Manager, Support Operations

Emploi pas sur LinkedIn

🕒 il y a 13 jours

🤠 Texas – Distant

🤠 Texas – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

⚙️ Opérations

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HungerRush

Site WebLinkedInTous les Emplois

501 - 1000 employés

🍽️ Alimentation et boissons

🏨 Hôtellerie

📦 Logistique

Food & Beverage • Hospitality • Logistics

HungerRush est un fournisseur de technologie pour restaurants tout-en-un qui offre une plateforme POS basée sur le cloud, ainsi que des outils intégrés de commande en ligne, de traitement des paiements, de marketing et de fidélisation, de gestion des livraisons et des retraits, du matériel de qualité restaurant et de commande vocale/texte assistée par IA. L'entreprise développe des solutions logicielles et matérielles pour rationaliser les opérations des restaurants, améliorer l'expérience client et stimuler la récurrence des affaires pour les opérateurs multi-sites et franchisés.

Description

• Owns the operational engine behind the Menufy and HungerRush support teams • Leads a team of 4 functional leads and turns Support performance data into decisions • Building operational systems that allow Support leaders and agents to consistently deliver fast, high-quality customer experiences • Continuously improving efficiency through data, automation, and process optimization

🎯 Exigences

• 5+ years in contact center operations, including 2+ years in a WFM, QA, or CX operations leadership capacity • Direct experience with forecasting/scheduling platforms (e.g., Assembled) and QA tooling • Track record of owning a performance scorecard and presenting results to leadership • Strong analytical skills, comfortable translating raw metrics into a clear operational narrative • Preferred Experience leading or heavily supporting an AI/automation deflection initiative • Zendesk administration or configuration experience • Background in restaurant technology, POS, or SaaS support environments

🏖️ Avantages

• The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. • Workforce Management • Schedule adherence, shrinkage tracking, and coverage planning • Quality Assurance QA scoring frameworks, calibration, and the coaching feedback loop • AI & Automation • Deflection and containment performance (Voice AI, bots, agent-assist tools) • Automation roadmap execution and vendor management • New-hire onboarding and training effectiveness • Knowledge base content lifecycle and search/adoption health • Executive-level reporting like dashboards and scorecards that translate operational data into business impact • Cross-functional readiness: incident management, product launch prep, organizational change rollout • Process standardization across POS and Menufy support