VP, Customer Strategy & Operations

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

As Vice President of Customer Strategy and Operations, you will work hand in hand and report directly to the Chief Customer Officer (CCO).  As a trusted partner and advisor, this role will support the CCO both strategically and operationally ensuring an operational rigor and rhythm for the CS organization, including programs, metrics, systems, and technologies. The role will develop and drive strategic priorities that support and drive execution of initiatives that impact the business. This role requires leadership experience in cross-functional and collaborative work environments to ensure success in this dynamic, high-impact position, including managing a team of operational resources that will support the day-to-day business.  

Because of our rapid growth and entrepreneurial culture, you will need to be highly adaptable, an assertive thinker and demonstrate high levels of ownership. This role requires being proactive and anticipating, recommending and influencing capabilities. The ability to collaborate, influence, consult, and communicate effectively, both verbal and written, is critical to success.  

• Strategic Planning: Reshape the CS strategic business planning process in support of our transformation and that of our customers and partners. Lead initiatives and work with the CS leadership team to support and inform decisions related to annual planning, investment strategy, program management and key initiatives that enable insights and decision-making velocity. Track progress against execution of key strategic goals and keep the leadership team aligned to these. 

• Scale Business Operations: Identify, map and support the implementation and management of processes and systems to drive better scale for CS business operations. Partner with other members of the CS leadership team to set and lead priorities, proactively suggest, define, launch, and drive operational initiatives. Lead cross-functional initiatives across multiple business functions to solve for these identified opportunities (IT/Systems, Product and/or Finance) - communicate progress, identify potential roadblocks and align on follow-on actions needed to ensure execution of established priorities.

• Reporting and Insights: Put in a strategy for assessing and articulating CS performance and results. Work with the leaders to align on the business metrics that matter. Develop CS performance dashboards, coordinate reporting of metrics and analytics, review and analyze data to identify trends and recommend solutions to drive higher impact. 

• Services Product Management: Together with the services and support leaders, establish a services product management function that develops, launches and manages key service and support offerings that offer customers the capabilities required to be successful with R365 applications. Partnering with Marketing and enablement to ensure field and customer readiness. 

• Proxy Representative: Attend and take part in meetings when CCO is unavailable; help progress decision making and call-to-action; report back when acting as a proxy, action follow-ups; anticipate areas where CS could provide value; anticipate the need for information to be collected from other functions.

• Strategy, Design and Running of Meeting Cadences: drive CS leadership team weekly meetings, All-Hands, QBR’s; lead staff meetings, and strategy sessions; work across teams to drive preparation for and lead quarterly operating review meetings (e.g., QBR, etc.); put in place a Comms- change strategy for CS – internal and external comms; CS newsletters, key announcements to CS teams and sales ecosystem. Work closely with internal communications and marketing to ensure execution; support with executive communication.

• Budget Planning and Management: Partner with finance and CS leadership on operating budget planning across the organization. 

• Team Leadership: Lead a team of operations resources; offering a supportive and rigorous environment for success.   

• 10+ years of GTM operations business experience. 

• 5+ years of experience in project and/or program management. 

• Demonstrated senior-level leadership experience in business strategy, operations, and leading change at scale.  Prior experience as Chief of Staff, Strategic Advisor, or GTM operations leader preferred. 

• Demonstrated success defining and implementing new-state strategies and programs. 

• Consistent record of accomplishment of delivering results with large-scale, cross-functional projects and leading multiple complex projects simultaneously. 

• Demonstrated leadership in driving senior- level cross-functional operational planning and business reviews that are effective in managing execution to plans.  

• Ability to influence at all levels including senior exec-level decision making. 

• Strategic thinking ability to connect the dots across teams, insights, and initiatives. 

• Exceptional leadership and people management skills, with the ability to inspire, mentor, and develop high-performance teams. 

• Ability to build trust with senior leaders, external partners, and staff at all levels. 

• Confidence to challenge others on important issues and provide reasons and solutions.  

• High tolerance for ambiguity and the ability to create structure and execution plans where there were none while working in a fast-paced environment. 

• Proven strong EQ, positive energy, and organization savviness. 

• Excellent communicator, networker and relationship builder. 

• Strong quantitative skills combined with great attention to detail. 

• Ability to prioritize multiple time-sensitive workstreams and manage sensitive information with discretion. 

• A can-do positive and proactive attitude and enthusiasm for Restaurant365’s mission. 

• This position has a salary range of $196,000 - $255,000 / year. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.