Manager, Client Tech Experience

Job description

# About Tarro Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us [here](https://www.tarro.com/)! # What We’re Looking For We are looking for a leader who builds. The Client Tech team manages hardware deployment, remote technical support, and product onboarding for thousands of restaurants across the US, all from our KL hub. It is a high-performing team with a strong operational foundation. And Tarro is now moving into its most ambitious chapter yet. We are launching a full POS system in Q2, rolling out Tarro Pay payment terminals, and expanding into the pizza vertical. Each of these brings new hardware, new complexity, and new expectations from our restaurants. The person who takes this role will shape how the Client Tech function evolves through all of it. This is not a role for someone who wants to inherit a playbook and run it. It is for someone who wants to write the next one. # What You’ll Do **Shape what Client Tech looks like in two years.** You will set the direction for the function, decide which problems matter most, and figure out what the team needs to build before the business outgrows what currently exists. You will not be handed a roadmap. You are expected to create one. **Lead the charge into new territory.** Tarro is launching a full POS system, rolling out Tarro Pay payment terminals, and expanding into the pizza vertical. Each brings its own complexity, its own hardware, and its own client expectations. You will have the opportunity to design the operational model for all three from the ground up, and to set the team up for success well before each launch day arrives. **Build a team that grows with you.** You will lead a group of 10 to 15 specialists and team leads, give them meaningful ownership, and invest in developing them into stronger, more independent operators. The best leaders here do not just manage their team. They leave it better than they found it. **Find smarter ways to scale.** As Tarro adds more restaurants and more products, the answer is never just adding more people. You will look for the leverage points that make the team more effective, rethink workflows that no longer fit, and build processes that multiply output without multiplying headcount. **Be a connector across the business.** Some of the best work at Tarro happens at the intersections. You will build close working relationships with Engineering, Product, Client Success, and Onboarding teams, bringing the ground-level perspective of Client Tech into conversations that shape how the whole company moves forward. **Lead by example.** The team looks to you to set the standard, not just the agenda. How you show up during quality audits, tough client situations, and high-pressure moments is what defines the culture of the team over time. # What We’re Looking For **Core Requirements** - Someone who takes pride in being close to the work. This role spans strategic direction and frontline operations, and the best person for this role sees both as equally rewarding, not in conflict - Comfortable working US hours with shifts starting at 4am - Fluent in Mandarin and English, spoken and written - Has a genuine passion for developing people. You have led Team Leads or supervisors before and have left them stronger, more capable, and more confident than when you found them - Comfortable setting direction for an operations function, knowing which problems deserve the most attention and when to bring in the right people to work together - Thoughtful about team performance and structure, able to make sound decisions as the business evolves and the team grows around you - A natural collaborator who builds trust across functions and handles difficult conversations with honesty and care # **Bonus Points** - Experience in network architecture or infrastructure design, with the ability to translate that knowledge into operational improvements - Familiarity with networking basics such as IP addressing, subnets, DHCP, DNS, and VPN - Experience with hardware deployment in a field tech, network ops, or IT ops environment - Background in consulting, strategy, or a high-growth technology company - Experience managing distributed teams across different time zones - Experience designing and implementing support operations frameworks including ticketing systems, SLAs, and quality standards # What You’ll Get **Real ownership.** This is your function to run and to shape. The decisions you make here will be felt by tens of thousands of restaurants for years. **The startup experience without the startup risk.** Tarro has been profitable for nearly a decade. You get the challenge of building something new inside a company that has already proven it works. **A bigger role in two years than the one you are stepping into today.** New products, new markets, and a fast-growing restaurant base mean the scope of this function will expand significantly. The person who builds it well will grow with it. **Competitive compensation.** Salary commensurate with talent. # How We Work This role reports to the VP of Engineering. We value autonomy. We will give you context and goals, and trust you to figure out how to get there. That said, you will not be alone. You will have peers to collaborate with and leadership that is accessible when you need input. We are not looking for someone who needs detailed direction on every decision. But we are also not throwing you into the deep end without support. Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds including but not limited to race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.