About Wheelseye:

Wheelseye is a fast-growing logistics-tech company building an integrated Fleet Management & IoT ecosystem. The Fleet Owner (FO) business is central to Wheelseye's scale-up strategy, focused on deploying IoT products across fleets and expanding into Retail, Home, and Agriculture IoT. With IoT at the core, Wheelseye aims to 3X revenue in the next 3 years, driven by operational excellence, automation, and customer-first execution.

Role Summary:

- Wheelseye is looking for a Head of Operations who can build a scalable, technology-led operating system for the FO business. The core mandate of this role is to productize operations, drive deep automation, and partner closely with Product, Engineering, and Data to reduce manual effort, improve reliability, and support rapid scale.

- You will own end-to-end operational performance and transform processes into standardized workflows, system-driven controls, and exception-based execution-where systems handle the default and humans focus on exceptions.

- This is a hands-on leadership role combining execution ownership with strong product and data thinking.

Key Responsibilities:

1. Operations Productization & Automation Roadmap:

- Translate operational pain points into a clear Ops Product roadmap with defined priorities and ROI.

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

- Implement exception-led operations by automating the "happy path" and defining structured exception handling. Own business requirements, PRDs, user stories, acceptance criteria, and rollout plans in partnership with Product and Engineering.

2. Operations Control Tower (Systems & Data Ownership):

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

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

- Drive data-led root cause analysis (RCA) and establish preventive mechanisms to avoid repeat failures.

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 and rework through digitized SOPs, checklists, QC checks, and system guardrails.

- Drive continuous improvement in technician / partner productivity and utilization using measurable KPIs.

4. Customer Support Automation & Experience:

- Shift customer support from manual handling to self-serve, automated, and assisted models. Improve ticket categorization, prioritization, auto-escalations, and resolution playbooks. Drive CSAT / NPS improvement by systematically eliminating repeat and preventable issues.

5. Cross-Functional Delivery with Product & Engineering:

- Run structured weekly governance with Product and Engineering on roadmap, sprint outcomes, and adoption metrics.

- Own UAT, phased rollouts, training, adoption tracking, and post-launch stabilization. Embed policies and operational controls into systems, reducing dependency on tribal knowledge.

6. Team Leadership & Capability Building:

- Build and lead high-performing operations teams with strong data and product orientation.

- Develop middle leadership, process excellence champions, and automation owners. Institutionalize continuous improvement mechanisms (weekly RCAs, retrospectives, SOP updates).

Key Success Metrics (KPIs):

- Delivery & SLA

- Installation SLA adherence (D0 / D3 / D7)

- End-to-end turnaround time (TAT) reduction

- Automation & Efficiency

- Touchless / automated workflow adoption %

- Manual intervention rate (continuous reduction)

- Exception resolution MTTR

- Quality & Customer Outcomes

- First-time-right %

- Revisit / rework rate reduction

- CSAT / NPS improvement

- Repeat complaint reduction

- Productivity & Cost

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

- Cost per install / cost per ticket improvement

- Capacity utilization and throughput

- Control Tower & Data Health

- Process instrumentation completeness (event coverage %)

- Real-time visibility and alert effectiveness

Ideal Candidate Profile (Must-Have):

- 8-12+ years of experience leading large-scale operations with 1,000+ field manpower in multi-city or field-heavy environments.

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

- Hands-on experience defining PRDs, workflows, UAT, rollout, and adoption.

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

- Proven stakeholder management across Sales, Product, Engineering, Field teams, and external partners.