Hospitality Operations Manager

Dorsia•New York, NY

8d•$110,000 - $150,000

About The Position

We’re looking for a high-impact Hospitality Operations Manager to lead and scale Dorsia’s global support operations. You’ll own the member and restaurant experience end-to-end, managing a distributed team and building the infrastructure that ensures seamless, high-touch service at scale. This is a player-coach role that blends strategic architecture and hands-on leadership – setting standards, solving complex service issues, and partnering cross-functionally to reduce friction across the Dorsia ecosystem. The ideal candidate brings strong operations expertise, a customer-centric mindset, and a bias toward systems, automation, and continuous improvement.

Requirements

6+ years of experience in Customer Experience, Support Ops, Strategy, or Workforce Management—ideally in high-touch, fast-paced environments.
Proven people leadership experience, including managing distributed or offshore teams.
Experience scaling processes and operations in a 24/7 or global support context.
Strong operational and systems thinking skills to design processes that scale while also solving day-to-day problems.
Hands-on experience with Intercom, Retool, Zapier, Airtable, Notion, or similar tools; excitement about automation and AI-enabled operations.
Strong analytical and data-driven mindset, and comfort working cross-functionally with Product, Engineering, and Finance to track and improve performance metrics.
Passion for hospitality, operational excellence, and building tech-enabled experiences.

Responsibilities

Build a World-Class Ops Strategy: Develop and lead the operations strategy for a complex supply–demand platform by building scalable processes and frameworks that support Dorsia’s growth across new markets and verticals.
Lead End-to-End Ops Enablement: Make operations smarter, faster, more consistent, and more scalable by analyzing and optimizing existing operational workflows.
Own the Member Experience Playbook - Partner with our Membership team to define and evolve the standards for member and restaurant interactions—tone, resolution paths, escalation protocols, and more.
Lead Global Support - Manage our Hospitality Analysts team, including offshore operations in the Philippines, with a strong hospitality-first mindset.
Be a Player-Coach - Jump in on key member or restaurant issues when needed, while building up the team’s training, quality, and performance frameworks.
Workforce & Capacity Planning - Forecast volume, schedule shifts across US, EU, and APAC, and ensure 24/7 coverage through effective workforce management.
Design Internal Tools - Build and maintain workflows in Retool, Intercom, Airtable, Zapier, and Notion. Continuously streamline operations through automation.
Partner Cross-Functionally - Work with Marketing, Business, Product, and Engineering to identify high-volume support issues and help eliminate them by productizing the solutions.
Leverage AI - Drive experimentation and implementation of AI tools to automate repetitive tasks and scale service quality without scaling headcount.
Measure & Improve - Set and manage SLAs, CSAT/NPS, ticket deflection, and other KPIs. Constantly raise the bar on performance and efficiency.