Product Implementation Manager

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!

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:

• 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.

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  Bachelor’s degree in Industrial Engineering, Management, Management Engineering, Computer Science, Data Analytics, or a related field. A Master’s degree is a plus

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  5+ years experience in a fast-paced, high-performance startup

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  3+ years of experience directly managing teams

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  Extensive experience in project project management / process improvement / product implementation

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  Highly intellectual problem-solver, strong critical-thinking skills

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  Can thrive in ambiguous environments and formulate a clear execution plan

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  Can work independently

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  Highly organized and diligent

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  Strong communication (verbal and written) skills

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  Can set a new standard to the rest of the Product Implementation team, leads by example.