Head of Operations

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About MrMed

MrMed is India’s largest and most trusted online specialty pharmacy, dedicated to making critical and life-

saving medicines accessible and affordable nationwide. We specialize in high-cost, high-touch therapies across oncology, nephrology, cardiology, virology, and other specialty treatments. By relentlessly combining technology, operational excellence, and strong partnerships with pharmaceutical manufacturers, MrMed ensures genuine medicines, transparent pricing, and reliable, timely delivery to patients across the country.

Role Overview

The Head of Operations will serve as the Operational Excellence, owning the complete gamut of B2C

operations—from planning to execution—across multi-regional hubs and dark stores. This role demands a

highly strategic, execution-oriented leader who can manage a complex, multi-layered supply chain that

handles life-saving, high-value, and often temperature-sensitive products.

The ideal candidate will be a highly driven, KPI-focused leader capable of setting up and scaling a robust,

compliant, and patient-centric operational framework. They must thrive in managing ambiguities inherent in a fast-growing, regulated industry and possess the strong leadership skill to train, upskill, and mentor a high-performing team. This leader will be directly responsible for delivering exceptional customer experiences and executive-level results to the founders

Key Responsibilities and Deliverables

1. Gamut of Operations & Multi-Region Scalability

● Strategic Oversight: Lead the end-to-end operational gamut across procurement, inventory,

warehouse management, logistics, and order fulfilment, specifically ensuring seamless operations

across multiple dark stores and regions.

● Process Standardization: Drive the standardization of operational procedures (SOPs) across all hubs

to ensure consistency, quality, and scalability, readying the platform for exponential growth.

● KPI Ownership: Define, monitor, and enforce high-impact Key Performance Indicators (KPIs),

including Order-to-Ship Time, Delivery Success Rate, Inventory Accuracy, Cost of Operations per

Order, and Patient NPS.

● Management of Ambiguities: Demonstrate the ability to operate effectively and provide clear

direction in complex, unstructured, or rapidly changing scenarios, particularly during hyper-scale or

crisis management.

2. Specialized Supply Chain & Cold Chain Logistics

● Precision Procurement: Oversee vendor management and procurement to ensure optimal stock

availability, authenticity verification, and streamlining of purchase processes for high-value specialty

medicines.

● Cold Chain Expertise: Implement, govern, and audit robust cold chain logistics and quality control

protocols for the storage, packing, and last-mile delivery of temperature-sensitive therapies, ensuring

full compliance and efficacy.

● Inventory & Dispatch Discipline: Guarantee near-perfect accuracy in inventory management, billing,

and catalogue hygiene, and drive error-free dispatch processes, ensuring the right medicine reaches

the patient safely and on time.

3. Customer Experience & Service Excellence

● Operational Reliability: Directly link operational efficiency to patient satisfaction, striving for same-

day/next-day delivery where required and ensuring operational processes proactively improve

customer experience.

● Issue Resolution: Establish clear protocols for handling and proactively resolving customer

escalations, particularly those related to fulfilment, dispatch, or logistics.

● Technology Partnership: Collaborate closely with Product and Technology teams to implement

automation, real-time tracking, and predictive analytics that enhance order visibility, fulfilment speed,

and ultimately, patient trust.

4. Leadership, Training & Team Development

● Strong Leadership: Build, lead, and mentor a multi-functional operations team (Procurement,

Warehouse, Logistics, CX) across all regions.

● Training & Upskilling: Institutionalize continuous training and upskilling programs for all operations

personnel to maintain operational discipline, regulatory compliance, and high standards of service.

● Executive Delivery: Be accountable for clearly articulating operational performance, risks, and

strategic initiatives, and delivering executive-level results directly to the CBO and Founders.

5. Regulatory & Compliance Governance

● Compliance: Uphold the highest standards of compliance with all pharmaceutical regulations, SOPs,

data integrity, and quality control measures relevant to an online pharmacy.

● Audit & Review: Lead periodic internal and external audits of warehouse and logistics operations to

ensure inventory integrity, safety protocols, and regulatory adherence.

Qualifications & Experience

● Experience: 10–15 years of progressive experience in Operations, Supply Chain, or Ecommerce, with a

mandatory preference for experience in online pharmacy, healthcare operations, or high-value B2C

logistics and same day deliveries in hyper local platform

● Scaling Track Record: Proven track record of successfully leading multi-functional teams and scaling

operations across multiple regions and/or dark stores.

● Domain Expertise: Deep expertise in procurement, inventory control, last-mile fulfilment, and a

strong foundational understanding of cold chain logistics.

● Mindset: Highly data-driven, analytical, and results-oriented leader who is energized by complex

problem-solving.

Key Skills and Attributes

● Strategic & Execution Excellence

● Management of Ambiguities

● Strong Leadership & People Development

● KPI-Driven Performance Management

● Cold Chain & Pharmaceutical Compliance

● Cross-Functional Collaboration

● Process Design and SOP Governance

To be considered for the role, please send your updated resume to: hr@mrmed.in