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
- 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 transparent KPIs for uptime, service turnaround, SLA adherence, and customer satisfaction.
- 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.
- 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.
- 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.
- 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.
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📌 Head of Operations (Navi Mumbai)
🏢 DC Consultants
📍 Navi Mumbai