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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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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).
- Solid 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

📌 Head of Operations - Navi Mumbai Vashi
🏢 DC Consultants
📍 Navi Mumbai