Manager, Enablement & Strategy

Job description

# About Us 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’re looking for a bilingual Enablement & Strategy Manager (Mandarin & English) who is excited to help elevate the capabilities of our client teams. In this role, you’ll build programs, systems, and processes that improve how our teams operate and deliver an exceptional experience to our clients. The ideal candidate is a fast learner and proactive self-starter who enjoys building things from the ground up, collaborating across teams, and solving complex problems in a fast-moving environment. You should be comfortable navigating change, communicating clearly in English, and leading and mentoring team members while fostering a culture of continuous learning and improvement. This is a high-impact role suited for someone who thrives in a dynamic, high-performance environment and is excited to help teams do their best work. # What you’ll accomplish - You will build the systems, programs, and operational infrastructure that enable our client teams to consistently deliver a best-in-class experience to restaurant partners. - You will lead and develop a small team of high-performing enablement specialists, mentoring them while setting a high bar for execution and ownership. - You will establish a culture of continuous learning by building programs that encourage knowledge sharing, capability development, and operational excellence. - You will partner closely with product, engineering, and client support teams to ensure our teams stay ahead of product changes and operational needs. - You will design and implement performance measurement frameworks that evaluate agent performance, training effectiveness, and team quality. - You will build feedback loops that turn operational insights into improvements in training programs and playbooks. - You will identify capability gaps across teams and lead initiatives that raise the overall performance bar of our client organizations. - You will create scalable infrastructure for knowledge management, training, and operational best practices that can grow with the company. # Year 1 Deliverables **Build and Scale the Training Function** - Design and implement Tarro’s end-to-end training and enablement strategy, starting with building QA team - Establish knowledge base for CL teams starting from COS and scaling to all other client teams - Build modular training curriculums that can be easily localized or adapted for different teams and geographies **Oversee Training Operations** - Own the onboarding experience for new hires — ensuring smooth ramp-up, clear milestones, and strong operational readiness. - Develop train-the-trainer programs and empower internal leads to deliver training consistently - Track training completion, effectiveness, and performance improvement metrics to ensure measurable outcomes **Enable Cross-Functional Scale** - Partner with Client Operations Support, Client Tech, CSM, Menu and SDR leads to identify skill gaps and build tailored enablement plans - Create and maintain alignment between product updates, process changes, and the training library - Work with Product Operations to ensure new feature rollouts are supported by timely, effective learning materials **Drive Continuous Improvement** - Audit current training content, identify gaps, and lead the refresh cycle for process or feature updates - Use data from QA, performance dashboards, and call analysis to identify coaching opportunities. - Champion a culture of continuous learning — embedding feedback loops and recognition for development. # About You - You have 4–5 years of experience in a high-intensity environment, such as management consulting, startups, private equity, or investment banking. - You are bilingual in Mandarin and English, with strong written communication skills in English. - You have demonstrated the ability to drive complex projects end-to-end with high ownership, ideally while managing or mentoring high-calibre team members. - You enjoy building things from 0 → 1 and are comfortable rolling up your sleeves to execute quickly. - You thrive in fast-paced, high-expectation environments and are comfortable navigating ambiguity and rapid change. # Bonus Points - You have experience in a consumer driven industry with a passion for the customer. - You have experience building training programs, enablement systems, or operational playbooks. - You have worked in fast-growing technology or startup environments. - You have experience working cross-functionally with product, engineering, and operations teams. - You have a roll up your sleeves mentality with current or prior experience working in a fast paced, collaborative, highly ambiguous environment frequently wearing more than one hat. If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply! 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.