Job Title: Operations Manager Healthcare E-commerce
Location: Bengaluru / Chennai
Experience Level: 310 Years
Employment Type: Full time

Role Overview

We are looking for an experienced Operations Manager to oversee the end-to-end operations of our healthcare e-commerce platform. The candidate will be responsible for managing daily operations, coordinating with healthcare partners, ensuring timely service delivery, handling customer escalations, managing internal teams, and monitoring overall business performance.

The ideal candidate should have strong experience in healthcare operations, hospital administration, or healthcare e-commerce, along with excellent team management and vendor coordination skills.

Key Responsibilities

- Manage day-to-day operations across the FirstCareNow platform and healthcare service categories.
- Coordinate with doctors, hospitals, diagnostic centres, pharmacies, and other healthcare service providers.
- Monitor doctor consultations, diagnostic bookings, radiology, pharmacy, dental, Ayurveda, and home healthcare services.
- Ensure timely processing of customer bookings, orders, appointments, and service requests.
- Manage doctor onboarding, profile updates, consultation schedules, and appointment coordination.
- Coordinate with diagnostic partners for test bookings, home sample collection, report processing, and timely report delivery.
- Monitor pharmacy operations, medicine availability, order processing, dispatch, delivery, cancellations, and refunds.
- Handle customer complaints, escalations,



and service-related issues within defined timelines.
- Manage vendor relationships, service quality, turnaround times, and service-level commitments.
- Lead and manage customer support and operations teams, allocate responsibilities, and monitor productivity.
- Coordinate with IT teams to resolve website and mobile application issues and improve platform workflows.
- Monitor daily orders, revenue, cancellations, refunds, operational costs, and service-wise profitability.
- Prepare daily, weekly, and monthly MIS reports covering bookings, revenue, pending orders, customer complaints, and partner performance.
- Identify operational gaps and implement process improvements to enhance efficiency and customer satisfaction.
- Build scalable operational processes across Bengaluru, Chennai, and future expansion locations.
- Submit daily operational performance updates directly to the COO.

Preferred Skills & Competencies

- Strong leadership and team management skills.
- Excellent communication and vendor management abilities.
- Good understanding of healthcare service workflows.
- Strong operational planning, execution, and problem-solving skills.
- Ability to handle customer escalations and service delivery challenges.
- Proficiency in MS Excel, MIS reporting, and operational dashboards.
- Knowledge of revenue tracking, cost control, and performance monitoring.
- Ability to coordinate with multiple stakeholders and manage competing priorities.
- Knowledge of Bengaluru and Chennai healthcare markets is an advantage.

📌 Operations Manager (Healthcare E-commerce) (Bengaluru)
🏢 First care Health service
📍 Bengaluru