compensation
The gross annual compensation budgeted for this position ranges from INR 19,20,000 to INR 21,00,000/Year (approximately USD 20,767–22,714/Year). The final offer will be commensurate with the selected candidate's qualifications, relevant experience, and salary history.
Travel
This is a field-intensive role requiring frequent travel (approximately 40–50% of the time) across assigned states, including visits to partner hospitals, programme sites, and remote districts.
Accountability Expectations
- Ownership of Outcomes: Take full responsibility for one’s own performance, ensuring alignment with Smile Train’s mission and objectives.
- Transparent Communication: Communicate openly and effectively with team members, fostering trust and a shared understanding of expectations and priorities.
- Emotional Intelligence: Demonstrate empathy, understanding, and cultural sensitivity to contribute to an inclusive and supportive team environment.
- Empowerment: Effectively communicate with supervisors to ensure you are equipped with the resources, guidance, and autonomy you need to excel in your role
- Team Cohesion: Contribute to a culture of collaboration, mutual respect, and shared accountability, helping the team to thrive in a fast-paced, mission-driven environment
Application Process
Smile Train is an equal opportunity employer, committed to inclusive hiring and dedicated to diversity in our work and staff. We strongly encourage candidates from all groups and communities to apply.
To apply, please complete the application online. Include your CV and a cover letter explaining why you would be a good fit for Smile Train and this role. Only those who provide a cover letter as directed will be considered. We encourage interested applicants to submit their applications as soon as possible.
Compensation: INR 19,200,000 - INR 21,000,000/Year
