Position:
Head of Operations
Location:
Pune
Department:
Operations
Reports To:
Chief Executive Officer (CEO)
About Smart Ship Hub
Smart Ship Hub (SSH) is a global maritime digital solutions company transforming the shipping industry through advanced IoT, AI, and data analytics platforms. Our technology connects vessels, cargo, and shore teams, enabling real-time visibility, performance optimization, and sustainable operations across global fleets.
Role Overview
The
Head of Operations
will be responsible for leading and scaling Smart Ship Hub’s end-to-end operational functions, ensuring seamless delivery of IoT-enabled digital services to global maritime clients. This role demands a strategic and hands-on leader who can align business objectives with execution excellence, customer satisfaction, and operational efficiency.The ideal candidate will have a strong background in managing delivery, customer support, supply chain, and technical operations within product or IoT-driven organizations.
Key Responsibilities
Operational Leadership
- Lead day-to-day operations across IoT deployments, data services, platform delivery, and customer success functions.
- Define and implement operational strategies, KPIs, and governance mechanisms for efficiency and scalability.
- Drive operational excellence across project execution, service delivery, and support teams.
- Oversee end-to-end IoT rollout and ensure adherence to quality, safety, and performance standards.
Cross-Functional Coordination
- Collaborate closely with the Delivery Team to ensure alignment on project execution timelines, quality standards, and customer expectations.
- Work with the Emissions Team to operationalize data collection, validation, and compliance monitoring for emission reporting.
- Partner with the Vessel & Voyage Performance Team to ensure seamless integration of vessel analytics, performance insights, and customer deliverables.
- Coordinate with the Solutions Team for IoT device readiness, data reliability, platform uptime, and digital workflow automation.
- Coordinate with the Engineering Team for new features, product stability and scalability.
- Drive synchronization among all teams to ensure a unified, customer-centric delivery experience.
Customer Operations & Relationship Management
- Oversee end-to-end customer operations — from implementation to lifecycle management.
- Maintain strong engagement with key clients to ensure operational success, SLA adherence, and long-term satisfaction for Customer Success.
- Establish processes for proactive issue resolution, continuous performance tracking, and transparent reporting.
- Act as an escalation point for major operational challenges and customer concerns.
Team & Process Management
- Build, mentor, and manage cross-functional teams across project management, supply chain, and technical support.
- Standardize and continuously improve operational workflows, documentation, and reporting systems.
- Collaborate with engineering, sales, and customer success teams to ensure alignment on deliverables and priorities.
Customer Operations & Service Quality
- Oversee customer onboarding, fleet deployment, and post-implementation support.
- Ensure high service quality, SLA adherence, and proactive issue resolution for global customers.
- Maintain close engagement with key clients to ensure satisfaction and identify opportunities for value enhancement.
Strategic & Financial Oversight
- Develop annual operational plans, budgets, and resource forecasts aligned with business goals.
- Optimize costs and resource utilization while maintaining service excellence.
- Identify risks and implement mitigation plans across all operational domains.
Key Skills & Competencies
- Strong leadership and people management skills.
- Proven experience in operational excellence, process design, and cross-functional management.
- Understanding of IoT ecosystems, hardware logistics, and data-driven digital operations.
- Excellent problem-solving, analytical, and decision-making abilities.
- Effective communication and stakeholder management skills at senior levels.
- Proficiency in operational tools, dashboards, and reporting platforms.
Qualifications & Experience
- Bachelor’s or Master’s degree in Engineering, Operations, or Business Management.
- 12-18 years of experience in operations, preferably in IoT, SaaS, industrial automation, or maritime technology domains.
- Prior exposure to managing global clients and complex technical deployments is highly desirable.
Why Join Smart Ship Hub
- Be part of a fast-growing maritime technology company driving global digital transformation.
- Lead mission-critical operations that connect innovation, customers, and execution.
- Opportunity to shape scalable processes, teams, and systems in a high-impact leadership role.
