Operations and Control Tower Lead

Location: Ernākulam

About the Role
We are looking for an execution-focused Operations & Control Tower Lead to manage the operational engine behind our residential rooftop solar deployments.

In this role, you will lead the central control desk that bridges sales, engineering, local utilities, banks, and the customer. You will be directly responsible for eliminating project bottlenecks—ensuring that every residential project clears financing, approvals, procurement, dispatch, and final grid synchronization without delays or paperwork friction.

You will also manage a dedicated customer success and coordination team, ensuring homeowners experience proactive, transparent communication from the moment a contract is signed to final commissioning.

Key Responsibilities
Central Order-to-Delivery Ownership :
Run the central operations desk tracking residential projects from contract signing through to final commissioning and handoff.
Customer Success Desk Management :
Lead and coach a team of customer coordinators/relationship executives. Set clear service-level agreements (SLAs), communication cadences, and escalation protocols so customers are continuously updated via Whats App, calls, and email.
Financing & Banking Coordination :
Work directly with partner banks and NBFCs to track customer solar loan applications, push fast document verification, and secure timely disbursements.
Utility & Regulatory Approvals :
Drive all documentation and registration workflows with local electricity boards (such as KSEB) for initial feasibility approvals, net-metering allocations, and final site inspections.
Government Portal & Subsidy Management :
Oversee end-to-end documentation, portal applications, and compliance filings for central/state solar subsidy programs to achieve zero document rejection rates.
Supply Chain & Field Alignment :
Act as the operational bridge between field sales teams, project engineers, and central inventory. Authorize site dispatch triggers only after ensuring full commercial and documentation clearance.
Data & SLA Tracking :
Maintain absolute data integrity across CRM and operations dashboards. Track and optimize operational metrics, including time-to-dispatch, utility approval cycle times, and overall project turnaround times (TAT).
Metrics you will own :
Revenue, TAT for financial closure, Outstanding collections
Metrics you will be tracking  and influencing the org:
Dispatch & Installation TAT, Overall project TAT, Customer NPS

What We Are Looking For
Experience : 10+ years of hands-on operations experience in roles such as Project Operations Lead, Order-to-Delivery Manager, Operations Control Tower, or Post-Sales Operations Lead.
High bias for action :
Ability to arrive at the next step, given conflicting constraints around the situation, most of the project situations need quick reaction.
Domain Familiarity :
Prior experience in residential rooftop solar, retail banking operations (home/consumer loan processing), telecom/broadband network deployments, or high-value residential installations.
Team Leadership :
At least 4+ years managing a customer support, back-office operations, or project tracking team.
Process Fluency:  Practical working knowledge in complex processes, typically involving multiple external agencies/portals. Ability to assess process flows and make changes. Ability to root-cause situations that arise in day to day project flows.
Problem Solver :
Highly organized individual with strong troubleshooting abilities who can unblock administrative hold-ups and maintain strict accountability across teams.
Languages :
Fluency in Malayalam and English is mandatory to effectively manage local coordination and cross-functional operations.

What We Offer
Competitive fixed compensation structure.
Performance bonuses linked to operational velocity, turnaround times, and customer satisfaction metrics.
A high-impact role driving the core operational backbone of a fast-growing residential clean-tech business.