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 Wheelseyes 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 Purpose
Wheelseye is looking for a Head of Operations to own and scale end-to-end Order-to-Delivery (O2D) operations along with Central Operations for the FO business.
The mandate of this role is to build a technology-led, automation-first operating model, partnering closely with Product, Engineering, and Data to convert manual workflows into system-driven, exception-led operations.
You will own the full lifecycle from order intake assignment installation activation support, ensuring speed, reliability, quality, and cost efficiency across pan-India operations.
Key Responsibilities
- Own and scale Order-to-Delivery and Central Operations across the FO business.
- Build and execute an Ops Product & Automation roadmap by translating O2D pain points into scalable system capabilities with measurable ROI.
- Identify high-volume workflows (order processing, assignment, scheduling, QC, escalations, revisits, follow-ups) and standardize, digitize, and automate them.
- Drive exception-led operations by automating the happy path and structuring exception management.
- Partner with Product & Engineering to define PRDs, user stories, acceptance criteria, UAT, rollout, and adoption tracking.
- Build and own a Central Ops Control Tower with real-time dashboards, alerts, SLA tracking, and bottleneck detection across the O2D lifecycle.
- Instrument processes from order install activate support and drive data-led RCA with preventive actions.
- Own pan-India fulfilment and field operations performance, including SLA adherence (D0 / D3 / D7), capacity planning, and routing.
- Improve first-time-right outcomes via skill-based routing, digitized SOPs, QC checks, and system guardrails.
- Drive continuous improvement in technician / partner productivity, utilization, and cost efficiency.
- Transform customer support into automated, self-serve, and assisted models, improving ticket categorization, prioritization, and auto-escalations.
- Improve CSAT / NPS by eliminating repeat and preventable issues.
- Run structured governance with Product, Engineering, and Data on roadmap, sprints, adoption, and impact.
- Build and lead high-performing Central Ops + Field Ops teams, developing middle leadership and process excellence champions.
Success Metrics
- Installation SLA adherence (D0 / D3 / D7) and end-to-end TAT reduction.
- Touchless / automated workflow adoption %, manual intervention reduction.
- First-time-right %, revisit / rework rate reduction.
- CSAT / NPS improvement and repeat complaint reduction.
- Technician productivity (jobs/day), cost per install / ticket improvement.
- Control Tower visibility, alert effectiveness, and instrumentation coverage.
Candidate Profile
- 8-12+ years of experience leading Order-to-Delivery / Central Operations / Field Operations in multi-city environments.
- Experience managing large field or partner networks (5001,000+).
- Strong exposure to automation, digitization, and ops transformation with Product & Engineering teams.
- Hands-on experience in PRDs, workflows, UAT, rollout, and adoption.
- Highly data-driven with strong RCA, stakeholder management, and leadership skills.
Preferred Background
- Logistics-tech, IoT, telecom, SaaS with physical ops, marketplace, or installation-heavy businesses.
- Experience building control towers, routing engines, workflow platforms, or ops tooling.
- Startup / high-growth environment exposure.
Why Join Wheelseye
- Own and scale Wheelseyes Order-to-Delivery engine at national scale.
- Build a technology-first Central Ops model.
- High ownership, leadership visibility, and impact role.
(ref:iimjobs.com)
