(Senior) Operations Manager

About WhiteCoat
WhiteCoat is a Singapore-headquartered omnichannel provider of integrated health and wellness services that serves as the first and single touchpoint for all care needs in Southeast Asia.
Since launching in 2018, WhiteCoat's digital platform powers a wide range of services including tele- and in-person consultations, as well as medication fulfilment and diagnostic testing, across primary, specialist and allied care. With a focus on the B2B space, WhiteCoat has forged strategic partnerships with the region's leading insurers, corporates and care providers, to provide accessible and affordable high-quality care to its users.
The Group currently has offices in Singapore, Indonesia, Malaysia and Vietnam. For more information on WhiteCoat, please visit https://whitecoat.global.
What you will be doing

We're looking for an experienced (Senior) Operations Manager to lead our 24/7 dispensary fulfillment operation. This role owns the accurate, timely packing and fulfilment of medication prescriptions, along with inventory management, team leadership, and commercial pricing for a large team (minimally 10) working round-the-clock shifts. This is a senior operational role for someone with strong process discipline, ideally with experience in a regulated, accuracy-critical fulfillment environment.
 

 
On a day-to-day basis, this means you will:

 
Order Fulfillment & Accuracy

• Own end-to-end accuracy of medication fulfillment, ensuring every order is packed and fulfilled strictly according to the doctor's prescription, with zero unauthorized substitutions or deviations
• Design and enforce verification protocols (eg. independent double-checks) to catch picking, packing, or labelling errors before dispatch
• Establish clear escalation pathways so any ambiguous, incomplete, or unusual order is routed back to the prescribing doctor rather than resolved at the dispensary level
• Ensure fulfillment turnaround times meet service standards across all shifts, including overnight

Inventory & Stock Operations

• Own end-to-end operational management of medication stock across all shifts, ensuring optimal stock levels, proper storage conditions, and zero disruption to fulfillment at any hour
• Manage and reconcile all stock adjustments in the inventory system, maintaining accurate, audit-ready records across a 24/7 operation
• Raise and track routine purchase requisitions, balancing lead times, storage constraints, and cost efficiency
• Coordinate with the medical team on medication availability and supply planning, ensuring stock keeps pace with prescribing patterns and patient demand

Commercial & Pricing

• Propose and review medication pricing that is competitive in the market while protecting healthy gross margins
• Monitor pricing trends and cost movements, flagging risks or opportunities to the Singapore Country Manager

Dispensary Operations Management

• Accountable for overall dispensary operations, including maintenance of dispensary equipment and coordination with the delivery operations team on 3PL order-routing and parcel pickup workflows
• Lead a team (minimally 10) across a 24/7 shift roster, including shift scheduling, workload allocation, coaching, and performance management
• Build and develop shift leads/supervisors who can hold fulfillment accuracy and operational standards on shifts you're not personally present for
• Build a team culture of precision and accountability across all shifts, given the safety-critical nature of the work
• Identify training needs and upskill the team on SOPs, systems, and error-prevention practices

Compliance & Regulatory Support

• Maintain and enforce SOPs that keep the team's scope strictly within order fulfillment (no clinical decision-making), including clear boundaries on what triggers escalation to a doctor
• Maintain accurate, audit-ready dispensing and fulfillment records in line with HSA and Poisons Act requirements for doctor-dispensed medication
• Partner with the medical and compliance teams to stay current on regulatory requirements affecting fulfillment operations, and support the clinic through any regulatory inspections or audits
• Flag any order pattern, drug category, or operational gap that may fall outside the doctor's-own-patient exemption to compliance and legal for review

Stakeholder Management

• Serve as the go-to operational point of contact for doctors, partners, and patients on dispensary fulfillment matters
• Drive excellence in fulfillment accuracy and service standards around the clock, contributing to overall patient experience and operational reliability
• Attend Singapore team and management meetings, and represent the dispensary on Singapore or organisation-wide initiatives and projects as needed

What we are looking for

• Minimum 5 to 7 years of operations management experience in a high-accuracy, regulated, or safety-critical fulfillment, logistics, or healthcare-adjacent environment
• Demonstrated experience managing teams of 10 or more across shift-based or extended-hours rosters, with strong people leadership and conflict resolution skills
• Strong process discipline and comfort operating within strict SOPs and escalation protocols, particularly around error prevention in a healthcare context
• Comfortable working with inventory/ERP systems and translating data into stock and pricing decisions
• Commercially minded, able to balance operational efficiency with margin and budget considerations
• Strong stakeholder management skills, able to work cross-functionally with doctors and central teams
• Experience in pharmacy fulfillment, medical logistics, or a similarly regulated operations environment is a strong plus

Our Benefits

• Make a Real Impact: Opportunity to contribute to a leading digital health company's rapid growth.
• Fast-paced Start-up Environment: Experience an environment where you get to own and make tangible impact without bureaucracy getting in the way of rapid decision-making.
• Great Team: Collaborate with intelligent, friendly, and supportive professionals from diverse backgrounds.
• Hands-on Learning & Growth: Gain hands-on experience in strategy, partnerships, operations, and product innovation within a growing industry.

How to apply

If you believe you have what it takes for this role, click Apply and  join us on our journey to make a positive impact on the lives of people through innovative healthcare solutions!