Job Title: Head - Enterprise Operations & Customer Engagement

Location: Mumbai

Department: IT & Digital

Level: General Manager (GM)

Experience: 16+ Years

Industry Preference: Automotive OEM / Auto Component Manufacturing

About the Role

We are looking for a seasoned and strategic IT leader to drive Enterprise Operations and Customer Engagement initiatives across the automotive value chain. The role requires a robust blend of business process expertise, enterprise technology leadership, and digital transformation experience to support the organization's growth and transformation journey.

The incumbent will be responsible for ensuring seamless IT operations across Manufacturing, Sales, Service, Spare Parts, Finance, HR, Procurement, and Supply Chain functions while enabling innovation through digital technologies, analytics, automation, and AI-driven initiatives.

This role will act as the operational anchor for the IT organization, ensuring business continuity and operational excellence while enabling IT leadership to focus on long-term enterprise strategy and transformation programs.

Key Responsibilities

Enterprise Operations Leadership

- Lead end-to-end IT operations supporting Manufacturing and Commercial business functions.
- Ensure stable, secure, and efficient running of enterprise applications and digital platforms.
- Drive operational excellence, process standardization, governance, and service quality across the organization.
- Establish and monitor IT service delivery metrics, SLAs, KPIs, and operational controls.

Business Process & Value Chain Management

- Production & Manufacturing
- Procurement & Supplier Management
- Supply Chain & Logistics
- Finance & Accounts
- Human Resources
- Sales & Marketing
- Customer Service
- Spare Parts & After-Sales Operations
- Understand and optimize end-to-end business processes using technology and best practices.

Enterprise Applications & Digital Platforms

- SAP S/4HANA
- Warehouse Management Solutions (WMS)




- Supplier Collaboration Platforms
- CRM & Customer Engagement Solutions
- Business Intelligence & Analytics Platforms (Qlik Sense)
- RPA & Process Automation Solutions
- Evaluate and recommend emerging technologies and enterprise platforms.

Digital Transformation & Innovation

- Drive digital transformation initiatives across manufacturing and commercial operations.
- Identify opportunities for automation, analytics, AI, and process digitization.
- Develop transformation roadmaps supporting Run, Grow, and Transform objectives.
- Champion adoption of Industry 4.0 and intelligent enterprise practices.

Customer Engagement & Aftermarket Excellence

- Enhance customer experience through digital platforms, CRM solutions, and service excellence initiatives.
- Support sales, service, dealer network, and spare parts functions through technology-enabled solutions.
- Improve customer journey, engagement, retention, and satisfaction using data-driven insights.

AI & Future Technologies

- Manufacturing Operations
- Quality Management
- Predictive Maintenance
- Customer Service
- Demand Forecasting
- Spare Parts Planning
- Enterprise Productivity
- Build a roadmap for AI adoption aligned with business objectives.

Leadership & Stakeholder Management

- Lead and mentor cross-functional IT and business teams.
- Collaborate with senior leadership to align technology investments with business goals.
- Manage vendors, technology partners, and system integrators.
- Drive organizational capability building and technology governance.

Required Qualifications

- Bachelor's degree in Engineering, Computer Science,



Information Technology, or related discipline.
- MBA or equivalent business qualification preferred.
- 16+ years of experience in Automotive and IT domains.
- Proven experience in enterprise IT leadership within Automotive OEM or Manufacturing organizations.
- Strong understanding of end-to-end automotive business processes and value chain operations.

Required Skills

Business Domain Expertise

- Manufacturing Operations
- Supply Chain Management
- Procurement
- Finance & Controlling
- Human Resources
- Sales & Distribution
- Customer Service
- Spare Parts & Aftermarket Operations

Technology Expertise

- SAP S/4HANA
- Warehouse Management Systems
- Supplier Collaboration Platforms
- CRM Solutions
- RPA Tools
- Qlik Sense / BI Platforms
- Enterprise Architecture
- Cloud Technologies
- Digital Transformation Programs
- AI & Analytics Platforms

Leadership Competencies

- Strategic Thinking
- Stakeholder Management
- Business Partnership
- Team Leadership
- Change Management
- Program Management
- Vendor Management
- Decision Making

JSW Motors Limited marks JSW Group’s strategic foray into the future of sustainable passenger mobility. Established in 2024, we are committed to redefining transportation through the design and manufacture of next-generation Passenger Vehicles (PV) tailored for the Indian market. Rooted in JSW Group’s legacy of industrial excellence and core values—Commitment, Courage, Agility, Collaboration, and Compassion—JSW Motors is advancing the future of passenger mobility through sustainable electric solutions. With our upcoming state-of-the-art greenfield manufacturing facility in Chhatrapati Sambhaji Nagar, Maharashtra, we are building cutting-edge EV capabilities to support India’s transition to clean and intelligent transportation. Driven by technology, engineering precision, and a clear sense of purpose, JSW Motors is committed to redefining how India moves.

📌 PLM admin (Mumbai)
🏢 JSW Motors
📍 Mumbai