Assistant Manager for restaurant operations at L’Osteria, leading team and ensuring smooth service delivery. Responsibilities include staff training, inventory control, and operational efficiency.
About the role
- Manager overseeing selection and optimization of tech stack in customer experience operations. Leading global systems strategy and implementation across diverse regions and processes.
Responsibilities
- Own the CX tech stack (e.g., Kantata, Gainsight, Service Cloud, AI Chatbots) and how it integrates with other corporate tools.
- Develop a multi-year roadmap that aligns with global business scaling.
- Lead the selection, implementation, configuration, and ongoing governance of all CX systems and tools.
- Conduct audits of existing workflows.
- Identify bottlenecks in ticket routing, escalation paths, and internal handoffs to improve Efficiency (AHT) and Quality (CSAT).
- Identify opportunities to introduce and implement AI in workflows.
- Harmonize processes across diverse regions (AMER, EMEA, APAC) while respecting local nuances and regulatory requirements.
- Act as the primary liaison between CX, DX, IT, Product, and Engineering.
- Lead the rollout of new tools and process updates.
- Ensure the CX systems capture clean, actionable data.
- Support the consolidation of redundant platforms.
- Support the build of scalable, global customer and internal workflows.
Requirements
- 2+ years of leadership in CX Operations, Sales Ops, or BizOps with a focus on SaaS.
- Bachelor's degree in business administration, business operations, or a related field.
- MBA or equivalent experience is a plus.
- Deep understanding of the Customer Success/Post-Sales motions, including renewal management, customer segmentation, health scoring, and value realization.
- Expert-level knowledge of CRM architecture (Salesforce and integrations).
- Experience with PSA and Customer Success Tools.
- Exceptional analytical and quantitative skills, with a proven ability to translate complex data into clear, actionable business strategies.
- Ability to translate process or systems issues into technical requirements and functional workflows.
- Demonstrated experience leading systems/operations teams and managing executive-level stakeholder relationships.
- Excellent verbal and written communication skills, with the ability to articulate complex operational concepts to both technical and non-technical audiences.
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Tax savings plans for health, dependent care and commuter expenses
- Paid Parental Leave
- Employee Stock Purchase Plan
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