OOLIO
Website:
oolio.com
Job details:
ABOUT OOLIO:
Oolio is a leading B2B SaaS platform transforming how hospitality venues operate and grow. Trusted by more than 22,000 venues, we power mission-critical POS, payments, online ordering, kiosks, loyalty, kitchen management, and real-time insights — all within one connected ecosystem.
We are building the operating system for modern hospitality — simplifying complex operations, accelerating service, and unlocking smarter, data-driven decisions. Built by hospitality professionals with decades of industry experience, we understand the realities of every shift, every service rush, and every guest interaction. From cafés and quick-service restaurants to pubs, multi-site groups, and stadiums, Oolio enables venues to operate seamlessly at scale. With next-business-day settlements, powerful third-party integrations, and 24/7 real human support, we go beyond software — we become long-term partners in growth.
As a rapidly scaling product-led organisation, we’re shaping the future of hospitality technology.
We build the technology backbone that powers modern hospitality businesses to perform, compete, and thrive at scale.
ROLE SUMMARY:
At Oolio, the Director - Customer Operations will own and scale the end-to-end customer onboarding, implementation, and support operations for our POS ecosystem. This role is critical in transitioning Oolio from a strong foundational 0–1 setup into a scalable 1–100 operations model, building robust systems, processes, and teams that enable long-term growth.
You will act as the operational backbone between customers, Product, Engineering, Sales, and Customer Success, ensuring seamless deployments, strong customer support experiences, and the creation of scalable operational frameworks that support rapid business expansion across hospitality and retail markets.
You will lead the development of processes, teams, operating frameworks, KPIs, service standards, and customer-facing workflows that enable Oolio to scale efficiently while maintaining a high standard of customer experience.
This is a hands-on leadership role for someone who thrives in building from scratch, structuring chaos into systems, and scaling customer-facing operations in a high-growth SaaS environment.
Note: This is not a traditional back-office, BPO, facilities, administrative, or sales-operations role. We are looking for a technology-oriented customer operations leader with strong experience in SaaS, product, POS, hospitality technology, payments, retail technology, or a similar customer-facing technology environment.
RESPONSIBILITIES:
- Own and scale end-to-end customer onboarding and implementation processes, transitioning from early-stage execution to a structured, scalable onboarding engine (0–1 to 1–100 ownership).
- Design, build, and continuously improve onboarding frameworks, implementation methodologies, support workflows, and operational playbooks from the ground up.
- Manage customer onboarding projects including requirements gathering, configuration, testing, training, go-live planning, and post-launch support.
- Lead day-to-day support operations, ensuring customer issues are resolved within agreed SLAs and service standards.
- Act as the primary escalation point for critical customer issues, service disruptions, and operational incidents.
- Build, structure, and scale a high-performing team of onboarding specialists and support professionals.
- Define and implement operational KPIs, dashboards, reporting systems, and service performance metrics to enable data-driven decision-making.
- Identify recurring issues and operational bottlenecks, driving root cause analysis and long-term scalable fixes.
- Collaborate closely with Product and Engineering teams to troubleshoot complex issues and improve platform stability and customer experience.
- Manage customer communications during implementations, upgrades, incidents, and service-impacting events.
- Create and maintain customer-facing documentation, training materials, knowledge base articles, and SOPs.
- Drive continuous improvement initiatives focused on scalability, automation, efficiency, and customer satisfaction.
- Coordinate cross-functional execution across Product, Engineering, Sales, Customer Success, and external integration partners.
- Support customer training programs and ensure successful product adoption across customer segments.
- Ensure operational processes evolve in line with company growth, expanding customer base, and enterprise requirements.
- Participate in strategic planning for scaling operations, team structure, and service delivery models.
REQUIREMENTS:
- Role: Director - Customer Operations (final role/title will depend on candidate experience, credentials and interview outcomes)
- Experience: 10 – 20 Years (Customer Operations, POS Support, Implementations, Service Delivery, Hospitality Technology, or SaaS Operations)
- Education: Preferred – B.Tech/B.E/M.Sc/MBA/M.S/MCA/Any relevant Bachelor's or Master's Degree
Other Requirements:
- Experience working with POS solutions in hospitality, restaurant, retail, or related technology environments is highly preferred.
- Proven experience leading and scaling customer-facing teams, including hiring, mentoring, performance management, and organizational development, within a high-growth environment.
- Strong experience owning customer onboarding, implementations, service delivery, support operations, and customer escalations, with the ability to manage multiple priorities and complex customer requirements simultaneously.
- Demonstrated ability to build, scale, and optimize operational processes, frameworks, SOPs, playbooks, governance mechanisms, and service delivery models to support rapid business growth.
- Strong experience working with global customers and international stakeholders, with excellent stakeholder management, communication, project management, and cross-functional collaboration skills.
- Proven experience partnering closely with Product and Engineering teams to resolve complex operational and technical issues, improve customer outcomes, address recurring problems, and drive product adoption.
- Strong understanding of POS configurations, workflows, integrations, payment processing, third-party integrations, and hospitality technology ecosystems.
- Experience working in a B2B SaaS, technology product, POS, hospitality technology, payments, retail technology, or similar product-based environment is highly preferred.
- Strong analytical, problem-solving, and operational decision-making skills, with experience defining and managing KPIs, dashboards, service metrics, and performance reporting.
- Ability to operate effectively in a high-growth, ambiguous, and rapidly changing environment, with a strong focus on scalability, continuous improvement, customer experience, and operational excellence.
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