Strategic Operations Lead

The role

The Strategic Operations Lead will lead a team of 30 to 50 specialists. This person will connect operational execution with strategic decisions across product, ops, and client success by translating team observations into structured feedback.

What you will do

• Directly manage 30 to 50 specialists, owning performance, coaching, and accountability
• Monitor and analyze enterprise signals like OCR trends and mistake rate drivers
• Turn data into structured findings for ops and product stakeholders
• Build and reinforce a team culture of proactive issue ownership
• Serve as the primary escalation point for quality gaps or process failures
• Partner with cross-functional teams to close feedback loops on flagged issues
• Identify recurring patterns in restaurant setup or onboarding to provide input to product and client success
• Build a service quality playbook based on agent feedback and auditing
• Deliver process optimizations, tooling improvements, or product insights each quarter
• Exceed team and enterprise KPIs

Required qualifications

• 3 to 5 years of experience in a fast-paced, customer-obsessed environment
• Analytically grounded with ability to track metrics and identify trends
• Experience working in a fast-paced, highly ambiguous environment
• Ability to think in systems to fix upstream issues
• Credible cross-functional collaborator
• Precise communication skills for escalations and coaching

Nice to have

• Experience in a consumer-driven industry with a passion for the customer
• Prior experience working at the intersection of operations and product
• Experience building or improving an operational reporting or feedback system from scratch
• Experience directly leading and growing a team, including hiring and developing people

About the company

Tarro builds products that empower small brick and mortar restaurants through a multi-product ecosystem. The company has been profitable for nearly a decade and was valued at $450M in mid-2022.