Head of Operations

About the Role

Ordinary Folk is an AI-enabled telehealth business serving Singapore, Hong Kong, and Japan through its consumer health brands Noah (men’s health) and Zoey (women’s health). With a team of about 23 people, the company is building the next generation of accessible healthcare across Asia.

The company is hiring a Head of Operations to take full ownership of the operating system across all three markets. This includes pharmacy operations, fulfilment, customer support, vendor coordination, doctor management, clinic licensing, and regulatory compliance. It is a core leadership position that reports straight to the CEO.

Japan is the most promising and most operationally demanding market. Success there depends on handling pharmacy rules, supplier relationships, and doctor onboarding with strong cultural understanding and cross-functional coordination. Japanese language ability is an advantage. This is a build-from-scratch role rather than a handover of an established playbook.

Core Responsibilities

Lead operations across Singapore, Hong Kong, and Japan, including the end-to-end movement of prescription medicines, pharmacy workflows, fulfilment, and last-mile delivery so members receive treatment reliably and on schedule.

Own vendor and supplier relationships across all markets, including pharmaceutical suppliers, compounding pharmacy partners, and delivery providers. You will negotiate agreements, track performance, and improve cost, quality, and speed over time.

Manage customer service operations across multiple regions. Set performance expectations for agents, build quality controls, and improve the systems that support faster first responses, stronger resolutions, and a customer-satisfaction-led culture. The current CS team is spread across Hong Kong, the Philippines, and Japan.

Oversee doctor scheduling, onboarding, and coordination across three markets. Monitor consultation quality and ensure the doctor network grows in line with demand.

Drive clinic licensing and compliance workstreams, including the active Singapore HCSA clinic licence, the Hong Kong PHFO clinic licence in progress, the Singapore compounding facility in progress, and Japan pharmacy compliance.

Build the operational infrastructure needed for Japan, including pharmacy partnerships, supplier negotiations, and doctor relationships that require native-level Japanese fluency.

Create, document, and standardise operational processes from the ground up so the company has a scalable playbook for future growth.

Lead a distributed team of more than 8 direct and indirect reports across three countries, while coordinating closely with Engineering, Marketing, and AI-powered internal tools used for member experience and operational analytics.

What You Bring

You should have at least 8 years of experience in operations, supply chain, or healthcare operations.

You need a strong track record of running operations across multiple APAC countries or markets.

Experience building operating processes, systems, and SOPs from scratch is essential.

Background in pharmaceutical or healthcare supply chains, along with regulatory compliance exposure, is required.

You should be comfortable working in a startup environment where ambiguity is normal and systems need to be created, not inherited.

You must be able to lead distributed teams across different time zones.

The role is based in Singapore, Hong Kong, or Japan.

Preferred Experience

Cantonese or Mandarin is useful for work tied to Hong Kong operations.

Native or near-native Japanese with fluent English is strongly preferred.

Experience in telehealth, direct-to-consumer subscription businesses, or digital health is an advantage.

Exposure to pharmacy licensing or clinic licensing in APAC markets is helpful.

Experience with prescription consumer health categories such as sexual health, hair loss, or weight management is a plus.

Prior work at a Series A to Series C company that has scaled operationally would be valuable.

Success Milestones

In the first 30 days, you will deeply assess the operational state of all three markets, map each workflow end to end, meet vendors, doctors, and customer support team members, and complete a structured handover into operational leadership.

Within the first 90 days, the Hong Kong PHFO licence and Singapore compounding facility should be moving according to plan, Japan operations should have a defined infrastructure with pharmacy partners and a doctor pipeline, customer support quality should improve measurably, the top 10 workflows should be documented as SOPs, and a market-by-market triage plan should be presented to the CEO.

By day 180, the three markets should operate with much greater autonomy under your leadership, Japan should be fully unlocked with doctors onboarded and a functioning pharmacy supply chain, churn should show improvement through stronger operations, the full SOP library should be in place, and the team should be expanded where needed to support growth.

Why Join Ordinary Folk

You will receive equity participation in a Series B telehealth company that is scaling across APAC.

The role offers full ownership of a multi-market operations engine rather than a middle-management function.

You will report directly to the CEO and have real decision-making authority.

You will gain rare exposure to three markets with very different regulatory environments.

Role Details

Location: Singapore, Hong Kong, or Japan.

Employment type: Full-time.

Compensation: Competitive base salary plus equity.

Additional Information

This position requires full-time onsite work.

The opportunity covers three operating markets: Singapore, Hong Kong, and Japan.

The role is intended for a senior operator who can define the systems, not merely manage existing ones.

Japanese language ability is particularly valuable for market expansion and operational execution in Japan.