Head - Operations - Health Tech/Pharma

We are having an urgent opening for Head, Operations for a reputed Pharma MNC (3500+ crores) ) for their new business entity into Health Tech Platform for Mumbai location

The entity is on a mission to transform how people access and experience healthcare in India. It aims to develop a state-of-the-art digital platform that helps remotely connect doctors and patients thereby increasing convenience and improving access, quality, and outcomes of healthcare delivery in the country. From scheduling and tele-consultation to electronic record management and much more.

Job Purpose :

- Are you passionate about bringing a change in quality of healthcare delivery system in the country?

- Can you think first principles about dynamic problems?

- Do you have the hustler attitude to work in an entrepreneurial environment?

- Can you proactively collaborate and work with a lot of different teams and individuals?

- As the operations lead, you will conceptualize and deploy core organization processes. Work on multi-dimensional problems such as onboarding and training appropriate field personnel, tracking funnels, post-sales customer management etc. to drive product success. Work across teams to ensure smooth process cadence and cohesion.

Key Accountability:

Work with Business Head, product, sales teams and external vendors to conceptualize and deploy internal processes

Major Activities/ Tasks:

- Own, strategize and ensure timely deployment of core processes such as doctor onboarding support, customer helpdesks etc.

- Coordinate communication process between internal teams (product, sales, strategy) and partners to ensure efficiency, timely resolution of issues and create an open pathway for ideas and feedback

- Report on operational performance (customer satisfaction rating, retention etc.) and proactively drive improvements

- Responsible for end-to-end user lifecycle management, understanding user behavior and driving product level and strategy level changes

- Keep track of post onboarding engagement, define team SLAs (such as churn %, monthly active users) and own customer success and satisfaction

- Work with Business Head to develop initiatives and programs to drive profitability

Education Qualifications / Background:

Essential:

a. Graduate degree in management/ pharma/ science/ engineering/any other discipline

b. Experience in building start-ups operations

Relevant and Total Years of Experience:

- 8+ years of experience working across operations roles across startups/tech companies

- 3+ years leading operations teams

- Experience driving adoption and deployment of a tech solution

- Experience in setting up core processes for a startup (helpdesks, SLA tracking, training playbooks etc.)

Technical/Functional Expertise:

- Strong project management, interpersonal and organizational skills

- Strategic and analytical skills

- Exceptional verbal and written communication skills

Behavioural Competencies

- Ability to manage external vendors and contractors

- Good interpersonal & coordination skills, esp. in building effective working relationships

- Strong drive and ability to take initiative

- A track record of delivering results and staying resilient in challenging situations

Personality:

- Entrepreneurial and hustler attitude

- A track record of delivering results and staying resilient in challenging situations