WheelsEye - Assistant Director - Operations - Fleet Business

Role Summary:

Wheelseye is looking for an Operations leader who can build a scalable, technology-led operating system. The core mandate is to productize operations, drive automation, and partner deeply with Product, Engineering, and Data to reduce manual effort, improve reliability, and scale growth. You will own end-to-end operational performance and convert processes into standardized workflows, system-driven controls, and exception-based execution (humans handle exceptions; systems handle the default).

1) Operations Productization & Automation Roadmap:

- Translate operational problems into an Ops Product roadmap with clear prioritization and ROI.

- Identify high-volume, repetitive workflows and standardize, digitize, and automate them (assignment, scheduling, escalations, triage, QC, follow-ups).

- Implement exception-led operations: automate the happy path and create clear exception handling.

- Write and own business requirements / PRDs, user stories, acceptance criteria, and rollout plans with Product/Tech.

2) Ops Control Tower (Systems + Data Ownership):

- Build a real-time Operations Control Tower: dashboards, alerts, SLA tracking, bottleneck detection.

- Ensure end-to-end event instrumentation across journeys (lead assignment installation activation support).

- Drive root-cause analysis (RCA) using data and establish preventive mechanisms.

3) Fulfilment & Field Operations Scalable Engine:

- Own pan-India fulfilment performance and SLA adherence (D0/D3/D7).

- Implement capacity-based and skill-based routing to improve first-time-right outcomes.

- Reduce revisits/rework through SOP digitization, checklists, QC checks, and system guardrails.

- Improve technician/partner productivity and utilization through measurable operating KPIs.

4) Customer Support Automation & Experience:

- Shift support from manual handling to self-serve + automation + assisted models.

- Improve ticket categorization, prioritization, auto-escalations, and resolution playbooks.

- Drive CSAT/NPS improvements through systematic elimination of repeat issues.

5) Cross-Functional Delivery with Product & Engineering:

- Run weekly governance with Product/Tech on roadmap, sprint outcomes, and adoption metrics.

- Own UAT, phased rollouts, training, adoption tracking, and post-launch stabilization.

- Embed policies and controls into systems (remove dependency on tribal knowledge)

6) Team Leadership & Capability Building:

- Build and lead high-performing ops teams with strong data and product thinking.

- Develop middle leadership, process excellence champions, and automation owners.

- Establish continuous improvement mechanisms (weekly RCA, retros, SOP updates).

Delivery & SLA:

- Installation SLA adherence (D0/D3/D7)

- End-to-end turnaround time (TAT) reduction across key journeys

Automation & Efficiency:

- Touchless / automated allocation and workflow adoption %

- Manual intervention rate (target: continuous reduction)

- Exception resolution MTTR (mean time to resolve)

Quality & Customer Outcomes:

- First-time-right %

- Revisit / rework rate reduction

- CSAT/NPS improvement

- Repeat complaint rate reduction

Productivity & Cost:

- Technician/partner productivity (jobs/day, tickets/day)

- Cost per install / cost per ticket improvement

- Capacity utilization and throughput

Control Tower & Data Health:

- Process instrumentation completeness (event coverage %)

- Real-time visibility coverage and alert effectiveness

Experience (in order of Priority):

- 8 - 12+ years leading scaled operations of 1000+ field manpower (multi-city and/or field-heavy operations preferred).

- Strong track record of automation and operating model transformation with Product/Engineering.

- Hands-on ability to define requirements (PRDs), design workflows, drive UAT, and ensure adoption.

- Highly data-driven: comfortable with metrics, dashboards, RCA, and experimentation.

- Strong stakeholder management across Sales, Product, Engineering, Field teams, and Partners.