TE IN-1484-Operations Lead
Chandigarh, IndiaFull-timeSenior · 6+ years
About this role
What You Will Own
Operations & Fulfilment
● Own the full order lifecycle, from prescription verification and routing to the pharmacy, through dispatch and last-mile delivery, with cold-chain integrity maintained end to end
● Run pharmacy coordination day to day: stock availability across suppliers, order placement, dispatch turnaround, and resolving stockouts or delays before they reach the member
● Build the fulfilment layer that connects the platform, the pharmacy, and the courier into one reliable flow, with clear handoffs and no dropped orders
● Define and enforce fulfilment SLAs, monitor performance against them, and act on breaches
● Own returns, refunds, and lost or damaged shipment workflows end to end, including courier escalation and member resolution
● Own payment reconciliation across gateways and pharmacy remittances, working with the accounting team to keep invoicing clean, accurate, and GST-compliant
● Manage the settlement flow between Eden and pharmacy partners, ensuring every order is accounted for and paid correctly
● Manage operational vendors, couriers, packaging, tooling, and subscriptions, holding them to cost and service expectations, and find efficiencies as volume scales
Retail Pharmacy Setup & Operations
A build project running alongside the live business.
● Set up and run retail pharmacy operations: licensing groundwork, fit-out, staffing coordination, and day-to-day running
● Project-manage the setup: contractor and vendor coordination, procurement, equipment, timelines, and issue resolution
● Own the retail pharmacy's operational workflows: inventory, stock management, dispensing operations, record-keeping, and supplier coordination
● Move licensing and regulatory groundwork alongside legal counsel and the Pharmacist-in-Charge, keeping the pharmacy inspection-ready (compounding operations and regulatory sign-off sit with the Pharmacist-in-Charge)
Member Experience
● Build the member experience function by adapting playbooks to India: tooling, queues, macros, routing, and escalation design
● Set the standard for every member interaction, and write the SOPs that hold that standard as the team grows
● Hire, train, and lead the Tier-1 team, and set the quality bar they work to
● Define support hours, response SLAs, and the escalation path from operational queries to clinical and founder level
● Turn member and order data into insight: spot recurring friction, fix root causes, and raise the experience over time
What We Are Looking For
● 6+ years in operations, with direct experience running retail pharmacy operations and telehealth or digital health operations. You know both worlds, or can show you will master the one you are newer to
● A track record of building operations from the ground up, not just running established ones
● Experience managing multi-party fulfilment or supply chain operations against demanding SLAs
● A high bar for customer experience, and the track record to show you have held teams to it
● Strong reconciliation discipline and comfort owning the numbers
● Excellent process design and documentation habits
● Experience managing a physical facility build or fit-out is a strong plus
● Based in or willing to relocate to the Chandigarh Tricity area
● Genuinely drawn to Eden's mission of helping people look, feel, and perform better, you want to build something you would use yourself