Senior Manager Customer Operations

Decklar Corporation; Mumbai; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Decklar Corporation in Mumbai seeks a Senior Manager, Customer Operations to lead the full customer lifecycle—from onboarding, order management, and inventory allocation to fulfillment, billing accuracy, and post-delivery support. This role ensures seamless integration between hardware logistics and SaaS activation, delivering a consistently high-quality customer experience.

The ideal candidate will bring deep operational expertise, strong data analytics, and a track record of cross-functional

Qualifications

• 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.
• Proficiency in data analytics, forecasting, and KPI management; comfortable using Excel, SQL, and BI platforms.
• 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.

Responsibilities

• 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 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 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.
• Partner with Supply Chain, Manufacturing, and Logistics to align production forecasts with delivery schedules.
• Collaborate with Customer Success and Product teams for operational readiness of new product launches and regulatory requirements.
• Work closely with Finance and FP&A to forecast cost-to-serve, hardware recovery, and revenue recognition timelines.
• Lead, coach, and develop a team of Customer Operations and Order Management professionals.
• Foster a culture of accountability, operational excellence, and customer obsession.

Skills

data analytics

forecasting

KPI management

Excel

SQL

Tableau

Power BI

Acuamaticia

Salesforce

SAP

Education

Bachelors Degree in Engineering

Bachelor’s degree in Business, Supply Chain Management, or Operations (MBA preferred)

Tools

Excel

SQL

Tableau

Power BI

Acuamaticia

Salesforce

SAP

Job description

• Qualifications Bachelors Degree in Engineering
• Job Type Full time
• State/Province Maharashtra
• Country India

About Us

Decklar Corporation

Decklar is transforming global supply chains with AI-powered decision intelligence and sensorless visibility. Over 300+ enterprises worldwide trust us to make their supply chains predictive, agile, and resilient.

Our culture is built on responsible rebellion—challenging conventions, embracing diversity, and empowering bold thinkers to solve high-stakes problems. At Decklar, you’ll collaborate across geographies, grow without limits, and help shape the future of supply chain intelligence.

We’re backed by leading global investors and headquartered in Silicon Valley, with offices worldwide.

Job Title: Senior Manager CustomerOperations

Company : Decklar

Workplace type :Onsite, Full time.

About Decklar

Decklar (formerlyRoambee) pioneers Real-Time Decision AI with Unified Visibility, reshaping thesupply chains of Global 2000 leaders to be transparent, automated, andsustainable. Within weeks, these enterprises transform key processes likereplenishment, goods receipt, revenue forecasting, quality release, security,and asset management into dynamic, risk-informed operations.

Position Description

TheSenior Manager, CustomerOperationsis a key leadership role responsible for overseeing thefull customer operational lifecycle — from initial onboarding, order managementand inventory allocation to fulfillment, billing accuracy, and post-deliverysupport. This individual ensures seamless integration betweenhardwarelogistics executionandSaaS activation, driving aconsistent and high-quality customer experience across all stages ofengagement.

The role requires deep operational andanalytical expertise combined with customer-facing acumen to balance internalprocess excellence with external relationship management. The ideal candidatethrives in a fast-paced, data-driven environment and can influence acrossmultiple departments to achieve operational success.

Primary Responsibilities

Customer Operations Management

• Leadand optimize theorder-to-activation process, including orderintake, inventory allocation, hardware fulfillment, and software serviceenablement.
  
• Ensureaccurate and timelyorder fulfillment, device provisioning,and synchronization with customer subscription start dates.
  
• Manageand improvebilling and invoicing accuracyincoordination with Finance, ensuring hardware and SaaS billing alignment.
  
• OverseeRMA,returns, and recirculation programsto maximize hardwareutilization and reduce inventory waste.
  
• Maintainand enforceinternal, customer and vendor service-level agreements(SLAs)and ensure operational KPIs are met or exceeded.
  

Customer Relationship & EscalationManagement

• Serveas the operational liaison for key enterprise and channel clients —ensuring timely resolution of delivery, activation, or service issues.
  
• Developand maintain strong relationships with customer leadership teams;proactively communicate performance, forecasts, and improvement plans.
  
