Job Title: Head of Operations

Department: Operations & Customer Support

Experience: 8–10 Years

Location: Naraina Vihar, New Delhi – 110028

Employment Type: Full time

Reporting To: Senior Management

About RoadCast

RoadCast is a leading logistics automation platform providing AI-powered mobility management solutions to enterprises. Our technology helps businesses streamline logistics and field operations, improve visibility, optimize resources, and enhance operational efficiency.

We are looking for an experienced and result-oriented Head of Operations to lead our Customer Support and Operations functions . The person will be responsible for managing teams, building scalable processes, driving operational excellence, managing customer escalations, and ensuring a consistently high level of service delivery.

Job Overview The Head of Operations will have overall ownership of RoadCast's Customer Support and Operations functions .

The role will involve leading the Customer Support Executives and Operations/Field Operations teams, ensuring smooth day-to-day operations, improving customer experience, establishing robust processes and SOPs, monitoring team performance, and driving timely resolution of customer and operational issues.

The ideal candidate should be a strong people leader with excellent operational, analytical, communication, and problem-solving skills. The candidate should be comfortable working in a fast-paced, technology-driven environment and taking complete ownership of operational outcomes.

Key Responsibilities1. Overall Operations Leadership

- Take complete ownership of the day-to-day Operations and Customer Support functions.
- Lead, manage, and mentor the Customer Support and Operations teams.
- Define team objectives, KRAs, KPIs, SLAs, and performance standards.
- Establish structured processes, SOPs, workflows, and escalation mechanisms.
- Ensure smooth and timely execution of all operational activities.
- Monitor overall operational performance and identify gaps affecting productivity or customer experience.
- Drive operational efficiency, productivity, service quality, and cost optimization.
- Develop scalable processes that can support the company's growth.
- Provide regular operational updates, insights, and recommendations to senior management.

1. Customer Support Management

- Lead and manage the Customer Support team responsible for handling customer calls, emails, chats, complaints, and service-related queries.
- Ensure customer queries and complaints are acknowledged and resolved within defined SLAs and TATs.
- Monitor the quality and effectiveness of customer interactions.
- Establish and maintain a structured escalation matrix for customer issues.
- Take ownership of critical and high-priority customer escalations.
- Track open tickets, pending issues, resolution timelines, and recurring complaints.
- Identify recurring customer issues and work with relevant internal teams to address the root cause.
- Ensure accurate documentation of customer interactions, complaints, resolutions, and escalations.
- Monitor customer satisfaction and continuously identify ways to improve the customer experience.
- Conduct regular reviews and training sessions for Customer Support Executives.




- Ensure the support team has adequate product and process knowledge to handle customer concerns effectively.

1. Field & Operations Team Management

- Lead and manage the Operations/Field Operations team responsible for on-ground operational activities.
- Plan, allocate, and monitor field activities based on business and customer requirements.
- Ensure timely execution of installations, maintenance, replacements, troubleshooting, service visits, and other field activities, as applicable.
- Monitor field team productivity, attendance, task allocation, completion, and closure rates.
- Ensure all field activities are completed within defined timelines and quality standards.
- Coordinate closely with Customer Support to ensure seamless execution of customer requirements.
- Handle field-level operational escalations and ensure timely resolution.
- Optimize manpower allocation and field resources based on operational requirements.
- Ensure field executives follow defined processes and maintain professionalism during customer interactions.
- Track operational challenges and implement corrective measures to improve field efficiency.
- Monitor operational costs and identify opportunities for cost control and optimization.

1. Customer & Escalation Management

- Act as the senior point of contact for critical customer and operational escalations.
- Ensure customer issues are addressed with urgency, ownership, and appropriate communication.
- Establish a clear escalation and resolution mechanism across teams.
- Monitor escalations from identification through final closure.
- Conduct Root Cause Analysis (RCA) for recurring or critical issues.
- Implement corrective and preventive actions to minimize repeat complaints.
- Work closely with Sales and Account Management teams to ensure smooth customer relationships.
- Maintain strong relationships with key customers and internal stakeholders.
- Ensure customer commitments are effectively communicated to and executed by the relevant teams.

1. Cross-Functional Coordination

- Work closely with Technology, Product, Sales, Finance, and other internal teams to resolve customer and operational issues.
- Coordinate with Technology/Product teams for technical issues impacting customers.
- Provide structured feedback to Product and Technology teams based on recurring customer and operational challenges.
- Work with Sales and Business teams during customer onboarding and implementation.
- Ensure smooth handover of customers from onboarding to regular operations.
- Coordinate across functions to ensure timely resolution of dependencies and escalations.
- Act as the bridge between customer-facing teams and internal departments.

1. Process Development & Improvement

- Review existing processes and identify operational gaps and inefficiencies.
- Develop and implement clear SOPs, workflows, checklists, and operating guidelines.
- Standardize processes across Customer Support and Operations.




- Continuously improve support and field operations based on customer feedback and operational data.
- Identify opportunities to automate repetitive and manual processes.
- Introduce systems and mechanisms to improve visibility and accountability.
- Drive initiatives focused on improving productivity, service quality, turnaround time, and customer satisfaction.
- Ensure processes remain scalable as the organization and customer base grow.

1. Team Leadership & People Management

- Build and develop a high-performing Customer Support and Operations team.
- Set clear expectations and performance objectives for team members.
- Conduct regular performance reviews and provide constructive feedback.
- Monitor individual and team performance against defined KPIs.
- Identify skill gaps and arrange relevant training and development programs.
- Coach team members on customer handling, communication, problem-solving, and operational processes.
- Support hiring and onboarding requirements for the Operations and Customer Support functions.
- Promote a culture of accountability, ownership, teamwork, and customer focus.
- Identify high performers and support their growth within the organization.
- Address performance and discipline-related issues in coordination with HR and management.

1. MIS, Reporting & Performance Management

- Establish regular reporting mechanisms for Customer Support and Operations.
- Monitor operational dashboards and performance reports.
- Analyze trends and identify areas requiring management intervention.
- Present regular MIS and operational performance reports to senior management.
- Track key metrics including:
- Customer Satisfaction / CSAT
- Ticket Resolution TAT
- First Response Time
- SLA Adherence
- Escalation Resolution Rate
- Repeat Complaint Rate
- Field Task Completion Rate
- Field Team Productivity
- Team Performance
- Operational Costs
- Use data and operational insights to drive decision-making and process improvements.

1. Customer Experience & Service Quality

- Develop a customer-first approach across the Operations and Customer Support teams.
- Ensure consistency and professionalism in customer interactions.
- Identify customer pain points and work towards improving the overall service experience.
- Monitor service quality across customer support and field operations.
- Establish mechanisms for collecting and acting on customer feedback.
- Reduce recurring complaints through proactive issue identification and resolution.
- Work towards improving customer satisfaction and retention through better service delivery.

Required Qualifications & Experience
- Bachelor's degree in Operations, Business Administration, Management, or a related field.
- MBA or relevant management qualification will be an added advantage.
- 8–10 years of relevant experience in Operations, Customer Support, Customer Success, Service Delivery, Field Operations, or related functions.
- Proven experience in managing and leading teams.
- Experience managing both Customer Support and Field/Operations teams will be strongly preferred.
- Experience in developing SOPs, workflows, SLAs, KPIs, and operational processes.
- Strong experience in handling customer escalations and operational challenges.
- Experience in a technology-driven organization, startup, SaaS, logistics, mobility, IoT, or telematics environment will be an advantage.

📌 Operations Manager (New Delhi)
🏢 RoadCast
📍 New Delhi