Implementation Team Lead, Order Operations

NYC or Remote

Full Time Senior-level / Expert
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Olo

Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand’s own website or app, third party...

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We are looking for a customer success and project management enthusiast to join the Customer Success team as an Implementation Specialist focusing on our Order Operations features and tools. You will begin by focusing on the implementations of these features, and work to scale this team's impact across our customers.
The Technical Specialist plays a crucial role within Olo’s Customer Success Team by working directly with our customers to provide expert-level service while supporting our internal teams. Reporting to the Order Transmission Technical Specialist Associate Director, a successful Specialist will work with our internal team members to build out scalable, effective processes that result in a world-class implementation for our customers.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC on the 82nd floor of One World Trade Center.

What You'll Do

  • Guide Olo customers in the implementation of order operations features by providing best operational practices and expert guidance
  • Train our various Customer Success teams to be knowledgeable about Order Operations as their role requires and build ongoing training documentation
  • Build and manage the Order Operations specialist group
  • Understand Olo's developing product offerings as they relate to our customers' dynamic business and technology needs
  • Understand each customer's organizational dynamics and engage with decision makers to discover core projects; help customers excel using Olo's suite of products
  • Liaise between customer, internal departments, and partners to provide clear and accurate program guidance for customers
  • Report bugs to Olo's engineering teams and work with those teams to urgently resolve customer issues
  • Provide feedback and establish internal processes and best practices to improve the customer experience through continued iteration of all documentation

What We'll Expect From You

  • Bachelor's degree or equivalent work experience
  • 5+ years experience managing clients or relevant project management work
  • Experience building, scaling, and continued successful implementation of new products and features
  • Management experience
  • Passion for creating an excellent customer experience and an interest in advocating for clients
  • Excellent project management experience
  • Avid interest in the restaurant technology industry
  • Outstanding ability to thoughtfully explain problems and resolutions
  • Legally able to work in the United States
About Olo
Olo is a leading on-demand commerce platform powering the restaurant industry’s digital transformation. Millions of orders per day run on Olo’s enterprise SaaS engine, enabling brands to maximize the convergence of digital and brick-and-mortar operations. The Olo platform provides the infrastructure to capture demand and manage consumer orders from every channel. With integrations to over 100 technology partners, Olo customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. Over 500 restaurant brands use Olo to grow digital sales, maximize profitability, and preserve direct consumer relationships. Learn more at olo.com.
Olo's headquarters is located on the 82nd floor of One World Trade Center. In addition to our NYC cohort, over 75% of our team works remotely across the U.S. We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, a 401k match,  company equity, a generous parental leave plan, and perks like team events. Check out our culture map: https://www.olo.com/images/culture.jpg.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are underrepresented across the tech sector and we are committed to doing our part to move the needle.
Olo is an equal opportunity employer and diversity is valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.
If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!
Job region(s): North America
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