Product Implementation Manager

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/)! **About the role** The **Product Implementation Manager** plays a mission-critical role in how we bring onboard and maintain clients into the Tarro platform. This role is responsible for overseeing both the initial configuration and ongoing maintenance of each restaurant’s back-end configuration. This setup work is critical—**our ability to support restaurants depends entirely on how well we translate their real-world operations into our platform’s configurations.** Each restaurant has different needs, and our system offers a lot of flexibility. But that flexibility only creates value if it’s used correctly. There are two touchpoints during which the Product Implementation team makes adjustments to a restaurant’s back-end configuration: - **Onboarding of New Restaurants** - This involves collecting thousands of data points, making judgment calls on how to best represent them, and using features the restaurant may not even know exist. Often, we’re helping clients figure out what they actually need—not just executing instructions. - **Product Support for Existing Restaurants** - Clients often come to us with all sorts of problems ranging from fraud prevention, setting up new coupons/limited-time offers, or implementing a brand new menu. Making changes to a tenured client’s configuration can be tricky given the high number of customizations already implemented. The product support team must ensure that these changes are implemented correctly without causing any unintended issues. This work is high-stakes. A single mistake can cause agent errors, client frustration, and churn. Speed also matters—**restaurants need to go live quickly, and they expect things to work right the first time**. Existing restaurants, on the other hand, expect immediate resolution to their issues. Strong onboarding and product support processes lead to effortless order-taking and a product that clients rely on every day. This role is both operational and leadership-heavy. In addition to hands-on technical configuration work, this role also leads and manages the Product Implementation Team, ensuring they are effective in setting up and maintaining these configurations at scale. By optimizing workflows, providing guidance, and upholding data accuracy, the **Product Implementation Manager** plays a critical role in ensuring our system delivers accurate, restaurant-specific guidance to agents—ultimately improving order accuracy and customer satisfaction. **What You’ll Accomplish** - Manage a team of 40+ product implementation specialists, team leads, and managers, spanning across onboarding and product-support. - Design innovative ways to measure and improve product implementation quality, accuracy, and speed. - Establish thoughtfully crafted strategies to improve customer experience/satisfaction and improve overall client retention. - Collaborate cross-functionally with our world-class teams to drive customer satisfaction (i.e. Product/Engineering, Voice Operations, Quality Control, Business Excellence, and Recruitment). - Rebuild the Product Implementation team - Attract and hire new talent - Performance-manage the existing team members and set a new standard for excellence across the team. **First Three Months** - **Learn to use our product like our internal users do**—not only the product implementation team, but also the agents who take calls for restaurants, since they are the main users of our product configurations. This requires developing an **in-depth understanding of how our products work**, including both client-facing features and internal workflows, in order to anticipate client needs, troubleshoot effectively, and provide practical guidance that aligns with real operational scenarios. - Get trained and certified for both Menu (how to configure the back-end) and Voice Ops (how our agents take calls). - Shadow our **Onboarding Success Managers** to learn the whole onboarding workflow, and **Product Implementation Specialists** to learn the product support workflow. - Begin to onboard clients and solve support cases yourself to really get into the weeds of the Product Implementation team’s responsibilities. Use this time to gather context and spot improvement opportunities. - Align with the executive team on priorities and begin crafting a strategy for the Product Implementation team. **About You** - Bachelor’s degree in Industrial Engineering, Management, Management Engineering, Computer Science, Data Analytics, or a related field. A Master’s degree is a plus - 5+ years experience in a fast-paced, high-performance startup - 3+ years of experience directly managing teams - Extensive experience in project project management / process improvement / product implementation - Highly intellectual problem-solver, strong critical-thinking skills - Can thrive in ambiguous environments and formulate a clear execution plan - Can work independently - Highly organized and diligent - Strong communication (verbal and written) skills - Can set a new standard to the rest of the Product Implementation team, leads by example.