Director of US Operations

Revi•San Francisco, CA

20d•$150,000 - $165,000

About The Position

The Revi Mission ð Brick and mortar is not dead but drastically changing, and Revi is leading that change into the future. 31 years ago, Web 1.0 started and it gave people the ability to click hyperlinks and read text. When Web 2.0 came about 10 years later, it revolutionized the world. It allowed people to do things like buy, ship, mail, shop, and more. In the past, doing these things was only reserved for an in-person physical experience, but they can now be done online. That one technological advancement, though simple, changed the world. Now, the internet is so robust that there are things you can do online that you can not do in a physical location. This is the next great shift in the market that Revi is calling Web 3.0. Companies are now trying to bring this digital experience into physical stores in their own siloed ecosystems. For example, Uber brings a simplified way to interact with cabs in the physical world, Bonobos brings a simplified way to interact with their physical retail stores, and the Amazon Go store simplifies purchasing in its physical stores. Revi is looking to bring this way of interacting with physical locations to all consumers, no matter what physical store you walk into. Revi offers businesses an in-store digital platform that allows businesses to build long-lasting relationships with their customers and allows consumers to interact with any business they walk into digitally. Our product is a beautifully designed in-store self-ordering system where consumers can buy, pay, get rewards, and much more. The data collected is leveraged to improve the ordering experience and attract new consumers. With a fresh round of Series A funding from top Silicon Valley seed investors, we are ready to pursue a multi-billion dollar opportunity. It's an excellent time to join becauseð Youâll work as a thought partner directly with the Vice President of Operations and CEO and the executive leadership team. Youâll be joining early to make a significant impact at a marketplace startup that is experiencing rocketship growth. Youâll play a critical role in scaling Revi to the next level, influencing our culture, core values, hiring decisions, and world-class practices and processes. Youâll experience unlimited growth opportunities as the company grows, scales, and matures. Youâll be part of a vision-driven team that works hard, plays hard, and is committed to serving consumers and business partners in our ecosystem. Youâll work with founders and an executive team that have entrepreneurial experience and have helped their companies achieve massive scale. The Revi Role ð©âð» ð¨ð¾âð» As a Director of Operations at Revi, you will have a significant impact on the growth of our business by managing our business partner experience, support, deployment, and retention. You will be responsible for creating and executing programs to successfully build, ship, install, onboard, and drive transactions at our business partnersâ locations while maximizing delight. You will work closely with the leadership team, sales team, and product organization to advance the features, drive growth, and partner satisfaction.

Requirements

5+ years of experience in project management and customer-facing implementation or Success roles; restaurant experience a plus
Relevant experience in customer success, contact center operations, consulting, or operational excellence; including 2+ years in senior leadership roles
Proven track record of success in delivering complex projects, managing a rollout schedule and partnering with external clients to deliver on the promises committed to in the sales process
Considerable knowledge of mechanical/electrical components of Point of Sales and retail kiosk systems, quality control
Have worked with shipping, 3PL, Install and support operations
Knowledgeable in iPad and Android tablets set-up and configuration including MDM
Strong written and verbal communication and presentation skills required
Strong problem solving and technical skills coupled with confident decision making enabling effective solutions leading to high customer success
Ability to detect problems and find solutions accordingly with an eye at anticipating roadblocks
Familiarity with Salesforce

Nice To Haves

Experience supporting SMB & Mid-market customers in Retail/Restaurant and/or e-commerce is a big plus

Responsibilities

Lead the team that manages all activities for all Partners post booking by sales and manage the relationship with the Partners. You will ownâ¦
Creating & executing a detailed onboarding rollout plan and ensuring their rollout stays on track and schedule.
Put together a plan to effectively train business owners on the Revi systems.
Manage Partner relationships and work proactively to deliver an outstanding Partner experience.
Track Partner health to identify growth opportunities, churn risks.
Analyze various Partner issues, and address them in a timely manner.
Deliver against target weekly & monthly KPI metrics such as task completions, Partner retention rate, out-bound call activities, transaction goals, etc.
Maintain high levels of engagement and satisfaction with a focus on loyalty.
Identify Partner challenges within the platform and actively suggest solutions.
Be an advocate for our Partners when suggesting ways to improve functionality of the platform.
Own the strategy to improve key metrics such as TTR, CSAT, NPS, first contact resolution, time to resolution, and average handle time
Creating Partner communication strategy and content
Put together the best in class framework for purchasing, systems set-up, shipping, logistics, and installation of Revi systems. Ensure quality and excellence at every stage of the supply chain and delivery.
Identify and prioritize opportunities to improve Partner experience using a data-driven approach.
Align with Engineering and Product teams to drive growth, implement & improve Analytics, system rules & workflows, and dashboards.
Support in the development of analytical frameworks/KPIs to measure business performance
Work cross-functionally with Sales, Product, and Engineering teams to help execute our strategy
Develop team members to achieve high performance by providing direction, coaching, and mentoring
Foster a Partner Service culture through active engagement, leadership, and a strong sense of accountability within the department