Job Title: Senior Operations Executive
Department: Operations / Supply Chain
Work Timing: Shift-based, between 8:00 AM to 11:00 PM
Reporting To: Senior Program Manager – Operations
Role Summary:
We are looking for an Operations Executive to manage post-enrollment activities including medicine fulfilment, vendor coordination, renewal follow-ups, welcome kit dispatch, payment tracking, and escalation handling. The role requires strong follow-up skills, ownership, coordination with internal teams, and timely closure of customer-related operational tasks.
Key Responsibilities:
- Fresh Order Fulfilment
- Coordinate with vendors for fresh medicine orders.
- Track medicine availability, dispatch status, and delivery timelines.
- Ensure customer promise timelines are monitored and followed.
- Renewal & Retention Support
- Follow up for refill reminders and pending renewals.
- Coordinate payment follow-ups with customers/internal teams.
- Ensure renewals are closed on time.
- Welcome Kit & Inventory Coordination
- Track welcome kit inventory.
- Coordinate dispatch of welcome kits after enrollment.
- Maintain kit dispatch records and stock updates.
- Payment & Vendor Coordination
- Track customer payments and vendor payment requirements.
- Follow up for UTR/payment confirmation wherever needed.
- Support timely vendor payment closure.
- Escalation Handling
- Track delayed deliveries and open customer escalations.
- Coordinate with vendors, delivery partners, and internal teams for resolution.
- Update stakeholders on delay reasons and closure timelines.
- MIS & Tracking
- Maintain daily trackers and dashboards.
- Ensure data hygiene and timely updates.
- Share daily status of open, closed, delayed, and escalated cases.
Required Skills:
- Good communication and follow-up skills.
- Basic Excel / Google Sheet knowledge.
- Ability to coordinate with vendors and internal teams.
- Strong ownership of open tasks.
- Comfortable working in shift-based operations.
- Ability to manage escalations calmly and professionally.
Preferred Experience:
- 1–3 years of experience in operations, fulfilment, customer support, logistics, vendor coordination, or healthcare operations.
- Experience in medicine delivery, e-commerce, supply chain, or customer operations will be preferred.
