HEAD – OPERATIONS (CUSTOMER
EXPERIENCE & P&L;) Location: Mumbai About AHA! Smart Homes AHA! Smart Homes is one of India's leading premium home automation companies,
delivering seamless smart living experiences through lighting control, motorized curtains,
security, audio-video and integrated automation solutions.
We are looking for a customer-centric and business-oriented Head – Operations to lead and
scale our project delivery function across multiple teams and locations. Role Summary The Head – Operations will be responsible for end-to-end project delivery, customer
satisfaction, profitability and operational excellence. The role involves leading multiple
Project Managers and cross-functional teams while ensuring projects are delivered on time,
within budget and with an exceptional customer experience.
The ideal candidate should possess robust leadership skills, commercial acumen and a
passion for building processes and high-performing teams. Key Responsibilities Operations Leadership Lead and manage multiple Project Managers and cross-functional teams. Ensure successful execution of projects from handover to completion. Drive operational excellence and process improvements across the organization. Establish KPIs and review mechanisms to monitor team performance. Customer Experience Own customer satisfaction and overall customer experience. Resolve critical customer concerns and maintain strong customer relationships. Ensure premium service standards across all projects. Drive customer delight and referral business.
Profitability and Business Ownership Own operational P&L; and project profitability. Monitor project margins, cost controls and resource utilization. Drive operational efficiencies and productivity improvements. Identify opportunities to improve revenue and reduce costs. Team Leadership Build, mentor and develop Project Managers and support teams. Foster a culture of ownership, accountability and collaboration. Conduct periodic performance reviews and capability development. Process and Governance Define and implement SOPs and operational frameworks. Drive data-driven decision-making using KPIs and MIS reports. Ensure timely reviews and risk mitigation across projects. Stakeholder Management Work closely with customers, architects, consultants and vendors. Act as the senior point of contact for strategic and business-critical matters. Build long-term relationships with key stakeholders. Key Metrics Customer Satisfaction and NPS Project Delivery Performance Gross Margin and Profitability Resource Utilization Team Productivity Escalation Resolution Repeat and Referral Business Desired Profile 10–18 years of experience in Operations, Project Management or Delivery
Leadership. Experience managing multiple teams and stakeholders. Strong understanding of P&L; management and operational metrics. Excellent customer relationship and conflict resolution skills. Ability to drive process improvements and scale operations. Strong analytical and leadership capabilities. Entrepreneurial mindset with a high degree of ownership.