HEAD – OPERATIONS (CUSTOMEREXPERIENCE & P&L)

HEAD – OPERATIONS (CUSTOMER
EXPERIENCE & P&L)

Location: Mumbai

About AHA! Smart Homes

AHA! Smart Homes is one of India's leading premium home automation companies
delivering seamless smart living experiences through lighting control motorized curtains
security audio-video and integrated automation solutions.
We are looking for a customer-centric and business-oriented Head – Operations to lead and
scale our project delivery function across multiple teams and locations.

Role Summary

The Head – Operations will be responsible for end-to-end project delivery customer
satisfaction profitability and operational excellence. The role involves leading multiple
Project Managers and cross-functional teams while ensuring projects are delivered on time
within budget and with an exceptional customer experience.
The ideal candidate should possess strong leadership skills commercial acumen and a
passion for building processes and high-performing teams.

Key Responsibilities

Operations Leadership

Lead and manage multiple Project Managers and cross-functional teams.
Ensure successful execution of projects from handover to completion.
Drive operational excellence and process improvements across the organization.
Establish KPIs and review mechanisms to monitor team performance.

Customer Experience

Own customer satisfaction and overall customer experience.
Resolve critical customer concerns and maintain strong customer relationships.
Ensure premium service standards across all projects.
Drive customer delight and referral business.

Profitability and Business Ownership

Own operational P&L and project profitability.
Monitor project margins cost controls and resource utilization.
Drive operational efficiencies and productivity improvements.
Identify opportunities to improve revenue and reduce costs.

Team Leadership

Build mentor and develop Project Managers and support teams.
Foster a culture of ownership accountability and collaboration.
Conduct periodic performance reviews and capability development.

Process and Governance

Define and implement SOPs and operational frameworks.
Drive data-driven decision-making using KPIs and MIS reports.
Ensure timely reviews and risk mitigation across projects.

Stakeholder Management

Work closely with customers architects consultants and vendors.
Act as the senior point of contact for strategic and business-critical matters.
Build long-term relationships with key stakeholders.

Key Metrics

Customer Satisfaction and NPS
Project Delivery Performance
Gross Margin and Profitability
Resource Utilization
Team Productivity
Escalation Resolution
Repeat and Referral Business

Desired Profile

10–18 years of experience in Operations Project Management or Delivery
Leadership.
Experience managing multiple teams and stakeholders.
Strong understanding of P&L management and operational metrics.
Excellent customer relationship and conflict resolution skills.
Ability to drive process improvements and scale operations.
Strong analytical and leadership capabilities.
Entrepreneurial mindset with a high degree of ownership.

Required Skills:

Project Management Delivery Leadership P&L management Operational metrics Customer relationship Conflict resolution Process improvements Scale operations Analytical capabilities Leadership capabilities Entrepreneurial mindset Ownership Operational excellence KPI establishment Performance review Resource utilization Risk mitigation Data-driven decision-making SOP definition Stakeholder management Cross-functional team leadership Team mentoring Collaboration Customer satisfaction Gross Margin analysis Escalation resolution Referral business development