Head of Customer Operations

Job Title : Senior Manager, Customer Operations

Location : Mumbai, India

Company : Decklar

Workplace type : Onsite

Join Decklar – Where Innovation Meets Impact

At Decklar, we’re redefining how the world makes decisions. Our AI-driven Decision Intelligence platform and purpose-built IoT sensors are transforming supply chains, logistics, and industrial operations across the globe. What drives us isn’t just technology—it’s people who lead with purpose, solve real-world problems, and thrive in environments where ideas turn into action.

As we expand our global footprint, Puebla is becoming a cornerstone of our innovation and execution network —a place where engineering excellence meets customer success.

About Decklar : Decklar is a global Decision Intelligence company transforming how enterprises gain visibility, insight, and control over their supply chains and operational assets. Through our AI-driven platform and purpose-built IoT sensors, Decklar enables real-time decision-making across industries such as logistics, manufacturing, pharmaceuticals, and energy.

Role Overview

The Senior Manager, Customer Operations is a key leadership role responsible for overseeing the full customer operational lifecycle — from order entry and inventory allocation to fulfillment, billing accuracy, and post-delivery support.

This individual ensures seamless integration between hardware logistics 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.

Key Responsibilities

Customer Operations Management

• Lead and optimize the order-to-activation process , including order intake, inventory allocation, hardware shipment, 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 service-level agreements (SLAs) and ensure operational KPIs are met or exceeded.

Customer Relationship & Escalation Management

proactively communicateperformance, forecasts, and improvement plans.

Cross-Functional Collaboration

Data, Reporting & Analysis

Process Improvement & Operational Excellence

Team Leadership

Qualifications

Required Experience :

comfortable using Excel, SQL, and BI platforms (e.G., Tableau, Power BI).

Preferred Experience :

Key Competencies

Success Metrics

Read more about how Responsible Rebels at Decklar make great things happen!

https : / / www.Decklar.Com / resources / blogs / we-are-responsible-rebels /

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