Director of Implementation, Olo
$129-176.2k
+ Incentive compensation
On-demand commerce platform for restaurants
Open for applications
On-demand commerce platform for restaurants
501-1000 employees
Open for applications
$129-176.2k
+ Incentive compensation
501-1000 employees
Company mission
To give customers better, faster, and more personal service from the restaurants they love through its digital ordering and delivery platform.
Role
Who you are
- We are looking for someone who is an expert in large-scale MarTech and SaaS implementations and, more importantly, a leader who sets the standard for service delivery excellence by modeling flawless execution and world-class collaboration for their team, partners, and customers
- 10+ years progressive experience in MarTech Implementation/Project Management or other related field (SaaS or restaurant tech industry experience preferred)
- 5+ years experience managing direct reports
- Experience leading teams working directly with complex accounts at the senior business and IT levels with executive experience in an advisory role
- Ability to set standards for impeccable project management output and provide guidance on prioritization of competing interests
- Outstanding ability to thoughtfully assess problems holistically and provide resolutions
- Experience creating and executing scalable processes to improve team efficiency
- Preferred experience with PSA tools (we use Rocketlane) or Asana, Jira, Guru, Salesforce, and Zendesk
What the job involves
- To accelerate Olo's flywheel strategy and capitalize on our market opportunity, we are looking for a Director, Implementation with deep expertise in marketing technology and automations, loyalty strategy, and scaling service delivery to join us
- Reporting to the VP, Implementation, you will lead an Implementation team in managing a diverse portfolio of projects, ensuring alignment with strategic customer objectives and successful outcomes
- As Director, Implementation, you will own the entire service delivery lifecycle, from process design to project execution and your primary mandate will be to build a center of excellence that establishes scalable, repeatable processes to improve implementation velocity and project quality
- In this strategic capacity, you will partner with leaders across the organization to translate business goals into implementation strategy and drive key initiatives
- You will lead your team by managing resource planning, serving as the primary point of escalation, and developing our technical talent to ensure exceptional customer outcomes
- Lead high-performing teams focused on the implementation of complex marketing technology and automation solutions, including loyalty platforms and Customer Data Platforms (CDPs), with a focus on scalable service delivery and data migration
- Act as a leadership sponsor to align strategic customer objectives across varying departments with project execution, and establish best practices, standards, and frameworks for complex projects
- Model effective strategic partnerships with customers, leveraging deep expertise in loyalty program economics, guest behavior, and the marketing technology landscape to guide them toward measurable outcomes
- Establish change management protocols to align with business strategies and effectively guide Implementation team members through periods of change
- Drive the strategy for implementation quality and establish a center of excellence to ensure effective controls are in place to monitor departmental project lifecycle, and provide consistency and predictability in project delivery
- Act as a point of escalation to resolve key issues presented by customers, project managers, and Implementation team members, and work decisively to address known process gaps, owning the design and rollout of scalable solutions and training programs to improve the customer experience and reduce escalations
- Work cross-functionally with Olo leadership at varying levels to translate broader business objectives into Implementation-specific goals and initiatives, including improving implementation velocity
- Partner with departmental leadership and CX Operations to uncover gaps in processes and offer expertise to implement scalable solutions and initiate training opportunities
- Conduct resource planning and collaborate with Implementation leadership to determine proper assignments for all projects, and develop and manage a sophisticated capacity and resource utilization model to ensure the team is staffed effectively, projects are forecasted accurately, and the service delivery function can scale predictably with business growth
- Drive a strategic partnership with Product and Engineering leadership by establishing and leading a formal feedback loop to translate field challenges and customer insights into actionable data that helps inform product roadmap priorities and reduce implementation friction
- Own the talent strategy for their team, and foster a culture of mentorship, creating clear career paths for growth and implementing targeted training to upskill the team
Our take
In recent years, there have been dramatic changes to the way the catering industry operates. The benefits of pandemic-imposed structures, such as digital ordering interfaces and delivery infrastructure, have outlived the reason they were brought on, as many restaurants have found these digital solutions provide both operational efficiency and additional revenue.
Olo provides all-in-one digital ordering and delivery platforms for restaurants, providing software interfaces for digital payments, menus and ordering, in addition to on-demand delivery. The platforms are provided in both mobile and web formats and facilitate both traditional and alternative ordering systems such as at kiosks, drive-thrus, and voice automated ordering. Whilst the company certainly faces competition from the variety of alternative digital ordering platforms for the catering industry, it stands out by providing an all-in-one solution, instead of focussing on just one area.
The company has partnered with catering giants such as Denny's and The Cheesecake Factory, whilst also providing affordable systems for small independent businesses. The latest addition to its offerings is the commercially available "Borderless" functionality, which has the potential to speed up and streamline payment at venues across Olo's network.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2019
$100m
SERIES D
Jan 2019
$18m
EARLY VC
Total funding: $181.3m
Company benefits
- Premium healthcare coverage
- For you and your family
- 20 days PTO, 10 sick days +
- 4 mental health days
- Flex work policy + remote office stipend
- 401(k) Match
- Company Equity
Company HQ
Tribeca, New York, NY
Leadership
Noah Glass
(CEO)Experience as International Expansion Manager of Endeavor Global, Inc. from 2003 to 2005. CEO of GoMobo.com since 2005.
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