Head – Operations – Health Tech/Pharma (10-20 yrs)
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
