VP, Operations

🕒 Outubro 24

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

👻 Score fantasma 10%

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A Checkmate é uma fornecedora líder de soluções de pedidos digitais para o setor de restaurantes. A empresa oferece uma plataforma abrangente que ajuda os restaurantes a fortalecer sua presença digital e a simplificar operações por meio de pedidos personalizáveis via web e app, Voice AI, totens (kiosks) e integrações com terceiros. Atendendo a mais de 2. 400 marcas, a Checkmate é especializada em clientes enterprise, fornecendo ferramentas de gestão em nível enterprise, data analytics e suporte especializado 24/7. As soluções visam impulsionar as vendas, conectar-se com os clientes e gerenciar pedidos com eficiência. Ao reduzir a complexidade operacional e melhorar a precisão dos pedidos, a Checkmate capacita os restaurantes a expandir seu negócio digital com eficácia.

Descrição

• Define, establish, and execute the operational strategy for Checkmate’s post-sale service organization. • Directly lead, mentor, and scale an established global team (~25+ people across the US and India), fostering a culture of accountability, excellence, and continuous improvement. • Optimize operational processes and workflows across onboarding and menu management teams to drive efficiency, speed, and consistency. • Own post-sale customer satisfaction (CSAT), service delivery metrics, and operational performance standards. • Serve as an executive sponsor and escalation point for key customers, stepping in to resolve complex issues and maintain strong client relationships. • Drive operational strategies that enhance customer retention, reduce time-to-value during onboarding, and ensure seamless service continuity. • Utilize AI-driven analytics to proactively identify churn risks, anticipate customer friction, and improve resolution times. • Build agents and workflow automations across the operations function to gain efficiencies. • Oversee Technical Account Management functions to ensure technical alignment between customer workflows and Checkmate's product capabilities. • Partner directly with Engineering and Product leadership to translate customer feedback and operational friction points into scalable product features and technical resolutions. • Act as a strategic "right-hand" leader to the CEO, taking full ownership of cross-departmental operational initiatives and high-priority miscellany to streamline executive focus. • Transition between high-level strategic planning and hands-on, tactical problem-solving ("diving into the weeds") to diagnose and resolve systemic execution gaps. • Serve as the ultimate point of contact for customer escalations, effectively resolving enterprise account issues, restoring client confidence, and insulating executive leadership. • Directly oversee the onboarding of high-stakes, marquee enterprise clients, ensuring rapid time-to-value and high-touch service delivery. • Drive cross-departmental alignment across Sales, Product, Engineering, and Support to solve root-cause operational bottlenecks that span beyond post-sale boundaries. • Design, implement, and enforce standardized, scalable operational playbooks, instilling a culture of process compliance and operational rigor across global teams. • Mentor and coach frontline and managerial staff through structured follow-ups, enforcing high performance and accountability in a respectful, professional manner. • Establish clear feedback loops between post-sale operations and product development to accelerate defect resolution and drive continuous platform improvement. In addition to relaying growth opportunities of account expansions to our GTM team.

🎯 Requisitos

• Bachelor's degree in Business, Computer Science, or a related field. • 10+ years of progressive operational leadership experience in a tech/SaaS environment, ideally within restaurant tech, foodtech, or e-commerce delivery platforms. • Demonstrated success leading cross-functional and multi-region teams (specifically managing US and India-based organizations). • Strong technical aptitude and background interfacing with Engineering, Product, and Technical Account Management teams to drive technical issue resolution and product feedback loops. • Experience in direct, executive-level customer communication, crisis management, and service performance improvement. • Proven track record of leveraging operational metrics (CSAT, SLAs, time-to-onboard) to hold teams accountable and elevate overall business performance. • Proven track record of operational leadership within high-growth, mid-sized SaaS environments (scaled startups/scale-ups). • High degree of business acumen and emotional maturity; comfortable challenging the status quo, offering independent viewpoints, and making authoritative, data-driven decisions. • A true entrepreneurial drive with a proactive, vision-driven mindset capable of leading transformational change, fostering innovation, and thriving in dynamic, fast-paced environment. • Strong project management skills, with the ability to prioritize and manage multiple projects simultaneously. • Superior organizational skills with a proven capacity to isolate core systemic issues within complex organizations and build lasting, scalable solutions. Be our root-cause problem solver!

🏖️ Benefícios

• Health Care Plan (Medical, Dental, Vision) • Retirement Plan (401k) • Life Insurance (Basic, Voluntary, AD&D) • Flexible Paid Time Off • Family Leave (Maternity, Paternity) • Short-Term & Long-Term Disability • Work from Home

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