GM- Operations(E commerce)

About the role

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