Implementation Team Lead F&B

Shiji Group

About The Position

The Implementation Team Lead, F&B (Team Lead) is responsible for the day-to-day leadership and oversight of the F&B Implementation team across the Americas, including Specialists, Senior Specialists, and Consultants. The Team Lead directly manages the F&B implementation team while remaining actively involved in customer projects and implementations. This role is accountable for delivery quality, team development, training enablement, and operational consistency across the F&B implementation projects across the region. The Team Lead actively participates in implementations of varying sizes and complexity, providing hands-on leadership, real-time coaching, and ensuring established standards and processes are consistently applied. Serving as the primary liaison between the field team and the Sr. Implementation Manager, the Team Lead provides technical oversight, reinforces process governance, and drives high-quality outcomes across both standard and complex or enterprise deployments.

Requirements

Minimum five (5) years' experience in hospitality POS or system implementation, including hands-on deployment and configuration expertise.
Proven experience leading and developing teams, including coaching, training enablement, performance accountability, and quality governance.
Strong technical acumen and consultative expertise, with the ability to validate complex system configurations, particularly in enterprise or multi-site environments.
Exceptional written and verbal communication skills, with demonstrated experience collaborating across cross-functional teams.
Ability to manage multiple concurrent projects while maintaining high standards of quality and delivery consistency.

Nice To Haves

Experience supporting enterprise or multi-property hospitality brands, including standardization across multiple locations.
Prior experience designing, delivering, or maintaining formal training programs or certification frameworks in a technical or implementation environment.
Experience partnering with Product or Engineering teams during feature testing or rollout readiness.

Responsibilities

People Leadership, Training & Enablement
Lead onboarding initiatives and ongoing skill development for F&B Implementation team members, ensuring alignment with product knowledge, technical standards, and established implementation processes.
Facilitate knowledge sharing and team collaboration to promote consistent execution of implementation standards.
Develop, maintain, and update standardized internal and external training materials, including certification pathways.
Coordinate and deliver targeted enablement sessions to prepare the team for new product releases, feature enhancements, and integrations.
Provide ongoing training and technical updates to ensure team members remain current on product functionality and deployment standards.
Operational Oversight & Project Delivery
Lead assigned F&B implementations, including billable add-on or enterprise projects, and personally manage a limited number of full installs annually.
Participate in implementations of varying size and complexity to provide hands-on guidance, observe, and ensure quality, while supporting team development.
Collaborate with Project Managers to align on project timelines, milestones, risks, and delivery readiness.
Ensure completion and accuracy of required project documentation, quality assurance validations and formal sign-offs, oversee smooth transitions to post-go-live support.
Enterprise Configuration & Technical Consulting
Serve as the subject matter expert for enterprise and multi-site F&B implementations, providing technical leadership and guidance on complex deployments.
Define, document, and maintain F&B configuration standards, system governance, user roles, menu architecture, and integration requirements for brands or corporate clients.
Ensure property configuration (setup and ongoing) and validation for HQ-level or enterprise systems, in collaboration with Product and Technical Account Management to ensure alignment and accuracy.
Provide technical input to Project Managers on system dependencies, sequencing, and solution design.
Review and validate configuration strategies for brands, large-scale, or strategic projects to ensure compliance with established standards and best practices.
Cross-Functional Collaboration
Partner with Product Management and Solutions to test new features, validate implementation readiness, and support regional rollout activities.
Translate product updates into operational guides, configuration standards, and documentation for field teams.
Participate in internal post-implementation reviews to identify opportunities for enhancement and standardization.
Collaborate closely with Product, Engineering, Support, PMO, and Sales to ensure alignment, effective feedback loops, and readiness for new releases.
Provide field insights to leadership to support ongoing product and process improvements.
Quality Governance & Scorecard Accountability
Own and administer the Quality of Work Scorecard for all implementation team members, including tracking metrics, reviewing results, and providing feedback to drive accountability and improvement.
Conduct periodic audits of implementation deliverables to adherence to documentation standards, established processes, and configuration best practices.
Lead continuous improvement efforts to strengthen consistency, reduce errors, and improve customer adoption success.
Customer Success & Strategic Account Support
Promote high-quality, customer-focused delivery standards across all projects.
Support Project Managers with escalations, mitigating risks, and strengthening post-go-live adoption strategies and stabilization efforts.
Maintain strategic relationships with key accounts or enterprise clients as needed to ensure long-term success.