What are the responsibilities and job description for the Manager, Implementation (Hardware) position at TouchBistro?
Job Details
Job Description
TouchBistro is looking for a Manager, Implementation (Hardware) who will be responsible for leading a team of Product Install Technicians, driving value for our customer base by delivering approachable, repeatable, and expert support and guidance throughout the installation process. In this highly specialized role, you will have the opportunity to work with a variety of stakeholders across the organization to advocate for the customer experience and drive innovation. We're looking for a highly flexible professional who is able to leverage data and deep subject matter expertise to inform solutions to complex problems.
Reporting to the Director, Professional Services, you will be responsible for overseeing and owning the product installation process, taking accountability for team performance and customer health as measured by team productivity, product adoption, and customer satisfaction. As a leader, you will foster a high-performance culture by creating an environment of open communication and continuous improvement.
What You'll Do
- Lead and inspire a team of Product Install Technicians, optimizing results through effective performance management coaching (including but not limited to 1:1s, "real time" coaching, call shadowing, and career planning)
- Amplify the customer voice by creating and encouraging feedback loops, creating an environment rooted in empathy
- Drive change and innovation, working closely with leadership and cross-functional teams to evaluate existing processes, tools, and hardware mix. Act as a domain expert and an owner by providing informed, data-driven recommendations.
- Optimize the installation journey by collaborating cross-functionally to evaluate and refine the end-to-end hardware and software installation journey, identifying friction points, implementing data-driven process improvements, and creating scalable resources to ensure consistent, efficient, and customer-focused experiences.
- Improve customer experience through collaboration with PS and CS leadership to develop better handoffs, processes and educational resources that reduce the risk of early life churn and post-onboarding support contact volume
- Solve problems with data to identify roadblocks that are impacting the productivity of the team and employ effective root cause analysis to inform solutions through coaching, tooling, and cross-functional collaboration
- Take ownership of customer escalations, including the development of effective remediation plans and retrospective reports
- 2-3 years of people leadership experience, with a proven track record of building positive, high-performance team cultures.
- 5 years of hands-on experience in networking hardware/software installation or support.
- A strategic mindset you see the big picture while laser-focused on execution and results.
- Technical fluency the ability to simplify complex concepts for different audiences.
- Data-driven problem-solving skills you know how to analyze trends, pinpoint inefficiencies, and implement meaningful changes.
- Resilience & adaptability you thrive in ambiguity, drive results, and hold yourself and others accountable.
- Passion for the restaurant industry excited about TouchBistro's mission to reinvent the restaurant experience.
Experience with restaurant POS systems or a background in the hospitality industry.
#INDOCTWhat We Offer
At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
The Perks:
- Generous Time Off Program
- Health, Dental, and Vision Benefits
- Flexible Health and Wellness Plan
- Parental Leave & top up
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
About TouchBistro
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren't. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
