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Job Description \& Key Result Areas
**Position Title**
General Manager – Operations
**Division**
Wedjat Health Solutions Pvt. Ltd.
**Location**
Madurai, Tamil Nadu (with periodic travel)
**Reporting To**
Vice Chairman / Promoter Director
**Nature of Role**
Full\-Time \| Senior Leadership
**CTC Range**
Commensurate with experience and qualifications
**About Wedjat Health Solutions**
Wedjat Health Solutions Private Limited is a dynamic healthcare e\-commerce and digital health enterprise. The company is focused on making quality healthcare products, wellness solutions, and health\-tech services accessible to consumers across India through digital channels. The organisation operates at the intersection of healthcare, technology, and consumer commerce, and is poised for significant growth.
**Role Purpose**
The General Manager – Operations will serve as the chief operating officer of Wedjat Health Solutions, responsible for translating the Promoter Director's strategic vision into day\-to\-day operational excellence. This is a leadership role demanding entrepreneurial drive, strong digital acumen, and a deep understanding of the health and wellness e\-commerce landscape in India.
**Key Responsibilities1\. Business Operations \& P\&L Management**
* Own end\-to\-end daily operations of the company across all verticals * Drive revenue growth, manage costs, and deliver agreed EBITDA targets * Prepare monthly MIS, operational dashboards, and performance reports for the Promoter Director * Ensure compliance with statutory, financial, and regulatory obligations
**2\. E\-Commerce \& Platform Management**
* Oversee operations on all e\-commerce platforms (own website, Amazon, Flipkart, 1mg, PharmEasy, etc.) * Monitor product listings, pricing, inventory, and fulfilment SLAs * Drive platform\-specific growth strategies including marketplace ranking and seller metrics * Coordinate with logistics partners for last\-mile delivery efficiency
**3\. Digital Marketing \& Brand Building**
* Lead digital marketing strategy across SEO, SEM, social media, email, and influencer channels * Manage agency relationships and internal team for content creation, campaigns, and analytics * Drive customer acquisition, retention, and lifetime value through data\-driven marketing * Build and strengthen the Wedjat Health Solutions brand in the digital and health\-tech space
**4\. Product \& Category Management**
* Curate and manage the product portfolio in health, wellness, diagnostics, and medical devices * Develop vendor and supplier relationships for quality procurement and competitive pricing * Drive new product launches, including market research, positioning, and go\-to\-market planning
**5\. Customer Experience**
* Build and manage a customer support function ensuring high satisfaction scores (NPS/CSAT) * Handle escalations, returns, and quality issues in a timely and professional manner * Analyse customer feedback and translate insights into product and service improvements
**6\. Team Leadership \& Culture**
* Recruit, train, manage, and mentor a cross\-functional team covering operations, marketing, tech, and customer support * Foster a high\-performance, accountability\-driven culture aligned with company values * Set individual KRAs, conduct periodic appraisals, and manage performance proactively
**7\. Technology \& Systems**
* Oversee the company's digital infrastructure including website, ERP, CRM, and analytics platforms * Drive automation and technology adoption to improve efficiency across functions * Coordinate with tech vendors and developers for platform enhancements and new feature rollouts
**8\. Strategic Planning \& Business Development**
* Support the Promoter Director in annual business planning, budgeting, and strategic goal\-setting * Identify new business opportunities, partnerships, and revenue streams * Represent the company in key stakeholder, partner, and vendor meetings
**Qualifications \& ExperienceEssential**
* Graduate / Post\-Graduate degree; MBA preferred (Marketing, Operations, or Healthcare Management) * Minimum 8–12 years of experience, with at least 3–5 years in a senior leadership role * Demonstrated experience in e\-commerce operations (health, pharma, FMCG, or D2C preferred) * Proven track record of managing P\&L and driving measurable business growth * Strong digital marketing knowledge across paid, organic, and social channels
**Desirable**
* Prior experience in healthcare, pharma e\-commerce, or health\-tech industries * Familiarity with AYUSH, nutraceutical, OTC pharma, or medical device segments * Experience working in a founder\-led or promoter\-driven organisation * Tamil language proficiency preferred given regional market focus
**Core Competencies**
**Leadership \& Strategic**
**Functional \& Technical**
Entrepreneurial thinking \& ownership mindset
E\-commerce platform management
Team building and people management
Digital marketing (SEO/SEM/Social/Email)
Decision\-making under uncertainty
Supply chain \& logistics coordination
Stakeholder communication \& reporting
Data analytics \& MIS reporting
Negotiation \& vendor management
CRM and customer success management
Strategic planning \& execution
Financial acumen \& budget management
**Key Result Areas (KRAs) \& Performance Metrics**
The General Manager will be evaluated against the following KRAs on a quarterly and annual basis:
**KRA Area**
**Key Performance Indicator**
**Target / Benchmark**
**Revenue \& Growth**
Monthly GMV / Revenue achieved
As per annual budget targets
**Revenue \& Growth**
YoY revenue growth rate
Minimum 30% growth Year 1
**E\-Commerce Operations**
Platform uptime \& order fulfilment rate
\>98% fulfilment on time
**E\-Commerce Operations**
Return/cancellation rate
\<5% of total orders
**Digital Marketing**
Customer Acquisition Cost (CAC)
Reduce by 15% within 6 months
**Digital Marketing**
Website traffic \& conversion rate
Month\-on\-month improvement
**Customer Experience**
Net Promoter Score (NPS)
NPS \> 60
**Customer Experience**
Average resolution time for complaints
\<24 hours
**Team Management**
Team attrition rate
\<15% annually
**Team Management**
Appraisal completion \& KRA setting
100% on schedule
**Financial Management**
EBITDA margin vs. target
Within ±5% of plan
**Financial Management**
Budget variance
Overspend \<5%
**Product \& Vendor**
New product launches per quarter
Minimum 2 per quarter
**Product \& Vendor**
Vendor SLA compliance
\>90% on\-time delivery
**Strategic Initiatives**
On\-time execution of strategic projects
\>80% milestones met
**Reporting \& Governance**
* Weekly operations review meeting with the Promoter Director * Monthly MIS report covering financial, operational, and marketing metrics * Quarterly business review with KRA assessment * Annual performance appraisal linked to variable compensation
Wedjat Health Solutions Private Limited \| Confidential – For Recruitment Purposes Only
Job Type: Permanent
Benefits:
* Cell phone reimbursement * Provident Fund
Work Location: In person
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