Job Description

Strategy Ladders connects Latin American professionals with high-growth companies in the United States. We carry out this search on behalf of one of our clients, who will contract directly under the provision of professional services.

ABOUT THE COMPANY
Our client is a US company founded in 2021 that helps independent restaurants grow through virtual restaurant brands sold on major delivery platforms. It takes advantage of the kitchen capacity that restaurants already have to generate new sources of income, and is responsible for the branding, marketing, operational quality and performance of each brand. Small, agile and rapidly growing team. The company name is shared during the interview process.

ABOUT THE POSITION
We are looking for an Operations Manager (Customer Success & Account Management) to lead and scale the teams that sustain the success of allied restaurants. It is not a reactive role: you will lead the Account Management and Customer Success teams, define and monitor performance KPIs, and build the company's operational base together with the Head of Systems and Processes. You will report to the executive team, with real autonomy from the first month.

RESPONSIBILITIES
- Lead the daily operation of the Account Management and Customer Success teams
- Define, monitor and report the performance KPIs of the team and allied restaurants
- Develop the team with one-on-one meetings, weekly cadences and periodic evaluations
- Lead selection, onboarding and continuous training of the team
- Be the reference for the SOPs and ensure their compliance through periodic reviews
- Implement operational improvements together with the Head of Systems and Processes
- Supervise the onboarding of new allied restaurants until each activation is confirmed
- Define and apply a clear escalation matrix
- Maintain data accuracy in CRM and operational systems
- Analyze metrics and convert them into improvement proposals for management
- Collaborate with Sales, Marketing, Product and Management
- Team coverage, including occasional weekend escalation support, rotating

EXCLUSIVE REQUIREMENTS
- Professional command of English and Spanish, oral and written
- 6+ years leading teams, with direct people management
- Proven experience managing KPIs and operational performance
- Track record building scalable processes and SOPs from scratch
- Strong coaching and performance management skills
- Excellent organization and written communication
- Residence in Latin America and availability to provide professional services
- Time overlap with the United States (CST / EST)
- High-speed internet and professional remote workspace

DESIRABLE
- Experience in hospitality, restaurants or food and beverages
- Startup, SaaS or foodtech operations
- Zoho CRM or equivalent platforms
- AI tools applied to audits and reports
- Looker Studio or other BI tools

WHAT WE OFFER
- USD 4,500 to USD 5,500 per month, paid in dollars, depending on experience
- Paid vacations and benefits
- 100% remote from Latin America
- Direct work with the executive team of an expanding US company
- Real autonomy to design the company's operating systems
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