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Senior Manager Customer OperationsDecklar · Mumbai Metropolitan Region
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Decklar

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Senior Manager Customer Operations

🗓️ Posted 2026-09-07 Mumbai Metropolitan Region Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market ₹150,000–₹250,000/mo

About the Company

Location : Mumbai, India Workplace type : Onsite 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. 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. 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. Serve as the operational liaison for key enterprise and channel clients - ensuring timely resolution of delivery, activation, or ser

Requirements

  • ● 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.
  • ● 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.
  • ● 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
  • ● 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