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Implementation Specialist, Menu



New York, NY, USA · Remote
Posted on Tuesday, July 9, 2024
At Olo we develop an online food ordering platform used by many of the country's largest restaurant chains, reaching millions of consumers. Chances are if you've ordered directly from a restaurant brand's app or website, we've made that happen.
As Implementation Specialist, you will play a crucial role on Olo’s Customer Experience Team by working directly with our customers to provide expert-level support. At the core of all Olo brands is their menu, so you will partner closely with brands to configure menus that promote a smooth customer experience while maintaining operational efficiency for store employees.
Reporting to the Technical Implementation Team Lead, you will work with our customers to understand their unique goals and business processes, and provide expert knowledge to help our clients, and Olo, evolve. We are looking for someone who is driven to find creative solutions for our customers, focused on providing great hospitality, and constantly strives to improve our product and processes.
You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

What You'll Do

  • Serve as a knowledge expert for specific areas of Olo's platform and how they relate to menu management.
  • Provide ongoing support and engagement to customers as they adopt and use Olo menu tools, and manage their online menu.
  • Use analytical skills to understand Olo's developing product offerings as they relate to our customers’ dynamic business and technology needs.
  • Work closely with our product team to advocate for new product feature requests and ensure customer feedback is incorporated into roadmap development decisions.
  • Understand each customer’s organizational dynamics and engage with decision makers to discover core initiatives, and help customers achieve goals by leveraging Olo’s suite of products and services.
  • Liaise between customer, internal departments, and partners to provide clear and accurate program guidance for customers, and outline creative solutions to presented problems.
  • Report bugs to Olo’s Engineering team to resolve customer issues as soon as possible.
  • Execute internal-facing and customer-facing documentation to provide training and communicate product enhancements on a regular basis.

What We'll Expect From You

  • 1+ years experience managing midsize enterprise customers or relevant project management work.
  • Avid interest in the restaurant technology industry and customer service.
  • Passion for creating an excellent customer experience and a strong interest in advocating for clients.
  • Strong project management skills and experience leveraging internal resources and external stakeholders to execute against deadlines.
  • Ability to clearly and tactfully articulate problems and resolutions.
  • Ability to adapt to evolving products as you contribute to their performance and efficacy.
  • Excel knowledge to easily manage vast amounts of data.
  • Ability to work independently when needed, as well as collaborate across multiple teams.
  • Top-notch communication, writing and presentation skills, and the ability to educate clients on operational best practices to increase program performance.
  • Ability to provide feedback on internal processes and best practices to continually improve the customer experience.
  • Legally able to work in the United States.
About Olo
Olo is the engine of hospitality powering the restaurant industry's digital transformation. As a leading open SaaS platform, we enable over 700 restaurant brands to jointly reach 85 million connected guests across approximately 80,000 locations. More than two million orders per day run on Olo's platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com.
We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, on the 82nd floor of One World Trade Center.
We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays, plus year-end closure, health, dental, and vision coverage for yourself and your family, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!
Our best estimate of the compensation range for this opportunity is $54,668-$78,377 annually, depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.