Head of Operations

Head of Operations

• Ordinary Folk (Noah & Zoey) · Singapore & Hong Kong
• Location: Singapore or Hong Kong
• Reports to: Founder
• Team: The Singapore & Hong Kong operations team reports to this role

About Ordinary Folk

Ordinary Folk is a vertically integrated telehealth company serving 200,000+ patients across Singapore, Hong Kong, and Japan through two brands: Noah (men's health) and Zoey (women's health). We diagnose, treat, and retain patients across sensitive, high-stakes health categories — and we run an AI-native operating model, where a lean human team works alongside AI agents across marketing, operations, and care delivery. We are a Series B company backed by some of the region's top venture capital firms and healthcare groups.

The mandate

Every patient who trusts us with their health is trusting a supply chain. The consultation is the visible part; what makes it work is medication in stock, dispatched correctly, and at the door when it was promised — without the patient ever thinking about it. That engine is what you'll own.

Singapore and Hong Kong are our two established markets and our engine of growth. Volume is climbing, our infrastructure is expanding, and the engine now needs a dedicated owner rather than a shared one. You'll inherit two markets that already work. Your job is to make them faster, cheaper, and more reliable — and to build the systems that keep them that way as volume grows.

The scope is the full physical business — sourcing to doorstep, prescription and over-the-counter, two regulatory regimes — and the job runs in three directions: make the engine leaner and more reliable as volume grows, turn new products and categories from brief into delivered reality fast, and stand up the operational infrastructure each next phase of growth needs. You'll report directly to the founder and own the outcome.

What you'll own

• Supply, end to end. Pharmaceutical distributors on the prescription side — allocation and lead times on our core molecules. Contract manufacturers on the OTC side — sourcing, MOQs, unit costs, and quality from brief to delivered goods. Contracts, SLAs, and performance across the whole vendor bench.
• Inventory and demand planning. Stock across both markets and both categories, from forecasting through batch and expiry — with a SKU range that grows every quarter.
• Warehouse to doorstep. Pick-pack accuracy, dispatch cut-offs, cold chain where required, and last-mile performance — carriers and 3PLs held to measurable standards.
• Cost per order. Build the reporting with Finance that makes it visible, then bring it down without compromising service or compliance — and turn what works into a documented playbook that keeps it falling as volume grows.
• New products, made real. When we move into a new product, category, or format, you own the path from brief to first delivered order — the manufacturer who can build it, the classification that clears it, and launch stock that doesn't run out. You'll know what our partners can make before anyone else, so you shape the roadmap rather than receive it.
• The next layer of infrastructure. Our physical footprint grows with the business. As new operational capabilities come online, you'll stand them up and run them — staffed, measured, and at capacity.
• Compliance, both regimes. SG HCSA and HK PHFO obligations, licences, audits, and inspections; OTC classification, labelling, and claims in each market. And when something goes wrong — interruptions, excursions, recalls — root cause, corrective action, and the controls that stop repeats.
• The team. Lead and grow the operations team across both markets, working cross-functionally with Patient Experience, Clinical, Engineering, Marketing, and our AI agents.

What you'll bring

• 10+ years in operations, supply chain, or healthcare operations, including managing across multiple APAC markets
• A track record of scaling and optimising operations that already work — measurable improvements in cost, speed, or quality you can point to
• Hands-on inventory and demand planning experience in a physical-goods business with a growing SKU range
• Pharmaceutical or healthcare supply chain experience, including regulatory compliance
• Sourcing and new-product development experience with contract manufacturers or private-label partners
• Proven leadership of a distributed team across multiple locations
• Comfort in a startup environment — you thrive in ambiguity and define the systems, not inherit them
• Based in Singapore or Hong Kong
• Cantonese or Mandarin is a real plus for Hong Kong; so is experience in telehealth, DTC subscription, or prescription consumer health (sexual health, hair loss, weight management)
• Having taken a newly launched facility or clinic from opening to scale — also a plus

Why this role

• Full ownership of a multi-market operational engine — this is not a middle-management seat
• A direct line to the founder, real decision-making authority, and equity participation as we scale across APAC
• Rare exposure: two markets, two regulatory regimes, two product categories, one engine