Manager, Implementation Technicians
Manager, Implementation Technicians
The HotSchedules Manager of Implementation Technicians leads the Implementation Technicians team ensuring they meet all basic job function criteria, proper use of systems, and successful rollout with clients. This leader must unconditionally drive excellence and quality with all implementation and training procedures executed by the team. Further responsibilities include communicating and training the team on new releases/organizational updates and assessing departmental procedures, ensuring the team sustains the thresholds for all key performance indicators, and maintain professionalism in all interactions. You are encouraged to explore innovative ideas that raise the level of service HotSchedules provides.
Manage team allocation by ensuring that each team member has a manageable workload and reallocating resources as needed. Monitoring and managing team headcount to functional budget.
Establish clearly defined goals, objectives, responsibilities, competencies and development plans for each member on the team.
Hold each team member accountable to their individual goals and KPIs.
Build upon and maintain a “know to grow” tech certification program, working with the Sr. Director of Training & Implementation and HR on career growth & compensation incentives.
Coach, mentor and develop leads and team members.
Ensure team members are appropriately trained to handle day to day activities.
Conduct regular call & ticket audits to ensure customer service quality and ticket integrity.
Provide coaching and performance feedback through one-on-one meetings, staff meetings and other communication as appropriate.
Maintain an Implementation Tech Playbook to accurately document the team’s processes & procedures.
Prepare and deliver written team member performance reviews in accordance with company policy.
Manage day to day team member issues and conflict resolution.
Hire and retain top talent.
Assist with new business pursuit teams by partnering with the Sales organization in RFP response creation and designing custom enterprise implementation efforts.
Work closely with other team members on various projects and initiatives.
Develop relationships across the organization and listen to the needs of internal and external customers.
Cultivate open communication with customers, and business partners in an effort to identify opportunities to improve processes and methodologies
Manage relationship with senior client contacts and other leadership to provide key leadership and oversight to large client implementations.
Provide leadership to multiple implementations and facilitate the cross project / cross functional team to develop and implement solutions to address our clients' requirements.
Develop and maintain strong working relationships with department leadership by ensuring that post implementation transitions are smooth and successful.
Communicate client requirements and/or schedules to internal staff in a timely and executable manner to promote optimum cost efficiency and a smooth deployment of HotSchedules.
Properly manage and pro-actively identify escalations of customer cases that come up during deployment.
Accumulate and summarize any HotSchedules features the team may need to be more efficient and drive them into production.
Ability to travel up to 25%.
Previous software implementation experience is required.
Restaurant Industry experience is preferred.
Candidates should have 5+ years business experience, with some experience leading teams.
Solid PC skills including usage of the full MS Office Suite/Google Apps is required.
Experience presenting to a variety of levels including senior management is required.
Strong Leadership, customer service and accountability skills including the ability to manage different personalities.
Able to multitask while working independently and efficiently to meet given deadlines
Have the ability to promptly answer client related email, phone calls, and other electronic communications
Be self-motivated, detail-oriented, and organized
Excellent communication skills (oral & written)
Must have a strong team attitude and be well spoken, outgoing, dependable, and flexible