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.
  

Required Experience:

• 610 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:

• Bachelors 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