Senior Manager Customer Operations
Job Title: Senior Manager Customer
Operations
Location: Mumbai,
India
Company: Decklar
Workplace type:
Onsite, Full time.
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.
Requirements
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