Operations Manager (Healthcare E-commerce)

First care Health service; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

FirstCareNow is seeking an experienced Operations Manager to oversee end-to-end healthcare e-commerce operations in Bengaluru and Chennai. You will manage daily operations, coordinate with doctors, hospitals, diagnostics, pharmacies, and other providers to ensure timely service delivery and high customer satisfaction.

The role requires strong healthcare operations background, hospital administration or healthcare e-commerce experience, and excellent team management and vendor coordination

Qualifications

• Experience in healthcare operations, hospital administration, or healthcare e-commerce.

Responsibilities

• Oversee day-to-day operations of the FirstCareNow platform and healthcare service categories.
• Coordinate with doctors, hospitals, diagnostic centres, pharmacies, and other healthcare providers.
• Monitor operations for doctor consultations, bookings, radiology, pharmacy, and home healthcare services.
• Ensure timely processing of bookings, orders, appointments, and service requests.
• Manage onboarding, schedules, and coordination of doctors and partners.
• Coordinate test bookings, home sample collection, report processing and timely delivery.
• Oversee pharmacy operations, medicine availability, orders, dispatch, delivery, and refunds.
• Handle customer escalations and service-related issues within defined timelines.
• Manage vendor relationships, service quality, and SLAs.
• Lead customer support and operations teams and monitor productivity.
• Coordinate with IT to resolve platform issues and improve workflows.
• Monitor revenue, cancellations, refunds, costs, and service-wise profitability.
• Prepare daily/weekly/monthly MIS reports on bookings, revenue, and partner performance.
• Identify gaps and implement process improvements for efficiency and satisfaction.
• Build scalable processes across Bengaluru, Chennai, and future locations.
• Submit daily performance updates to the COO.

Job description

Job Title: Operations Manager Healthcare E-commerce
Location: Bengaluru / Chennai
Experience Level: 310 Years
Employment Type: Full-Time

Role Overview

We are looking for an experienced Operations Manager to oversee the end-to-end operations of our healthcare e-commerce platform. The candidate will be responsible for managing daily operations, coordinating with healthcare partners, ensuring timely service delivery, handling customer escalations, managing internal teams, and monitoring overall business performance.

The ideal candidate should have strong experience in healthcare operations, hospital administration, or healthcare e-commerce, along with excellent team management and vendor coordination skills.

Key Responsibilities

• Manage day-to-day operations across the FirstCareNow platform and healthcare service categories.
• Coordinate with doctors, hospitals, diagnostic centres, pharmacies, and other healthcare service providers.
• Monitor doctor consultations, diagnostic bookings, radiology, pharmacy, dental, Ayurveda, and home healthcare services.
• Ensure timely processing of customer bookings, orders, appointments, and service requests.
• Manage doctor onboarding, profile updates, consultation schedules, and appointment coordination.
• Coordinate with diagnostic partners for test bookings, home sample collection, report processing, and timely report delivery.
• Monitor pharmacy operations, medicine availability, order processing, dispatch, delivery, cancellations, and refunds.
• Handle customer complaints, escalations, and service-related issues within defined timelines.
• Manage vendor relationships, service quality, turnaround times, and service-level commitments.
• Lead and manage customer support and operations teams, allocate responsibilities, and monitor productivity.
• Coordinate with IT teams to resolve website and mobile application issues and improve platform workflows.
• Monitor daily orders, revenue, cancellations, refunds, operational costs, and service-wise profitability.
• Prepare daily, weekly, and monthly MIS reports covering bookings, revenue, pending orders, customer complaints, and partner performance.
• Identify operational gaps and implement process improvements to enhance efficiency and customer satisfaction.
• Build scalable operational processes across Bengaluru, Chennai, and future expansion locations.
• Submit daily operational performance updates directly to the COO.

Preferred Skills & Competencies

• Strong leadership and team management skills.
• Excellent communication and vendor management abilities.
• Good understanding of healthcare service workflows.
• Strong operational planning, execution, and problem-solving skills.
• Ability to handle customer escalations and service delivery challenges.
• Proficiency in MS Excel, MIS reporting, and operational dashboards.
• Knowledge of revenue tracking, cost control, and performance monitoring.
• Ability to coordinate with multiple stakeholders and manage competing priorities.
• Knowledge of Bengaluru and Chennai healthcare markets is an advantage.