GM- Operations(E commerce)

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 Responsibilities1. Business Operations . P.L Management

2. E-Commerce . Platform Management

3. Digital Marketing . Brand Building

4. Product . Category Management

5. Customer Experience

6. Team Leadership . Culture

7. Technology . Systems

8. Strategic Planning . Business Development

Qualifications . ExperienceEssential

Desirable

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

Wedjat Health Solutions Private Limited . Confidential – For Recruitment Purposes Only

Job Type: Permanent

Benefits:

Work Location: In person