Senior Director, CX Strategy and Operations - Wonders

About Us: 
Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Wonders, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. 

Wonders has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Wonders with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! Helping Independent Restaurants Thrive.

Position Overview:

As the Senior Director of CX Strategy and Operations, you will be pivotal in shaping and executing our service strategy. This position is ideal for a seasoned professional with relevant experience in the service domain, preferably within a SaaS environment. The successful candidate will lead a high-performing team and collaborate cross-functionally to ensure exceptional service delivery to our clients.

Responsibilities:

Operational Strategy:

• Develop site expansion strategy for the next 2+ years, developing analysis to determine direction for global expansion with an execution plan

Product Development:

• Play a key role in product development by providing user feedback for 0-1 product builds and detailing necessary product functionalities to support Wonders growth and expansion plan

Operational Leadership:

• Provides recommendations and proposals on initiatives that support our strategic direction based on company goals.
• Leads the operations team based in MNL, DGT and DR
• Oversee end-to-end service delivery, ensuring efficiency, quality, and client satisfaction.
• Collaborate with client success, product development, sales, and finance departments to align service operations with overall company objectives.

Budget and Financial Management:

• Develop and manage budgets for the Service Operations department.
• Work closely with the key stakeholders to ensure financial goals are met and identify areas for cost optimization.
• Implement strategies to enhance revenue streams and contribute to overall financial success.

Team Management:

•   Build and lead a high-performance service operations team.
•   Foster a culture of excellence, innovation, and continuous improvement.
•   Develop and implement training programs to enhance the service team's skills.

Managerial Responsibilities:

• Team Building and Development
• Recruit, train, and mentor managers within the service operations team.
• Provide leadership and guidance to managers, fostering their professional growth.

Resource Allocation:

• Optimize resource allocation to ensure effective and efficient service delivery.
• Collaborate with managers to forecast staffing needs and make informed hiring decisions.

Performance Management:

• Implement performance management systems to measure and improve individual and team performance.
• Conduct regular performance reviews and establish development plans for team members.

Collaboration and Communication:

• Work closely with cross-functional teams to ensure seamless collaboration between service operations and other departments.
• Facilitate regular communication channels to exchange insights and improve overall company operations.

Operational Excellence:

• Develop and implement operational processes and best practices to optimize efficiency.
• Utilize data analytics to drive decision-making and improve service delivery metrics.

Requirements:

•  7+ years of experience in service operations, highly preferred from Saas, Technology industry, or Start-Up organization
• Proven track record of successful team leadership & development; Previous experience leading globally dispersed teams highly preferred
• Exceptional strategic thinking and problem solving abilities
• Excellent interpersonal and communication skills (both oral and written)
• Bachelor's Degree in Engineering or other relevant coursework; Masters Degree highly preferred (MBA or Masters in Data Analytics, Systems Engineering)
• Ability sound decisions based on evaluation of available information - data-driven decision making, data savvy

This role is on-site Tuesday through Saturday, midnight to 9am local time.

Last updated: 10 hours ago