Full-Time Director of Customer Implementation

Our Company86 Repairs is transforming a huge, overlooked problem in restaurants: getting things fixed. While other parts of the industry have evolved, repairs and maintenance (R&M) has kept the status quo. 86 launched an R&M management platform built for the restaurant industry in 2018. Our tech-enabled solution includes on-demand repair management and preventative maintenance.

With 86 Repairs, restaurants can access data-driven insights and 24/7 support to control their facilities, reduce their R&M costs, and spend less of their team's time on equipment repairs.

Role Summary We’re a fast-growing tech startup and are looking for a talented person to lead our Implementation team. Implementation includes both the Onboarding and Vendor Success teams (about 10 team members total). Onboarding works directly with our customers to launch them on 86’s proprietary tech-enabled service; Vendor Success onboards our preferred vendor networks.

Qualifications

• 5+ years of experience in a leadership role, relevant experience in operations, implementation, or a related field.
• 2+ years of customer onboarding experience.
• Proven track record of establishing systems and processes.
• Strong analytical and problem-solving skills.
• Proven success in driving performance and results through others.
• Ability to work independently and as part of a team.
• Experience leading and coaching teams up to the manager level.
• Strong communication and interpersonal skills.
• Experience working in marketplaces with vendors or in procurement.
• (Highly desirable) Knowledge of restaurants, repair and maintenance, establishing a new category and start-ups.
• (Highly desirable) Experience scaling a complex customer onboarding process at a SaaS and/or services company.

Key Responsibilities:

• Lead a team of ‘makers’ up to and including the manager level.
• Escalation point for difficult vendor/customer relationships.
• Ownership of key post-onboarding customer experience projects.
• Conduit of information from Senior Leadership to the team.
• Leverage subject matter expertise to drive team performance.
• Run process improvement projects for scalable onboarding/vendor success programs.
• Lead performance management efforts.
• Set strategy/tone for the team and produce results.
• Forecast future risks/opportunities, working with SLT.

Compensation & Benefits:

Salary range: $110,000-$140,000; variable compensation package available.

Interview Process:

• Phone Chat (30 minutes)
• Video Screen (45 minutes)
• Deep Skill Assessment (90 minutes)
• Executive Meeting (30 minutes)

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