Associate General Manager, Resq

• Exceptional written and verbal communication skills, with a focus on listening and asking the right questions
• Strong empathy for customer needs and strong follow through
• Proven history of grit and high work ethic
• Ability to own multiple competing priorities
• Comfortable communicating with customers via chat, email and phone
• Ability to sense urgency and prioritize accordingly
• Attention to detail and curiosity to identify the core of the issue
• You have a deep level of empathy towards people and are genuinely interested in understanding others' problems
• You are a problem solver and like to spend time getting to root causes and coming up with solutions
• You are an ambitious top performer, you persevere through intense obstacles
• 5-7 years of experience a high-performance environment (e.g. hospitality management, consulting, private equity, venture capital or startup experience)
• You are local to the United Kingdom
• You are a problem solver – You can translate high-level goals into actionable plans
• You have an entrepreneurial mindset and aren't afraid to be innovative and take chances
• You take Extreme Ownership in everything you do - it's one of our core operating principles

Desirable

• In this role, you will take full control of operations in the UK
• This will be an individual contributor role where you will also wear three execution hats defined as Customer Success, Partner Success and Customer Experience
• Taking full ownership of the relationship between our customers and ResQ
• Taking full ownership of the relationship between our vendors and ResQ
• Managing and executing the entire fulfillment process of work orders
• Work order execution metrics including SLA’s
• Customer and vendor engagement/growth including their overall satisfaction
• Wallet share
• Loyalty and retention
• Implementation 💬 You will be the first point of contact for new restaurants and partners, helping them get set up using ResQ, and providing exceptional customer service. Your input, decisions and product knowledge will ensure customers are reaping all the benefits the ResQ technology has to offer!
• Account Management & Relationships You will maintain close relationships, and build a strong level of trust with your customers and partners, always endeavouring to add value to their organization
• Work Order Execution ️managing and executing the entire fulfillment process of work orders from our restaurant partners, maintaining an exceptional level of user experience and operational metrics
• Growth You will continuously educate our customers and our partners on ResQ's service offerings and identify opportunities for growth. Additionally, you will ideate, test and learn from experiments to drive ResQ’s growth in the market
• Partner Pipeline 📞You will be responsible for targeting and qualifying prospects in the service and maintenance space, conducting discovery calls, and identifying opportunities to grow their businesses through ResQ’s marketplace
• Collaboration You will work very closely with other groups including Product, Marketing and Sales to understand and solve customer and partner problems while keeping ResQ's operations running smoothly
• Achieving Metrics 📈 You are motivated by metrics, and will be responsible for driving supply and revenue metrics including ensuring our customers are consistently sold on and set-up preventative maintenance plans with us

• Stage 1️⃣: Send us your resume and a note about how your story connects to ours. Feel free to focus on what you have learned rather than just a list of responsibilities. Tell us your story! We’ll aim to tell you quickly if it is not the right fit so you are always informed
• Stage 2️⃣: Successful candidates will meet with our People and Talent Lead. It will be standardized to keep things fair but also with enough room to show your uniqueness. We’ll communicate the salary range now for full transparency. If you like us and we also think there is a fit, we’ll invite you to the next stage
• Stage 3️⃣: A virtual interview with the Director of Operations and Hiring Manager, both are Toronto based. Be prepared for more in-depth questions about your experience and skills. Come with questions!
• Stage 4️⃣: A virtual interview with our Head of Marketplace Operations who is based out of Austin, Texas. Be prepared for more behavioural based questions!
• Stage 5️⃣: This is the final stage in the interview process and we will ask you to meet with our CEO, KJ. This will be an informal meeting and will give you an opportunity to learn more about ResQ’s vision and mission. KJ will also ask you some more questions and he will, of course, be able to answer any additional questions you might have