Head Operations

Position:

Location:

Department:

Reports To:

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:

Head of Operations

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:

• Bachelors or Masters degree in Engineering, Operations, or Business Management.
• 1218 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.