Director of US Operations185 Clara St San Francisco, CALeadership - Operations /Full Time /HybridApply for this jobThe Revi Mission Brick and mortar is not dead but drastically changing, and Revi is leading thatchange into the future. 31 years ago, Web 1.0 started and it gave people the ability toclick hyperlinks and read text. When Web 2.0 came about 10 years later, itrevolutionized the world. It allowed people to do things like buy, ship, mail, shop, andmore.In the past, doing these things was only reserved for an in-person physicalexperience, but they can now be done online. That one technological advancement,though simple, changed the world. Now, the internet is so robust that there are thingsyou can do online that you can not do in a physical location. This is the next greatshift in the market that Revi is calling Web 3.0.Companies are now trying to bring this digital experience into physical stores in theirown siloed ecosystems. For example, Uber brings a simplified way to interact withcabs in the physical world, Bonobos brings a simplified way to interact with theirphysical retail stores, and the Amazon Go store simplifies purchasing in its physicalstores. Revi is looking to bring this way of interacting with physical locations to allconsumers, no matter what physical store you walk into.Revi offers businesses an in-store digital platform that allows businesses to buildlong-lasting relationships with their customers and allows consumers to interact withany business they walk into digitally. Our product is a beautifully designed in-storeself-ordering system where consumers can buy, pay, get rewards, and much more.The data collected is leveraged to improve the ordering experience and attract newconsumers. With a fresh round of Series A funding from top Silicon Valley seedinvestors, we are ready to pursue a multi-billion dollar opportunity.It's an excellent time to join becauseYou'll work as a thought partner directly with the Vice President of Operations andCEO and the executive leadership team. You'll be joining early to make a significantimpact at a marketplace startup that is experiencing rocketship growth. You'll play acritical role in scaling Revi to the next level, influencing our culture, core values, hiringdecisions, and world-class practices and processes. You'll experience unlimitedgrowth opportunities as the company grows, scales, and matures. You'll be part of avision-driven team that works hard, plays hard, and is committed to servingconsumers and business partners in our ecosystem. You'll work with founders and anexecutive team that have entrepreneurial experience and have helped theircompanies achieve massive scale.The Revi Role As a Director of Operations at Revi, you will have a significant impact on the growthof our business by managing our business partner experience, support, deployment,and retention. You will be responsible for creating and executing programs tosuccessfully build, ship, install, onboard, and drive transactions at our businesspartners' locations while maximizing delight. You will work closely with the leadershipteam, sales team, and product organization to advance the features, drive growth,and partner satisfaction.What you'll do ️Lead the team that manages all activities for all Partners post booking by sales and manage the relationship with the Partners. You will own…Creating & executing a detailed onboarding rollout plan and ensuring their rollout stays on track and schedule.Put together a plan to effectively train business owners on the Revi systems.Manage Partner relationships and work proactively to deliver an outstanding Partner experience.Track Partner health to identify growth opportunities, churn risks.Analyze various Partner issues, and address them in a timely manner.Deliver against target weekly & monthly KPI metrics such as task completions, Partner retention rate, out-bound call activities, transaction goals, etc.Maintain high levels of engagement and satisfaction with a focus on loyalty.Identify Partner challenges within the platform and actively suggest solutions.Be an advocate for our Partners when suggesting ways to improve functionality of the platform.Own the strategy to improve key metrics such as TTR, CSAT, NPS, first contact resolution, time to resolution, and average handle timeCreating Partner communication strategy and contentPut together the best in class framework for purchasing, systems set-up, shipping, logistics, and installation of Revi systems. Ensure quality and excellence 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, implement & improve Analytics, system rules & workflows, and dashboards.Support in the development of analytical frameworks/KPIs to measure business performanceWork cross-functionally with Sales, Product, and Engineering teams to help execute our strategyDevelop team members to achieve high performance by providing direction, coaching, and mentoringFoster a Partner Service culture through active engagement, leadership, and a strong sense of accountability within the departmentWhat we expect you'll bring to the role 5+ years of experience in project management and customer-facing implementation or Success roles; restaurant experience a plusRelevant experience in customer success, contact center operations, consulting, or operational excellence; including 2+ years in senior leadership rolesProven track record of success in delivering complex projects, managing a rollout schedule and partnering with external clients to deliver on the promises committed to in the sales processConsiderable knowledge of mechanical/electrical components of Point of Sales and retail kiosk systems, quality controlHave worked with shipping, 3PL, Install and support operationsKnowledgeable in iPad and Android tablets set-up and configuration including MDMStrong written and verbal communication and presentation skills requiredStrong problem solving and technical skills coupled with confident decision making enabling effective solutions leading to high customer successAbility to detect problems and find solutions accordingly with an eye at anticipating roadblocksFamiliarity with SalesforceExperience supporting SMB & Mid-market customers in Retail/Restaurant and/or e-commerce is a big plusOur Values️ 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 servicePerks and Benefits of Joining the Revi TeamEquity packageCompetitive salary, bonusProfessional developmentExcellent and comprehensive health plans (Medical, dental, vision, etc)Flexible Vacation Policy, Paid holidaysOrganized volunteer events to give back to our communityOff-sites, events and happy hours401k$150,000 - $165,000 a yearApply for this job