Lord's Mark

Job Description: Head - OperationsThe Head - Operations will lead the end-to-end operational management of device logistics, service delivery, and digital nephrology ecosystem. This includes ensuring seamless functioning across the physical and digital infrastructure - from dialysis device installation and support to customer success and digital platform enablement. The role will also provide strategic input to marketing and business development, driving operational excellence and technology-led customer engagement.Key Responsibilities1. Device Logistics & Supply Chain Management- Oversee the complete logistics and supply chain lifecycle for dialysis devices, consumables, and accessories - from procurement and warehousing to delivery, installation, and servicing.- Build scalable supply chain systems to support domestic and international operations.- Optimize cost efficiency and delivery reliability through vendor partnerships, data-driven forecasting, and process automation.- Implement tracking and performance metrics for real-time visibility into shipment status, device uptime, and field operations.2. Device Installation, Commissioning & Training- Lead the structured deployment of dialysis devices, ensuring high-quality installation and clinical readiness.- Develop standardized installation protocols, certification programs, and training content for operators, technicians, and partner staff.- Coordinate cross-functional technical teams for commissioning, calibration, and quality assurance of all deployed systems.- Ensure compliance with biomedical safety, regulatory, and performance standards during all installation activities.3. Service Operations & Maintenance- Build and manage a high-performing service and maintenance organization responsible for proactive and reactive technical support.- Implement digital service ticketing, predictive maintenance, and remote monitoring systems to reduce downtime and improve responsiveness.- Collaborate with the engineering and R&D teams to analyze failure patterns and drive design or software enhancements.- Define and monitor service-level KPIs such as response time, resolution rate, uptime, and customer satisfaction.4. Device Replacement & Lifecycle Management- Lead structured programs for equipment replacement, refurbishment, and upgrades across the installed base.- Track lifecycle data through digital command center for predictive asset planning.- Establish cost-efficient and sustainable practices for device recycling and component reuse.5. Digital Nephrology Platform Operations- Oversee the operations, adoption, and performance of Digital Nephrology Platform, ensuring seamless integration between devices, command centers, and user interfaces.- Coordinate between technology, clinical, and operations teams to enable real-time patient monitoring, analytics, and decision-support capabilities.- Drive data integrity, uptime, and user experience excellence across digital modules such as remote dialysis tracking, predictive alerts, and clinical dashboards.- Support expansion of digital capabilities to integrate new features (e.g., tele-nephrology, supply forecasting, training modules, and AI-driven analytics).- Ensure compliance with cybersecurity, data privacy, and healthcare IT regulations across all digital operations.6. Customer Success & Relationship Management- Own the customer experience across device and digital touchpoints, ensuring consistent satisfaction and retention.- Build a structured feedback system to capture customer insights for both physical device operations and digital engagement.- Implement a Customer Success Dashboard linking device uptime, service SLAs, and digital adoption metrics.- Collaborate with the marketing and business development teams to translate customer insights into operational enhancements and marketing collateral.7. Strategic Support to Marketing & Business Development- Provide operational inputs for new market entries, product launches, and strategic partnerships.- Support demonstrations, trade shows, and partner training by ensuring operational and digital readiness.- Align operational capacity planning with business development targets and new contract rollouts.- Contribute to long-term strategic planning by providing insights from field data, service analytics, and digital platform trends.Key Competencies- Proven leadership in healthcare technology or medical device operations.- Strong command of supply chain, field service, and customer success management.- Hands-on understanding of digital health platforms, IoMT (Internet of Medical Things), and cloudbased patient management systems.- Experience in scaling operations across multiple regions or emerging markets.- Data-driven mindset with an ability to translate analytics into operational improvements.- Excellent cross-functional collaboration, problem-solving, and communication skills.- 6+ years of experience in Startup, Medtech operations or Consulting or Healthtech operations- Healthcare background with MBA from Tier 1 institutes in India.- Attractive salary with performance linked bonus and ESOPs- Location: Mumbai with significant travel within India and globally (ref:iimjobs.com)