Director of Customer Implementation, 86 Repairs
Vendor Success & Customer Onboarding
$110-140k
Offers a variable compensation & Equity
Senior and Expert level
Remote in US
Maintenance management platform for restaurants
Open for applications
Maintenance management platform for restaurants
21-100 employees
HospitalityB2BFoodSaaSData Analysis
Open for applications
$110-140k
Offers a variable compensation & Equity
Senior and Expert level
Remote in US
21-100 employees
HospitalityB2BFoodSaaSData Analysis
Company mission
On a mission to take repairs off a restaurant's plate so they can focus on their business and serving guests.
Role
Who you are
- We're looking for sharp people who want to contribute new perspectives to our community and help us grow
- We value folks who are comfortable with rapid change and are excited to build a company together
- We don’t have it all figured out, so we need team members who thrive on new challenges
- We’re seeking someone who can bring a wealth of program and project management experience in setting up organizations for scale
- Folks with experience in restaurant technology, marketplaces, procurement, and post-sale customer success are encouraged to apply
- We are prioritizing candidates who have a track record of establishing vendor or professional networks within restaurant technology, repair and maintenance, facilities management, construction, etc
- 5+ years of experience in a leadership role, relevant experience in operations, implementation, or a related field
- 2+ years of customer onboarding experience
- Proven track record of establishing systems and processes. Strong analytical and problem-solving skills; uses data to set roadmap and action plans
- Proven success in driving performance and results through others
- Ability to work independently and as part of a team
- Experience leading and coaching teams up to the manager level to achieve their goals
- Strong communication and interpersonal skills with the ability to work cross-functionally and build relationships with internal and external stakeholders, regardless of level
- Experience working in marketplaces with vendors or in procurement
- Knowledge of restaurants, repair and maintenance, establishing a new category and start-ups a huge plus
- Experience scaling a complex customer onboarding process at a SaaS and/or services company is a plus
What the job involves
- On Implementation, we swap strategies to ensure a smooth post-sale journey. Implementation includes both the Onboarding and Vendor Success teams; this role will oversee both areas (about 10 team members total)
- Onboarding works directly with our customers to launch them on 86’s proprietary tech-enabled service; Vendor Success onboards our preferred vendor networks in the areas where we have customers
- A successful candidate will be able to partner with leadership to execute projects related to ongoing management and growth of their team, act as a true cross-functional partner to Customer Operations, Product, and Sales, and has a high capacity for experimentation and creativity to solve problems in new and innovative ways
- Lead a team of ‘makers’ up to and including the manager level
- Considered the escalation point for the most difficult vendor and customer relationship needs and challenges
- Taking on ownership of key projects as identified that play an integral role in customer experience post onboarding
- Act as the conduit for information from Senior Leadership Team (SLT) and Leadership to ensure your team is well-informed on the priorities of the company
- Regularly leverage your subject matter expertise to drive performance of your team, directly or through the support of team members
- Effectively run process improvement projects to institute scalable programs on Onboarding and Vendor Success. Can work ‘on’ and ‘in’ the business
- Well-versed in leading performance management efforts to build and retain a team of A-players
- Set strategy and tone for the team and works autonomously to produce results on target with company goals
- Forecast into the future and identify risks and opportunities within your own functional area, working with SLT to address any concerns
Application process
- We ask every candidate to go through the same interview process to ensure we are equability evaluating folks. That process typically includes:
- Phone Chat: 30-minutes
- Video Screen: 45-Minutes
- Deep Skill Assessment/Video Meeting: 90-minutes
- Executive Meeting - 30-Minutes
Our take
Managing maintenance and repairs is an expensive and time-consuming challenge for many restaurants. 86 Repairs solves this problem by leveraging data analytics to create preventative maintenance plans for restaurant managers.
86 Repairs automates restaurants' end-to-end repair and maintenance processes, and improves their back-of-house operations. The solution allows restaurant managers to avoid slow and costly repairs, saving valuable time and money. The company now serves a number of high-profile customers, including McDonald's and Jimmy John's, which is testament to the value their services bring to multi-location hospitality brands.
A recent influx of funding has allowed 86 Repairs to invest in product innovation and marketing. This will enable the company to scale considerably, and to reach a wider range of hospitality clients.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
35% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2022
$15.2m
SERIES A
Jul 2021
$5.3m
SEED
Total funding: $24m
Company benefits
- Equity in a high growth VC-backed startup
- Competitive base salary
- Excellent health, dental, vision, disability, and life insurance plans
- Flex spending account for family and child care
- 401(k) plan with matching
- Unlimited PTO (we mean it and require you to take time off)
- Paid parental, sick leave, and bereavement policy
- Remote-first team with employees across 10 states and 3 time zones
- Choose Apple or PC equipment
- "Check Please" - quarterly stipend to spend at our customers' restaurants
- Bi-weekly virtual happy hours that don't suck
- A treasure trove of custom Slack emojis
- A transparent culture that values autonomy, trust, and personal development
Company values
- Intentionality: It’s one thing to get something done - it’s another to do it with intention. To the best of our ability, our work is thoughtful, designed, planned. Our answer is one of responsiveness, not reactiveness. We create frameworks that provide us with meaningful data, to help us make decisions from a place of calm, instead of a place of chaos.
- Accountability: We believe in autonomy. Your work is yours to own. You’re empowered to own it. While you own it, give a shit. Follow through on what you commit to do. Say what you mean, mean what you say. And while you’re doing it - take pride in it. Invest your energy in your commitments. Own the success when things go well. Blame no one when things go wrong.
- Personal Development: Growth is a mindset that captures how we think about the company we're building, the work we're doing, and the people we're becoming. We cheerlead everyone to expand and flourish at their own pace, as we transform into versions of ourselves we're proud to know. As we learn, we share, encouraging the growth cycle.
- Positivity: It really is all about attitude. We choose to pick a positive one because it sure as hell beats the alternative. To us, positivity means generosity, celebration, gratitude, humility, and humor. Positivity means extending praise, having fun, and not taking ourselves too seriously.
- Experience: What we observe, encounter, and undergo matters. It matters for our customers, our partners, and ourselves. It matters because we crave meaning, and want our interactions to be as human as we are. To be as inspired as we are. Ask yourself: what would happen if every interaction you had was an experience?
- Adventure: Do you enjoy the journey? Around here, we view change as exciting, not threatening. Change gives us the chance to grow, explore our curiosities, and push us to embrace the unknown. We’re okay with the unknown because we’re not seeking a destination. We are seeking adventure, and the spirit and sense of it course through everything we do.
- Relationships: We’re the company we keep. We cherish relationships that are healthy, resilient, and real. We invest in the right ones, and not at all costs. A right relationship is bilateral, supportive, empathetic, and lasting. To build stronger and deeper relationships, we’ll take a walk in someone else’s shoes, and hand them ours for size.
Company HQ
Millennium Park, Chicago, IL
Articles
Leadership
Daniel Estrada
(CEO)Was Director of Portfolio Management at Spectrum Health, and Head of Healthcare (Europe) at EPAM Systems.
Joe Gallagher
(Product Management)Previously worked as Manager of .Com Multichannel at The Home Depot. Was Food Equipment Director at Oliver Packaging and Equipment Company.
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