Manager of Implementation, TouchBistro
Hardware
Restaurant management POS system
Be an early applicant
Restaurant management POS system
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To provide restaurateurs with innovative technology that makes running a restaurant easier.
Role
Who you are
- 2-3 years of people leadership experience, with a proven track record of building positive, high-performance team cultures
- 5+ years of hands-on experience in networking hardware/software installation or support
- A strategic mindset – you see the big picture while laser-focused on execution and results
- Technical fluency – the ability to simplify complex concepts for different audiences
- Data-driven problem-solving skills – you know how to analyze trends, pinpoint inefficiencies, and implement meaningful changes
- Resilience & adaptability – you thrive in ambiguity, drive results, and hold yourself and others accountable
- Passion for the restaurant industry – excited about TouchBistro’s mission to reinvent the restaurant experience
Desirable
- Experience with restaurant POS systems or a background in the hospitality industry
What the job involves
- TouchBistro is looking for a Manager, Implementation (Hardware) who will be responsible for leading a team of Product Install Technicians, driving value for our customer base by delivering approachable, repeatable, and expert support and guidance throughout the installation process
- In this highly specialized role, you will have the opportunity to work with a variety of stakeholders across the organization to advocate for the customer experience and drive innovation
- We’re looking for a highly flexible professional who is able to leverage data and deep subject matter expertise to inform solutions to complex problems
- Reporting to the Director, Professional Services, you will be responsible for overseeing and owning the product installation process, taking accountability for team performance and customer health as measured by team productivity, product adoption, and customer satisfaction
- As a leader, you will foster a high-performance culture by creating an environment of open communication and continuous improvement
- Lead and inspire a team of Product Install Technicians, optimizing results through effective performance management coaching (including but not limited to 1:1s, “real time” coaching, call shadowing, and career planning)
- Amplify the customer voice by creating and encouraging feedback loops, creating an environment rooted in empathy
- Drive change and innovation, working closely with leadership and cross-functional teams to evaluate existing processes, tools, and hardware mix. Act as a domain expert and an owner by providing informed, data-driven recommendations
- Optimize the installation journey by collaborating cross-functionally to evaluate and refine the end-to-end hardware and software installation journey, identifying friction points, implementing data-driven process improvements, and creating scalable resources to ensure consistent, efficient, and customer-focused experiences
- Improve customer experience through collaboration with PS and CS leadership to develop better handoffs, processes and educational resources that reduce the risk of early life churn and post-onboarding support contact volume
- Solve problems with data to identify roadblocks that are impacting the productivity of the team and employ effective root cause analysis to inform solutions through coaching, tooling, and cross-functional collaboration
- Take ownership of customer escalations, including the development of effective remediation plans and retrospective reports
Our take
The COVID-19 pandemic has led restaurants worldwide to turn towards digital solutions for menus, ordering, and other contact-based elements of hospitality. However, many restaurants have chosen to remain digital after restrictions have been lifted due to the convenience and efficiency that such solutions provide, yet the fragmented nature of the tools leaves a lot to be desired.
TouchBistro provides an all-in-one restaurant management system, offering digital solutions to increase efficiency, turnover, and profits for restaurants of any size. The software system includes digital tools for online ordering, table reservations, loyalty systems, menus, and table management, providing customers with a frictionless digital ordering experience whilst giving restaurant managers direct insights into how the business can be improved.
Whilst management systems for restaurants have existed in a fragmented manner for years, TouchBistro has taken a unique stance by tackling the end-to-end restaurant management process within a single platform. Furthermore, the flexible pricing offered ensures that any sized business can benefit from the software, unlike most existing solutions that are focused on the management of large restaurants and chains. It's USPs like these that have helped TouchBistro raise hundreds of millions in funding since its founding in 2011.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Nov 2022
$105.6m
GROWTH EQUITY VC
Sep 2019
$118.9m
SERIES E
Total funding: $330.6m
Company benefits
- Company Equity
- Generous Time Off Program
- Health Benefits
- Flexible Health and Wellness Plan
- New Parent Support Program
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
- Indoor Bike Racks
Company values
- Passion - our desire to do what we love is contagious and fuels our excitement to drive excellence with our people and our products
- Collaboration - strong relationships – characterized by respect, trust, teamwork, and great communication – are critical for the quality and success of our people, our customers, and stakeholders
- Respect - we commit to listen, understand, and care for the unique needs, values, goals, and strengths of our customers and the people we work with
- Accountability - honesty, integrity, and a strong sense of ownership are at the heart of our commitment to individual and collective responsibility
- Innovation - we relentlessly pursue reinventing excellence, with a focus on open-mindedness, diversity, efficiency, and adaptation
Company HQ
Financial District, Toronto, ON
Articles
Leadership
Samir Zabaneh
(CEO & Chairman)They joined TouchBistro in 2018 as Chair of the Board of Directors and became CEO in 2021. Previously, they were an Executive VP of Global Business Services at First Data Corporation and CFO at Element Fleet Management, Heartland Payment Systems, Moneris Solutions, Fortress Investment Grouo, and Q9 Networks.
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