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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