Director of Operator Experience

Director of Operator Experience (Remote)

Location: Remote United States

Hi there! We’re PAR and our purpose is:

To deliver solutions that connect people to the restaurants, meals and moments they love.

We take that responsibility very seriously. As a leading provider of technology to the top restaurant brands in the world we’re calling all rebels, instigators, idealists and builders to join our constantly growing team!

PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These solutions are used to serve tens of millions of guests every day in over 120 countries.

Our mission is to build the number one restaurant technology company in the world and we’re off to great start.

We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet!

Position Description

The Director of Operator Experience is responsible for developing actionable strategies and plans to drive customer success during the delivery and support of PAR solutions. In coordination with the operations leadership team, customer success, and product management organizations, this role works to ensure PAR is providing the best experience possible to our customers at the brand, operator, and partner level through experience design and communication strategy and execution.

This role establishes proactive customer outreach plans based on feedback collected and assessment performance, determining priority and ROI of options based on impact. In addition, this role is instrumental in root cause problem solving analysis, solutions development, and execution within our service delivery and customer service operations. This individual will assume leadership responsibilities in driving cross-functional impact with internal and external partners.

What We’re Looking For

• Bachelor’s degree and/or 7-10 years of experience in leadership positions, preferably in restaurant space with franchisee environment.
• Excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders at all levels across the company to manage, inform and influence outcomes.
• Experience leading and motivating a matrixed and cross-functional team with success in influencing others outside of direct reporting relationship.
• Experience with scoping projects and program improvements through designing solutions focused on the customer’s feedback.
• Seeks out, leverages and incorporates diverse perspectives; identifies new ways to approach a problem; an excellent listener who gathers data and feedback for consideration as an integral and key part of decision making.

Why We Need You

• Works with Operations leaders to improve SOPs and solution delivery tactics to better serve our customers and drive CSAT across the customer journey.
• Identify improvements to SOPs and communication strategies to optimize internal projects and drive customer sentiment.
• Understand root causes of customer needs and find ways to proactively solve these issues before they occur, building empathy and passion for the client/partner experience through partnership with Product and Engineering.
• Assess current SOPs and identify key opportunities for improvement; work closely with the Operations leadership team to address potential strategic, tactical, and operating issues.
• Builds strong, credible relationships with customers through frequent, proactive, honest and informative interactions.
• Facilitates successful achievement of business goals by developing action plans, offering meaningful recommendations and providing results-oriented feedback.
• Viewed by PAR operations team as invaluable resource while exceeding company goals, upholding PAR values and operational quality standards and supporting customer goals.
• Drive operational move towards Unified Commerce by working closely with the Head of Operations and scoping out, and delivering on, a more unified customer experience in the near-term.
• Drive increased connectivity between Brink Operations and Brink P&T, including by making P&T aware of, and accountable to, key measures of success for PAR and our customers.

The base salary range for this position is $145,000 to $160,000 USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor’s website.