& 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 qualified 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

📌 GM- Operations(E commerce) (Madurai)
🏢 Wedjat Health Solutions Private Limited, Madurai
📍 Madurai