Head of Operations & Delivery

Experience: 6.00 + years

Salary: INR 1200000-2500000 / year (based on experience)

Shift: (GMT+05:30) Asia/Kolkata (IST)

Opportunity Type: Office ()

Placement Type: Full time Permanent Position

(*Note: This is a requirement for one of Uplers client - Living Things)

What do you need for this opportunity

Must have skills required:

Living Things is Looking for:

Living Things (by iCapotech Pvt Ltd) is a B2B SaaS platform that automates electricity bill tracking, analytics, and savings identification for enterprise clients across India. We aggregate bills from 30+ Discoms, run quality checks, generate consumption and penalty analytics, and surface savings opportunities through a single dashboard. Our clients include large corporates, real estate firms, and facility management companies.

Role Overview

We are looking for a Head of Operations & Delivery to own the entire post-sale client lifecycle — from deal sign to renewal and expansion. This is a 50% client-facing, 50% internal ops execution role. You will serve as the bridge between clients (CFO, ESG heads, admin heads) and the internal tech team, manage daily Discom bill download operations, drive proactive exception resolution, and lead and grow the operations team. You report directly to the CEO.

Key Responsibilities

• Own end-to-end client onboarding — site mapping, CA validation, bill download, QC, analytics generation, and dashboard delivery within committed TAT
• Manage daily bill download operations across 30+ Discoms — classify exceptions (tech failure vs. process failure vs. client input), coordinate fixes with the tech team, and communicate proactively to clients the same day
• Deliver weekly bill/data updates, monthly penalty MIS reports, and dependency highlights to clients on schedule
• Own the Change Request queue — assign IDs, SLAs, and owners; acknowledge within 1 business day; close within committed TAT
• Monitor account health (login frequency, dashboard usage, dependency ageing, CR sentiment, SLA breaches); flag at-risk accounts early
• Run monthly billing reconciliation between active sites and invoiced count; coordinate with Finance
• Manage 2–3 vendor and distribution partners — including MIS sharing, deal status tracking, and operational account maintenance
• Build, mentor, and hire the operations team (target: 8–15 across onboarding, QA, support, and customer success)
• Own and evolve operational SOPs, define SLAs, and automate what can be automated
• Identify upsell signals from penalty and usage data; flag opportunities to the sales team
  
  

Must-Have Requirements

• Engineering undergraduate degree — Electrical or Electronics strongly preferred; any engineering discipline considered
• 6–10 years of experience with at least 3 years leading operations or client delivery at a B2B SaaS company — NOT a product management background
• Proven track record of proactive exception management and same-day client communication under operational pressure
• Demonstrated ability to bridge between technical teams and client-facing stakeholders fluently in both directions
• Highly disciplined execution mindset — structured daily accountability with clear open/close ownership of tasks
• Experience delivering MIS reports and business reviews to CFO/ESG/admin-level enterprise stakeholders
• Team leadership in a lean or startup ops environment — including hiring, ramping, and quantifying resource needs
• Partner/vendor management in an operations context
  
  

Good to Have

• Energy/utility domain knowledge — Discoms, tariff structures, power factor penalties, electricity billing
• MBA from a Tier 1/2 institute (IIM, IIT, XLRI, ISB, MDI, SPJIMR, or equivalent)
• Background in energy companies (Siemens, Honeywell, L&T) or energy-adjacent SaaS (Urjanet, Arcadia Power, Zenatix)
• Familiarity with automated data pipelines — bots, scrapers, API integrations (diagnostic, not build)
• Experience with customer health scoring and churn prediction models
• Experience identifying upsell opportunities from operational and usage data
  
  

What We Offer

• Direct line to the CEO — your decisions shape company operations, not just execute them
• ESOPs in addition to fixed compensation
• High-ownership role at a fast-growing SaaS startup with a meaningful sustainability mission
• Work alongside a technical co-founder/CTO building AI-driven automation into the platform
  
  

How to apply for this opportunity

• Step 1: Click On Apply! And Register or Login on our portal.
• Step 2: Complete the Screening Form & Upload updated Resume
• Step 3: Increase your chances to get shortlisted & meet the client for the Interview!
  
  

About Uplers:

Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.

(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!