Head of Operations

Job Description Location: Chennai (HQ) / Multi-city oversight Department: Operations Reports To: CBO / Founders Team: Procurement, Warehouse, Logistics, Catalogue, Customer Experience, Hyperlocal Operations Company: MrMed Role Overview The Head of Operations will lead end-to-end operational management for MrMed's online pharmacy, including procurement, warehouse management, logistics, inventory planning, catalogue hygiene, order fulfilment, and customer experience. This role is critical for ensuring operational efficiency, service excellence, and scalability across multiple cities and hubs. The ideal candidate is a strategic, execution-oriented leader with experience in online pharmacy or healthcare operations, capable of driving high standards of compliance, quality, and operational discipline. Key Responsibilities 1. Operations & Supply Chain Management - Oversee the end-to-end operations of procurement, warehouse, logistics, and inventory management. - Drive efficiency in order processing, stock replenishment, and last-mile delivery. - Ensure high accuracy in inventory, billing, and catalogue management. - Collaborate with procurement to optimize vendor partnerships, streamline purchase processes, and manage vendor performance. - Implement and maintain best-in-class operational workflows, SOPs, and compliance standards for an online pharmacy. 2. Customer Experience & Fulfilment - Ensure timely, accurate, and error-free order fulfilment. - Monitor and proactively resolve customer escalations in coordination with support teams. - Improve operational reliability to enhance patient satisfaction and trust. - Partner with technology and product teams to implement tools and automation that enhance order visibility and fulfilment speed. 3. Warehouse & Inventory Governance - Lead warehouse operations including stock receipt, storage, packing, and dispatch processes. - Maintain high standards of inventory hygiene, accuracy, and compliance with pharmaceutical regulations. - Conduct periodic audits and process reviews to ensure inventory integrity. - Optimize inventory storage, replenishment cycles, and distribution planning. 4. Cross-Functional Leadership & Process Improvement - Collaborate with Finance, Product, Technology, and Customer Support teams to drive operational alignment. - Lead operational excellence initiatives, identify bottlenecks, and implement process improvements. - Drive standardization of operations across hubs and cities to ensure scalability and consistency. - Develop and mentor the operations team, fostering a culture of accountability, problem-solving, and continuous improvement. - Act as a strategic advisor to senior management on operational risks, resource planning, and cost management. 5. Regulatory & Compliance Oversight - Ensure compliance with pharmaceutical regulations, SOPs, and data integrity requirements. - Oversee quality control, cold-chain compliance, and handling of critical medicines. - Implement safety protocols in warehouses, logistics, and delivery operations. 6. Technology & Data-Driven Decision Making - Leverage operational dashboards, analytics, and reporting for proactive decision-making. - Drive the adoption of technology solutions for inventory tracking, order fulfilment, and supply chain automation. - Identify opportunities to optimize costs and improve efficiency through data insights. Qualifications & Experience - 1015 years of experience in Operations, Supply Chain, or Ecommerce, preferably in online pharmacy or healthcare operations. - Proven track record leading multi-functional teams and scaling operations across multiple locations. - Strong expertise in procurement, inventory, logistics, and last-mile fulfilment. - Familiarity with pharma regulatory requirements and online pharmacy workflows. - Data-driven, analytical, and results-oriented mindset. Key Skills - Strategic operations planning and execution - Vendor management and procurement optimization - Inventory control and warehouse management - Customer experience and service excellence - Team leadership and cross-functional collaboration - Process design, SOP creation, and compliance management - Technology adoption and data-driven decision making About MrMed MrMed is India's largest online specialty pharmacy, dedicated to making critical and life-saving medicines accessible and affordable. We specialize in high-cost therapies across oncology, nephrology, cardiology, virology, and other specialty treatments. By combining technology, operational excellence, and strong partnerships with pharmaceutical manufacturers, MrMed ensures genuine medicines, transparent pricing, and reliable delivery to patients nationwide.