Restaurant Operations Team Lead

  • San Francisco, CA
  • Full-time

Company Description

Caviar is changing the way businesses and consumers order food from restaurants. We believe that everyone should have access to the best eateries in their city without any hassles. Want your favorite burger joint, but hate the traffic and long lines? We're a team of passionate foodies solving that exact problem for your home and office. At Caviar, we believe in an environment that allows you to be creative and go beyond the call of duty. We're looking for exceptionally talented individuals who want to learn and grow with the company. Each and every day counts - you'll make a direct impact to the business starting from Day 1.

Job Description

As our business grows, so does the number of restaurant partners we work with. Our restaurants rely on us to grow their online ordering business, meet their operational needs and set them up for success. We are searching for a resourceful and performance-oriented Restaurant Operations Team Lead who will help us solve restaurant needs and support their growth and success on Caviar. This person will manage and coach a team of Restaurants Success Associates who respond to a wide range of day-to-day and long-term operational needs of our restaurants, with the goal of speedy and high quality resolution. In addition, the Team Lead will also ideate, pilot and execute multiple projects aimed at boosting the success of partners on our platform. They will be a strong problem-solver, rolling up their sleeves and working with cross-functional partners to pilot and implement new processes and programs to engage restaurants and grow them on Caviars platform.

You will:

  • Drive high quality outcomes for restaurant partners, iterating on how we measure restaurant success, and identifying, prioritizing and executing on ideas to improve these success measures.

  • Manage a Restaurant support team, coaching team members to ensure high quality and speed of resolution of restaurant-facing issues, and to meet individual and team performance goals.

  • Create, pilot, and scale operational tests, using your resourcefulness, communication and relationship-building skills to share your learnings and drive adoption nationally.

  • Drive greater engagement and satisfaction for Caviars restaurant partners using any and all tools available: scaled communications, incentives, product changes, scrappy pilot programs… and other ideas that youll come up with on the job

  • Distill data using SQL and spreadsheets (Google Sheets/Excel) to design and implement analyses that drive actionable insights

  • Effectively present and communicate analyses to leadership and other stakeholders in order to drive business decisions

 

Qualifications

You have:

  • 4+ years of experience in operations and/or customer-facing roles, preferably in a technology-enabled industry.

  • Experience managing and coaching operational teams to high performance.

  • An entrepreneurial spirit, bias for action, and drive to actualize your ideas.

  • A demonstrated ability to think and act like an owner. You can quickly digest an objective and take ownership over the action items to achieve results.

  • Strong problem-solving skills with keen ability to support decisions with data and customer empathy

  • A highly organized, process-driven approach and experience motivating key stakeholders to work cross-functionally with you.

  • Strong analytical ability, with aptitude in spreadsheets and experience with SQL/data queries

  • A love of amazing food and restaurants, and a strong interest in the on-demand space

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.