Job Description: Head - Operations

The Head - Operations will lead the end-to-end operational management of device logistics, service delivery, and digital nephrology ecosystem. This includes ensuring seamless functioning across the physical and digital infrastructure - from dialysis device installation and support to customer success and digital platform enablement. The role will also provide strategic input to marketing and business development, driving operational excellence and technology-led customer engagement.

Key Responsibilities

1. Device Logistics & Supply Chain Management

- Oversee the complete logistics and supply chain lifecycle for dialysis devices, consumables, and accessories - from procurement and warehousing to delivery, installation, and servicing.

- Build scalable supply chain systems to support domestic and international operations.

- Optimize cost efficiency and delivery reliability through vendor partnerships, data-driven forecasting, and process automation.

- Implement tracking and performance metrics for real-time visibility into shipment status, device uptime, and field operations.

2. Device Installation, Commissioning & Training

- Lead the structured deployment of dialysis devices, ensuring high-quality installation and clinical readiness.

- Develop standardized installation protocols, certification programs, and training content for operators, technicians, and partner staff.

- Coordinate cross-functional technical teams for commissioning, calibration, and quality assurance of all deployed systems.

- Ensure compliance with biomedical safety, regulatory, and performance standards during all installation activities.

3. Service Operations & Maintenance

- Build and manage a high-performing service and maintenance organization responsible for proactive and reactive technical support.

- Implement digital service ticketing, predictive maintenance, and remote monitoring systems to reduce downtime and improve responsiveness.

- Collaborate with the engineering and R&D teams to analyze failure patterns and drive design or software enhancements.

- Define and monitor service-level KPIs such as response time, resolution rate, uptime, and customer satisfaction.

4. Device Replacement & Lifecycle Management

- Lead structured programs for equipment replacement, refurbishment, and upgrades across the installed base.

- Track lifecycle data through digital command center for predictive asset planning.

- Establish cost-efficient and sustainable practices for device recycling and component reuse.

5. Digital Nephrology Platform Operations

- Oversee the operations, adoption, and performance of Digital Nephrology Platform, ensuring seamless integration between devices, command centers, and user interfaces.

- Coordinate between technology, clinical, and operations teams to enable real-time patient monitoring, analytics, and decision-support capabilities.

- Drive data integrity, uptime, and user experience excellence across digital modules such as remote dialysis tracking, predictive alerts, and clinical dashboards.

- Support expansion of digital capabilities to integrate new features (e.g., tele-nephrology, supply forecasting, training modules, and AI-driven analytics).

- Ensure compliance with cybersecurity, data privacy, and healthcare IT regulations across all digital operations.

6. Customer Success & Relationship Management

- Own the customer experience across device and digital touchpoints, ensuring consistent satisfaction and retention.

- Build a structured feedback system to capture customer insights for both physical device operations and digital engagement.

- Implement a Customer Success Dashboard linking device uptime, service SLAs, and digital adoption metrics.

- Collaborate with the marketing and business development teams to translate customer insights into operational enhancements and marketing collateral.

7. Strategic Support to Marketing & Business Development

- Provide operational inputs for new market entries, product launches, and strategic partnerships.

- Support demonstrations, trade shows, and partner training by ensuring operational and digital readiness.

- Align operational capacity planning with business development targets and new contract rollouts.

- Contribute to long-term strategic planning by providing insights from field data, service analytics, and digital platform trends.

Key Competencies

- Proven leadership in healthcare technology or medical device operations.

- Strong command of supply chain, field service, and customer success management.

- Hands-on understanding of digital health platforms, IoMT (Internet of Medical Things), and cloudbased patient management systems.

- Experience in scaling operations across multiple regions or emerging markets.

- Data-driven mindset with an ability to translate analytics into operational improvements.

- Excellent cross-functional collaboration, problem-solving, and communication skills.

- 6+ years of experience in Startup, Medtech operations or Consulting or Healthtech operations

- Healthcare background with MBA from Tier 1 institutes in India.

- Attractive salary with performance linked bonus and ESOPs

- Location: Mumbai with significant travel within India and globally