Head of Operations

Smart Ship Hub Digital

Singapore | Japan | India

Reports To: Chief Executive Officer (CEO)

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:

The Head of Operations will be responsible for leading and scaling Smart Ship Hub’s end-to-end operational functions, ensuring seamless delivery of IoT-enabled digital services to global maritime clients. This role demands a strategic and hands-on leader who can align business objectives with execution excellence, customer satisfaction, and operational efficiency.

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 Maritime ecosystem 
• 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:

• Bachelor’s or Master’s degree in Engineering, Operations, or Business Management.
• 12–18 years of experience in operations, preferably in Maritime, 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.

Smart Ship© Hub is a fast-growing digital platform for global maritime. Headquartered in Singapore and with its engineering cum customer support Centre in India, Smart Ship Hub is top 5 digital transformation company in the world. Its clients include 2 of the world’s top 5 maritime companies and others who are leading in specific regions. We are part of the largest transport mode; maritime transport is a 20 Trillion $ global industry and undertakes about 90% of global trade volume.

Smart Ship Hub partners with the most reputed names in the industry including across Singapore, Japan, Europe, Middle East, India. Our digital platform aimed at merchant ships, oil rigs, offshore facilities, tug and barges, fishing vessels, ferries, RORO’s includes every ocean and river-based assets. The proprietary platform leverages the power of IOT, Big data, ML and Mobility to bring in unique experience of predictive diagnostics, condition and health monitoring, remote monitoring – management and control.

We help our customers to save millions of dollars and enhance their operational efficiencies by up to 30%.

Smart Ship© Hub has its offices in Singapore and Pune, India and global network of engineering support services across 4 locations (China, Dubai, Rotterdam, Japan). We are in process of setting up of our Japan operations in Tokyo.