Orange Health - City Operations Head

Location: Delhi-NCR (Gurgaon)

Reports to: Sr Director - Ops

About the company:

Orange Health is India's leading on-demand diagnostics lab for urban Indian consumers and is positioned as the fastest diagnostics lab in India. We were recognized as the Diagnostics Startup of the Year 2025.

Launched in January 2021, Orange Health Labs is amongst the most loved brands in the healthcare sector, with over 30,000 reviews and the highest rating on Google for all its facilities across the country, and an NPS close to 90!

Orange Health Labs is among the best places to work, with a team of 1,000+ people across the company. We believe in treating colleagues with respect and investing in their growth for the long term. You can learn more about our work culture on our careers page and LinkedIn page.

Our vision is supported by some of the world's leading investors like Accel, General Catalyst, Y Combinator, Bertelsmann India, Amazon, and other marquee names. We have been recognised as a Future Unicorn for two consecutive years by Hurun India.

About the Role:

We are looking for a highly driven and execution-oriented City Operations Head to lead end-to-end city operations for a fleet of 200+ professional eMedics and 100 runners. The role requires strong operational leadership, people management, process rigour, and data-driven problem-solving to deliver best-in-class customer experience, operational reliability, and cost efficiency.

Key Responsibilities

Operations Leadership

• Own and lead end-to-end city operations for diagnostic sample collection and logistics.
• Ensure timely sample collection and seamless operational execution across the city.
• Ensure all collected samples reach the laboratory within 3 hours of collection.
• Drive operational reliability (Customer Arrival OT%) from 96% to 99%.
• Ensure consistently high customer experience with NPS >85.
• Maintain strong operational discipline, compliance, and quality standards across the network.

Team & Workforce Management

• Lead and manage a fleet of 200+ professional eMedics and 100 runners across the city.
• Build a high-discipline, high-performance operational culture.
• Maintain grooming standards of the field force for a professional customer experience.
• Manage and develop Logistics Managers and Team Leads to ensure strong execution capability.
• Drive people engagement, retention, capability building, and career growth initiatives.
• Ensure effective manpower planning, roster adherence, and workforce productivity.

Supply & Demand Management

• Ensure adequate operational supplies and inventory availability to meet customer demand.
• Coordinate with central and city teams to prevent shortages and operational disruptions.
• Continuously improve planning mechanisms for better utilisation and efficiency.

Cost & Efficiency Ownership

• Own city-level operational cost metrics and ensure the cost of collection remains competitive and aligned with industry benchmarks.
• Identify opportunities to improve productivity and optimise operational processes.
• Eliminate process wastage and drive efficiency across manpower, routing, logistics, and operations.

Process Excellence & Continuous Improvement

• Partner with Process and People teams to drive continuous improvement initiatives.
• Use strong data rigour and operational analytics to identify root causes and solve problems sustainably.
• Build structured review mechanisms, dashboards, and performance tracking systems.
• Lead execution of operational improvement initiatives and process standardisation programs.

Desired Skills & Competencies

• Strong operations leadership and execution capability.
• High ownership and accountability mindset.
• Excellent analytical and problem-solving skills with strong attention to detail.
• Ability to manage large field-force or blue-collar workforce operations (300+ members).
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to operate effectively in fast-paced, high-growth environments.

Preferred Experience

• 6-12 years of experience in operations, logistics, healthcare operations, diagnostics, supply chain, or hyperlocal operations.
• Proven experience managing large distributed operational teams at city or regional level.

Key Success Metrics

• Customer Arrival OT% improvement from 96% to 99%
• NPS >85
• Sample-to-lab TAT adherence (within 3 hours)
• Workforce productivity and retention
• Cost of collection optimisation
• Operational compliance and discipline
• Field-force grooming compliance
• Continuous improvement and efficiency gains