• Manageexception handling and escalations with urgency, ownership, and clarity.
  
• Participatein quarterly business reviews (QBRs) and provide operational insights tostrengthen client trust and retention.
  

Cross-Functional Collaboration

• PartnerwithSupply Chain, Manufacturing, and Logisticsto ensurealignment between production forecasts, demand planning, and deliveryschedules.
  
• CollaboratewithCustomer Success and Productteams to ensureoperational readiness for new product launches and regulartoryrequirements.
  
• Workclosely withFinance and FP&Ato forecastcost-to-serve, hardware recovery, and revenue recognition timelines.
  
• Serveas a key contributor in executive operations reviews — presentingdata-driven insights and recommendations.
  

Data, Reporting & Analysis

• Ownand maintain allCustomer Operations KPIs, including on-timedelivery (OTD), order accuracy, billing accuracy, return rate, and devicerecirculation velocity.
  
• Leverageanalytics to identify operational bottlenecks, forecast hardwareutilization, and recommend process optimizations.
  
• Developand distribute weekly and monthly performance dashboards for leadershipvisibility.
  
• Driveaccountability across internal teams using metrics-based performancemanagement.
  

Process Improvement & OperationalExcellence

• Leadcontinuousimprovement initiativesto streamline workflows, enhanceautomation, and eliminate inefficiencies across the order-to-cash process.
  
• OptimizestandardizedSOPs, process documentation, and best practicesacrossglobal operations teams.
  
• Championdataintegrity and process compliancewithin ERP, CRM, and fulfillmentsystems.
  
• Evaluateand implement tools or technology enhancements to improve customeroperations visibility and scalability.
  
• Lead,coach, and develop a team of Customer Operations and Order Managementprofessionals.
  
• Fostera culture of accountability, operational excellence, and customerobsession.
  
• Collaboratewith HR and leadership to define performance metrics, succession planning,and career development paths.
  

Requirements

Required Experience:

• 6–10years of progressive experience inCustomer Operations, SupplyChain, or Order Fulfillmentroles withinIoT, GPStracking, or SaaS-enabled hardware businesses.
  
• Provensuccess managing large-scale customer operations with high order volumesand complex fulfillment requirements.
  
• Deepunderstanding ofhardware/software integration workflows,including device activation, telecom network standards, and SaaSonboarding.
  
• Demonstratedproficiency indata analytics, forecasting, and KPI management;comfortable using Excel, SQL, and BI platforms (e.g., Tableau, Power BI).
  
• Strongcommand of ERP and CRM systems (Acuamaticia, Salesforce, SAP preferred).
  
• Experienceleadingprocess optimization or automation initiatives,ideally using Lean, Six Sigma, or Agile methodologies.
  
• Trackrecord ofbuilding and managing relationships withenterprise-level clientsand driving measurable serviceimprovements.
  
• Excellentwritten, verbal, and executive presentation skills.
  

Preferred Experience:

• Bachelor’sdegree in Business, Supply Chain Management, or Operations (MBApreferred).
  
• Backgroundinhardware-as-a-service (HaaS)or recurring-revenuebusiness models.
  
• Experienceworking with global logistics, 3PL partners, and reverse logisticsprograms.
  
• FamiliaritywithIoT data analytics, telematics platforms, or connectivitymanagement systems.
  
• Experiencemanaging cross-functional teams in a high-growth, venture-backedenvironment.
  
• StrongBusiness Acumen with Verbal & Written Fluency in English
  
• StrategicOperational Leadership
  
• CustomerCentricity & Relationship Management
  
• Data-DrivenDecision Making
  
• ContinuousImprovement & Process Design
  
• Cross-FunctionalInfluence & Communication
  
• Analyticaland Financial Acumen
  
• ExecutionalExcellence and Accountability
  

Success Metrics

• ImprovementinOn-Time Delivery (OTD)andOrder Accuracy Rate
  
• ReductioninRMA/Return RateandCycle Times
  
• AccuracyofBilling and Revenue Recognition
  
• GrowthinCustomer Satisfaction (NPS)andRetention