Strategic Operations Manager

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 has 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 As Strategic Operations Manager, you will be the bridge between strategy and execution, ensuring that every part of the operations runs with the precision, speed, and adaptability that a high-growth tech company demands. You'll own operational infrastructure across voice operations and lead cross-functional initiatives to translate company goals into on-the-ground results. The ideal candidate is equal parts strategist and operator: someone who can sit in a leadership meeting, redesign a broken workflow, and hold a team accountable to daily operational outcomes. # What you’ll accomplish - **Operational Strategy & Execution** - Own the end-to-end operational health of the business; ensuring systems, people, and processes are aligned to company objectives - Translate strategic priorities into clear operational roadmaps with defined owners, milestones, and accountability structures - Identify and close gaps between where the business is performing and where it needs to be, operating with a bias toward action and measurable outcomes - Build and maintain operational frameworks, SOPs, and playbooks that allow the organization to scale without losing execution quality - **Team Building & Organizational Development** - Recruit, develop, and retain the operational talent needed to support Tarro's growth trajectory by building a team that is high-performing, resilient, and aligned to the company's mission - Foster a culture of ownership, accountability, and continuous improvement at every level of the operations org - Build bench strength and organizational capacity ahead of demand, so the team is never a bottleneck to scale - **Data-Driven Decision Making:** - Define, track, and report on the operational KPIs, ensuring leadership always has a clear, accurate picture of business performance - Use data to drive decisions at every level, from product improvements down to team design - Conduct regular operational reviews to drive accountability and continuous improvement - **Cross-Functional Leadership:** - Lead high-priority, cross-functional, end-to-end initiatives that impact within and outside of operations - Act as a trusted thought partner to department heads, helping them solve complex operational problems and scale their teams effectively - Represent Operations in leadership discussions, bringing both analytical rigor and ground-level context to strategic decisions - **Continuous Learning and Innovation:** - Institutionalize a culture of operational excellence and drive meaningful improvements across the organization - Stay ahead of industry trends, emerging tools, and evolving best practices in restaurant tech and operational leadership - Proactively identify structural or systemic risks before they surface as escalations, and build resilient contingency frameworks where needed # Year 1 Deliverables - Build and institutionalize a service quality framework that sets the standard for how operations perform and how confidently we can represent every customer interaction to our restaurant partners. This starts with listening: structured feedback from agents, rigorous internal auditing, and a coaching methodology that scales and ends with a bar that the entire team is held to. This framework must also actively drive growth through our key levers: expanding multi-product adoption across restaurants and accelerating pizza growth and performance. - Become the cross-functional operations partner that the organization turns to when the path forward isn't clear. You will own end-to-end strategy and implementation for high-stakes, ambiguous transitions. Whether that's a shift in how the team works, how AI tools are integrated into agent workflows, or how the function is structured at scale. You define what success looks like, build the rollout plan, lead the change, and own the outcome. - Sustain and meaningfully improve current KPIs as a direct result of the frameworks and initiatives you build; not as a baseline expectation, but as proof that the systems you put in place actually work. # About You - You have 5 to 7 years of progressive experience in strategy, consulting, people management, or a related leadership role with a track record of owning outcomes at scale and solving for ambiguous problems in organizations where speed, quality, and customer experience are in constant tension - You are deeply data-driven. You help define the metrics that reflect true operational health, build or commission the infrastructure to track them, and make decisions from evidence rather than instinct or precedent - You are a strategic systems designer. You build frameworks and playbooks that hold their shape as the team grows, and you institutionalize quality in ways that don't depend on your personal oversight - You are a natural cross-functional partner. You bring your direct reports into the conversation as equals, translate operational complexity into clear strategic input for other functional teams, and close loops rather than just opening them - You lead with clarity and influence. You can represent the realities of your teammates with intent, and you know how to build the case for change in a way that moves people to act # Bonus Points - You have experience in a consumer-driven industry with a passion for the customer - You have prior experience working at the intersection of operations and product strategy, where frontline data directly shaped how a product was built or improved - You have led large-scale organizational or process transformations. Designing new team structures, integrating functions, or building operational infrastructure from scratch 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.