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Manager, Implementation Technicians

| Austin

Manager, Implementation Technicians  


Job Overview:  


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.  


Job Requirements:  

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%.  


Skills needed:  

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  

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDatabases
    • S3Databases


Our office overlooks the 360/Pennybacker Bridge in scenic Northwest Austin. From our rooftop deck you can see Lake Austin and beautiful downtown.
Employees say you'll join HotSchedules for the tech and stay for the people

An Insider's view of HotSchedules

What are some social events your company does?

We have Culture Day, where everyone cooks something to eat and drink from different cultures, we also build out a booth and dress like that culture. Then we give everyone a passport that has to be stamped at all the different cultures. It's so fun and our teams really get into it, even making up cultures like The Shire and StarWars.


Sr. Technical Recruiter

What does your typical day look like?

Write some code for a new feature, bug fix, or dev/test tool. Attend a daily stand-up meeting. Sometimes attend a meeting or two. Review code pull requests. Answer questions and help somebody else out with a problem. Oh, and I open a lot of doors on the way to my desk in the morning!


Software Engineer

What makes someone successful on your team?

To be successful at HotSchedules, you have to have an open mind, be self-driven, and willing to go the extra mile. Humility I think is what measures my success. Being able to own your mistakes, figuring out what you can do to improve yourself, and do it.


Project Manager

What kinds of technical challenges do you and your team face?

Every customer is unique and requires their own set of solutions to a wide range of challenges. No two days are alike. I love hearing about these challenges directly from our customers and diving deep to help them find the best path forward.


Solutions Architect

What are HotSchedules Perks + Benefits

Volunteer in local community
We give everyone 4 community service days per year to go and give back to the charity of their choice. We also have one day that we close the entire company down and give back together as a company.
Friends outside of work
Eat lunch together
Intracompany committees
We have a team that is responsible for our office culture. It's called the Torch Team. They plan all of our fun events throughout the year.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $3500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
3 different health insurance plans from United Healthcare. The HDHP premium is covered by the company for you and very small cost for dependents.
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
We match .50 on the 1.00 up to 6%, so if you put in 6%, we'll match 3%.
Performance Bonus
We have an annual cash bonus that is based on both company and individual performance.
Child Care & Parental Leave Benefits
Generous Parental Leave
HotSchedules offers 2 weeks of maternity and paternity leave.
Flexible Work Schedule
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
We give everyone 4 community service days per year to go and give back to their favorite charity.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Acme Co. hosts company outings Quarterly.
Game Room
Pool table, foosball table, ping pong table, Xbox and PlayStation.
Stocked Kitchen
Some Meals Provided
We cater in lunch every other Friday.
Happy Hours
We have free covered parking for everyone.
Fitness Subsidies
We actually have a free gym onsite.
Professional Development Benefits
Diversity Program
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Beautiful 2222/360 location with rooftop deck and outdoor patio.

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