Senior Program Manager
The Senior Program Manager will oversee the end-to-end process and operations for our Customer Success teams, which includes
Onboarding, Customer Success, Account Coordinators, Dispatch, Help Center, and IKB maintenance.
This role involves developing new processes, implementing systems, and maintaining and improving current processes to ensure the optimal
output for both the end customer and the internal CS teams. The Senior Program Manager will work closely with CS leadership to support
their teams and goals, ensuring that all teams have the necessary support to succeed.
WHO YOU WILL WORK WITH
This role will collaborate closely with CS Leadership, CS Team Members, as well as cross-functionally with the Product, Sales, and Marketing
Teams.
WHAT YOU WILL DO
Develop and maintain processes for Account Coordinators and Dispatch teams
Ensure efficient management of Account Coordinators, Dispatch, Help Center
Maintain and improve the Help Center and Internal Knowledge Base (IKB)
Responsible for phone maintenance and providing assistance as needed
Create and manage processes for project management and internal tool/platform onboarding
Oversee the implementation of phone system maintenance
Management of CS project documentation and meetings
WHAT YOU WILL BRING
Strong technical problem-solving skills
Exceptional project management abilities
Analytical mindset with a focus on process improvement
Passion for the restaurant industry
Ability to manage multiple teams and initiatives effectively
Leadership skills to effectively manage a team, initiatives, and collaboration with leaders
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