Head of Operations - Navi Mumbai Vashi

Job Description:

About the Role

Company is looking for a dynamic Head of Operations – Pan India to lead and scale our nationwide IoT deployment and support ecosystem. This role is pivotal in ensuring the highest uptime for IoT devices installed across three key verticals — Logistics, Cold Chain, and School Mobility.

You will lead a multi-layer operations team including Customer Support Executives, Managers, Telecallers and Regional Coordinators, driving operational excellence, service efficiency, customer satisfaction, and device health.

Key Responsibilities

1. Operations Leadership

• Lead and manage Pan-India operations teams (support executives, telecallers, managers & field coordination staff).
• Define and execute the end-to-end operational strategy for IoT deployments across all verticals.
• Establish clear KPIs for uptime, service turnaround, SLA adherence, and customer satisfaction.

2. Uptime & Device Performance Management

• Ensure maximum uptime and optimal performance of all IoT devices deployed across India.
• Build a proactive monitoring framework to detect failures and initiate immediate response.
• Oversee issue triaging, escalation workflows, and root-cause analysis.

3. Customer Experience & Support

• Drive a high-performance customer support function with a focus on first-contact resolution.
• Review support tickets, call logs and client escalations; ensure timely closures.
• Implement training plans to continuously improve support quality.

4. Cross-Functional Coordination

• Collaborate with Product, Engineering, Field Service & Sales teams for seamless deployments and upgrades.
• Work closely with enterprise clients to understand pain points and provide actionable operational insights.

5. Process, Quality & Compliance

• Standardize SOPs for installation, configuration, maintenance, and device monitoring.
• Implement quality checks, audits and performance dashboards.
• Ensure compliance with data, safety, and operational guidelines across verticals.

6. Team Development & Leadership

• Mentor and upskill regional managers and support teams.
• Foster a culture of accountability, customer-centricity and continuous improvement.
• Plan manpower allocation and hiring for scale.

Required Experience & Skillset

Must-Have

• 5+ years of experience in IoT device operations (GPS, telematics, sensors, cold chain IoT, or similar).
• Strong understanding of IoT deployment lifecycle: installation → monitoring → ticketing → SLA-driven service.
• Proven track record of managing Pan-India or multi-region operations teams.
• Experience handling large-scale device networks in logistics, cold chain, schools or fleet.

Technical & Functional Skills

• Knowledge of IoT platforms, device health monitoring dashboards, ticketing systems (CRM, Helpdesk).
• Strong data-driven decision-making ability using MIS, uptime reports, failure analytics.
• Excellent communication, leadership, crisis management and customer-handling skills.

Education

• Bachelor’s degree in Engineering / Technology preferred.
• MBA in Operations/General Management (optional but preferred). 

Package: Salary + performance incentives + conveyance