Manager, Implementation (Hardware)

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

• Manage a team 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)
• Create and encourage feedback loops to help amplify the customer voice
• Act as an expert and as an owner by providing informed, data-driven recommendations for change and innovation
• Collaborate 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 installations
• Collaborate with Professional Services leadership to develop better handoffs, processes and educational resources that facilitate positive customer experiences and reduce the risk of early life churn and post-onboarding support contact volume
• Take ownership of customer escalations, including the development of effective remediation plans and retrospective reports
• Maintain appropriate staffing ratios to meet demand, hiring and training new employees where required

What You Bring

• You have 2-3 years of demonstrated experience as a people leader with a proven track record of building positive team culture
• You have 5+ years demonstrated experience installing and/or supporting networking hardware and software
• You are highly curious - a critical thinker with the ability to think big while managing the details; you can see the big picture, but are also laser-focused on delivery and execution
• You possess strong technical acumen and have the ability to develop and deliver tailored messages that convey a clear understanding of the unique needs of different audiences
• You are able to analyze operational data to identify and execute on process improvements - effective root cause analysis skills are essential to success in this role
• You have experience managing ambiguity while driving results - you operate effectively even when the path forward is not clear, and you hold yourself and others accountable to end results
• You are excited about TouchBistro’s vision: we make lives better by reinventing the restaurant experience!

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