Director of US Operations

Overview

The Revi Mission: Brick and mortar is not dead but drastically changing, and Revi is leading that change into the future. Our in-store digital platform enables businesses to build long-lasting relationships with 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 more. Revi has secured a fresh round of Series A funding and is pursuing a multi-billion dollar opportunity. You’ll work closely with the Vice President of Operations, CEO, and the executive leadership team to help scale Revi and shape our culture, values, hiring decisions, and world-class practices and processes.

What You’ll Do

• Lead the team that manages all activities for Partners post booking by sales and manage the relationship with the Partners.
• Create and execute a detailed onboarding rollout plan and ensure it stays on track and on schedule.
• Develop a plan to train business owners on the Revi systems.
• Manage Partner relationships and proactively deliver an outstanding Partner experience.
• Track Partner health to identify growth opportunities and churn risks.
• Analyze Partner issues and address them in a timely manner.
• Deliver against target weekly and monthly KPI metrics such as task completions, Partner retention rate, outbound call activities, and transaction goals.
• Maintain high levels of engagement and satisfaction with a focus on loyalty.
• Identify Partner challenges within the platform and actively suggest solutions.
• Advocate for Partners when suggesting ways to improve platform functionality.
• Own the strategy to improve metrics such as TTR, CSAT, NPS, first contact resolution, time to resolution, and average handle time.
• Create Partner communication strategy and content.
• Develop a best-in-class framework for purchasing, systems setup, shipping, logistics, and installation of Revi systems, ensuring quality 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 and implement analytics, system rules and workflows, and dashboards.
• Support the development of analytical frameworks and KPIs to measure business performance.
• Work cross-functionally with Sales, Product, and Engineering teams to execute our strategy.
• Develop team members to achieve high performance through direction, coaching, and mentoring.
• Foster a Partner Service culture through active engagement, leadership, and accountability within the department.

What We Expect You’ll Bring To The Role

• 5+ years of experience in project management and customer-facing implementation or success roles; restaurant experience is 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 delivering complex projects, managing rollout schedules, and partnering with external clients to deliver on promises made in the sales process.
• Knowledge of mechanical/electrical components of POS and retail kiosk systems, quality control.
• Experience with shipping, 3PL, installation, and support operations.
• Knowledgeable in iPad and Android tablet setup and configuration including MDM.
• Strong written and verbal communication and presentation skills.
• Strong problem solving and technical skills with confident decision making to enable effective solutions and high customer success.
• Ability to detect problems and find solutions with an eye toward anticipating roadblocks.
• Familiarity with Salesforce.
• Experience supporting SMB & Mid-market customers in Retail/Restaurant and/or e-commerce is a big plus.

Our Values

• ❤️ Heart: A team that is passionate about what they do, with a heart of giving back
• Impact: Being a versatile team player with an innovative mind and a firm backbone to make an impact on everything they touch
• Excellence: A team committed to excellence in all we do, with integrity and supreme service

Perks And Benefits Of Joining The Revi Team

• Equity package
• Competitive salary, bonus
• Professional development
• Excellent and comprehensive health plans (Medical, dental, vision, etc)
• Flexible Vacation Policy, Paid holidays
• Organized volunteer events to give back to our community
• Off-sites, events and happy hours
• 401k

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