Manager, Installation

Reporting to the Director, Professional Services, you will be responsible for overseeing and owning the product installation process, taking accountability for team performance and customer health as measured by team productivity, product adoption, and customer satisfaction. As a leader, you will foster a high-performance culture by creating an environment of open communication and continuous improvement. **What You'll Do** - Manage a team Product Install Technicians, optimizing results through effective performance management coaching (including but not limited to 1:1s, "real time" coaching, call shadowing, and career planning) - Create and encourage feedback loops to help amplify the customer voice and create an environment rooted in empathy - Work closely with leadership and cross-functional teams to evaluate existing processes, tools, and hardware mix. Act as an expert and as an owner by providing informed, data-driven recommendations for change and innovation - Collaborate cross-functionally to evaluate and refine the end-to-end hardware and software installation journey, identifying friction points, implementing data-driven process improvements, and creating scalable resources to ensure consistent, efficient, and customer-focused installations - Collaborate with PS leadership to develop better handoffs, processes and educational resources that facilitate positive customer experiences and reduce the risk of early life churn and post-onboarding support contact volume - Use data to identify roadblocks that are impacting the productivity of the team and employ effective root cause analysis to inform solutions through coaching, tooling, and cross-functional collaboration - Take ownership of customer escalations, including the development of effective remediation plans and retrospective reports - Maintain appropriate staffing ratios to meet demand, hiring and training new employees where required **What You Bring** - You have 2-3 years of demonstrated experience as a people leader with a proven track record of building positive team culture, motivating our team & customers to achieve success. - You have 5+ years demonstrated experience installing and/or supporting networking hardware and software. - You are highly curious - a critical thinker with the ability to think big while managing the details; you can see the big picture, but are also laser-focused on delivery and execution - You possess strong technical acumen and have the ability to develop and deliver tailored messages that convey a clear understanding of the unique needs of different audiences - You are able to analyze operational data to identify and execute on process improvements - effective root cause analysis skills are essential to success in this role - You have experience managing ambiguity while driving results - you operate effectively even when the path forward is not clear, and you hold yourself and others accountable to end results - You are excited about TouchBistro's vision: we make lives better by reinventing the restaurant experience Nice to Have - Knowledge of POS for restaurants or experience in the restaurant industry is a strong asset **What We Offer** At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful. - The Perks:_ - Generous Time Off Program - Health, Dental, and Vision Benefits - Flexible Health and Wellness Plan - Parental Leave & top up - Employee Assistance Program - Professional Development - Volunteer Program - Monthly Lunches **About TouchBistro** TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren't. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience. - TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process._