Website:
decklar.com
Job details:
Job Title: Senior Manager, Customer Operations
Location: Mumbai, India
Company: Decklar
Workplace type: Onsite
About Decklar
Decklar (formerly Roambee) pioneers Real-Time Decision AI with Unified Visibility, reshaping the supply chains of Global 2000 leaders to be transparent, automated, and sustainable. Within weeks, these enterprises transform key processes like replenishment, goods receipt, revenue forecasting, quality release, security, and asset management into dynamic, risk-informed operations.
Position Description
The Senior Manager, Customer Operations is a key leadership role responsible for overseeing the full customer operational lifecycle — from initial onboarding, order management and inventory allocation to fulfillment, billing accuracy, and post-delivery support. This individual ensures seamless integration between hardware logistics execution and SaaS activation, driving a consistent and high-quality customer experience across all stages of engagement.
The role requires deep operational and analytical expertise combined with customer-facing acumen to balance internal process excellence with external relationship management. The ideal candidate thrives in a fast-paced, data-driven environment and can influence across multiple departments to achieve operational success.
Primary Responsibilities
Customer Operations Management
- Lead and optimize the order-to-activation process, including order intake, inventory allocation, hardware fulfillment, and software service enablement.
- Ensure accurate and timely order fulfillment, device provisioning, and synchronization with customer subscription start dates.
- Manage and improve billing and invoicing accuracy in coordination with Finance, ensuring hardware and SaaS billing alignment.
- Oversee RMA, returns, and recirculation programs to maximize hardware utilization and reduce inventory waste.
- Maintain and enforce internal, customer and vendor service-level agreements (SLAs) and ensure operational KPIs are met or exceeded.
Customer Relationship & Escalation Management
- Serve as the operational liaison for key enterprise and channel clients — ensuring timely resolution of delivery, activation, or service issues.
- Develop and maintain strong relationships with customer leadership teams; proactively communicate performance, forecasts, and improvement plans.
- Manage exception handling and escalations with urgency, ownership, and clarity.
- Participate in quarterly business reviews (QBRs) and provide operational insights to strengthen client trust and retention.
Cross-Functional Collaboration
- Partner with Supply Chain, Manufacturing, and Logistics to ensure alignment between production forecasts, demand planning, and delivery schedules.
- Collaborate with Customer Success and Product teams to ensure operational readiness for new product launches and regulartory requirements.
- Work closely with Finance and FP&A to forecast cost-to-serve, hardware recovery, and revenue recognition timelines.
- Serve as a key contributor in executive operations reviews — presenting data-driven insights and recommendations.
Data, Reporting & Analysis
- Own and maintain all Customer Operations KPIs, including on-time delivery (OTD), order accuracy, billing accuracy, return rate, and device recirculation velocity.
- Leverage analytics to identify operational bottlenecks, forecast hardware utilization, and recommend process optimizations.
- Develop and distribute weekly and monthly performance dashboards for leadership visibility.
- Drive accountability across internal teams using metrics-based performance management.
Process Improvement & Operational Excellence
- Lead continuous improvement initiatives to streamline workflows, enhance automation, and eliminate inefficiencies across the order-to-cash process.
- Optimize standardized SOPs, process documentation, and best practices across global operations teams.
- Champion data integrity and process compliance within ERP, CRM, and fulfillment systems.
- Evaluate and implement tools or technology enhancements to improve customer operations visibility and scalability.
Team Leadership
- Lead, coach, and develop a team of Customer Operations and Order Management professionals.
- Foster a culture of accountability, operational excellence, and customer obsession.
- Collaborate with HR and leadership to define performance metrics, succession planning, and career development paths.
Qualifications
Required Experience:
- 6–10 years of progressive experience in Customer Operations, Supply Chain, or Order Fulfillment roles within IoT, GPS tracking, or SaaS-enabled hardware businesses.
- Proven success managing large-scale customer operations with high order volumes and complex fulfillment requirements.
- Deep understanding of hardware/software integration workflows, including device activation, telecom network standards, and SaaS onboarding.
- Demonstrated proficiency in data analytics, forecasting, and KPI management; comfortable using Excel, SQL, and BI platforms (e.g., Tableau, Power BI).
- Strong command of ERP and CRM systems (Acuamaticia, Salesforce, SAP preferred).
- Experience leading process optimization or automation initiatives, ideally using Lean, Six Sigma, or Agile methodologies.
- Track record of building and managing relationships with enterprise-level clients and driving measurable service improvements.
- Excellent written, verbal, and executive presentation skills.
Preferred Experience:
- Bachelor’s degree in Business, Supply Chain Management, or Operations (MBA preferred).
- Background in hardware-as-a-service (HaaS) or recurring-revenue business models.
- Experience working with global logistics, 3PL partners, and reverse logistics programs.
- Familiarity with IoT data analytics, telematics platforms, or connectivity management systems.
- Experience managing cross-functional teams in a high-growth, venture-backed environment.
Key Competencies
- Strong Business Acumen with Verbal & Written Fluency in English
- Strategic Operational Leadership
- Customer Centricity & Relationship Management
- Data-Driven Decision Making
- Supply Chain & Fulfillment Expertise
- Continuous Improvement & Process Design
- Cross-Functional Influence & Communication
- Analytical and Financial Acumen
- Executional Excellence and Accountability
Success Metrics
- Improvement in On-Time Delivery (OTD) and Order Accuracy Rate
- Reduction in RMA/Return Rate and Cycle Times
- Accuracy of Billing and Revenue Recognition
- Growth in Customer Satisfaction (NPS) and Retention
- Reduction in Operational Cost-to-Serve
- Improved Hardware Recirculation Velocity
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