Manager, Support Operations

Job not on LinkedIn

🔥 57 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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HungerRush

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🍽️ Food & Beverage

🏨 Hospitality

📦 Logistics

Food & Beverage • Hospitality • Logistics

HungerRush is an all-in-one restaurant technology provider that offers a cloud-based POS platform along with integrated online ordering, payment processing, marketing and loyalty tools, delivery and curbside management, restaurant-grade hardware, and AI-driven voice/text ordering. The company builds software and hardware solutions to streamline restaurant operations, improve guest experience, and drive repeat business for multi-location and franchise operators.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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