Strategic Operations Lead

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.

Tarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In's top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here

We are seeking a high-potential Bilingual (Mandarin/English) Strategic Operations Lead who defies the status quo and is ready to transition from pure operations into a strategic leadership role. This is not a standard BPO team lead/supervisory role where you simply monitor queues.

This is a unique opportunity where you will spend ~50% of your time leading the floor (e.g., floor support, QA, coaching, hiring, etc.) and another ~50% on identifying improvement opportunities (e.g., team performance monitoring, reporting, and "special projects", etc.)

• Lead a high-performing team: You will manage, coach, and "uplevel" a team of 10-15 Client Operations Support (COS) specialists, ensuring they consistently meet and exceed KPIs to deliver exceptional experiences for our clients.

• Own and drive team performance: You will prepare and present regular reports on team performance, challenges, and mitigation plans to the leadership team.
  

• Build future leaders: You will be responsible for hiring and coaching new team members, inspiring and mentoring them to stay motivated, resilient, and focused on achieving goals, even under challenging circumstances.
  

• Act as an essential feedback loop: You will act as the strategic bridge between our clients and our builders. You will get to work directly with Product and Engineering to find the root cause of client issues. Using your experience from the frontline, you will help fix broken processes and stop the same problems from happening again
  

• Strive for operational excellence: You will be involved in identifying inefficiencies and help streamlining our support workflows. You will have the opportunity to design and implement new processes to enhance accuracy and speed.

Deliverable 1: Leading by example

• Able to complete and master required trainings within 1 month of joining

• Consistently achieving both qualifiers and performance metrics

Deliverable 2: Team transformation

• Ensure 80% of your team meets qualifier KPIs and metrics for their respective tenure by coaching underperformers and hiring "bar-raising" talent.

• Successfully hire 2-5 team members that passes required trainings, meeting qualifier KPIs and metrics

Deliverable 3: Strategic impact

• Successfully contribute and execute 2 major process improvements (e.g., simplifying complex workflows, etc.) that permanently resolve a recurring client issue or reduce contact volume.

• You are bilingually fluent: You possess native or native proficiency in Mandarin and English, and is capable of writing nuanced business documents in English

• You are a writer: You thrive in a writing culture (e.g., Amazon/Stripe style). You can distill complex problems into concise, 1-2 page narrative memos without hiding behind bullet points or PowerPoint slides

• You have "grit" & stamina: You are willing to commit to a permanent night shift (US Hours) and possess the energy to lead a team and drive strategy during these hours without compromising cognitive performance.

• You are a proven leader: You have years of operations experience that includes direct people management, demonstrating a track record of having difficult conversations and improving team metrics.

• You are analytical: You don't wait for reports; you find answers. You are comfortable with ambiguity and constant changes and is able to use Excel/necessary tools to dig into data and prove your hypotheses.

• Raw Intelligence: A track record of academic excellence (High CGPA) or rapid career advancement that demonstrates the ability to learn complex systems quickly.

• Startup DNA: Experience in a high-growth tech startup or a company with a known "writing culture" (e.g., Amazon, Stripe, Uber).

• Problem Solving: A portfolio of "unsolvable" problems you have solved through creative process engineering.

If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply

Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.