WEDJAT HEALTH SOLUTIONS PRIVATE LIMITED

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 Responsibilities:

1. 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 & Experience:

Essential:

- 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