Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
In Person
People & HRLearning & Development
About the job
Requirements
You have 2–4 years of experience in a high-intensity environment, such as management consulting, startups, private equity, or investment banking.
You are bilingual in Mandarin and English, with strong written and verbal communication skills.
You have demonstrated the ability to drive projects end-to-end with high ownership, ideally while managing or mentoring high-calibre teammates.
You enjoy building things from 0 → 1 and are comfortable rolling up your sleeves to execute quickly.
You are comfortable operating in fast-paced environments with ambiguity and rapid change.
Responsibilities
Build the systems, programs, and playbooks that enable client teams to deliver a best-in-class experience to restaurant partners.
Establish a culture of continuous learning by creating programs that encourage knowledge sharing, skill development, and operational excellence across teams.
Partner closely with product, engineering, and client support teams to keep teams up to date on product updates and evolving operational needs.
Design and implement performance measurement frameworks that evaluate agent performance, training effectiveness, and operational outcomes.
Create feedback loops that continuously improve training programs and operational processes.
Identify capability gaps across teams and design enablement initiatives that raise the overall quality of execution.
Drive high-impact operational initiatives that improve how teams operate and scale.
Build scalable infrastructure for training, documentation, and knowledge management.
Design and implement Tarro’s end-to-end training and enablement strategy, starting with account executives.
Establish infrastructure for scalable learning by selecting and implementing suitable learning management system and knowledge base tools.
Build modular training curricula that can be localized or adapted for different teams and geographies.
Own the onboarding experience for new hires, ensuring smooth ramp-up, clear milestones, and strong operational readiness.
Develop train-the-trainer programs and empower internal leads to deliver training consistently.
Track training completion, effectiveness, and performance improvement metrics to ensure measurable outcomes.
Partner with Client Operations Support, Client Tech, Customer Success Management, Menu, and Sales Development Representative leads to identify skill gaps and build tailored enablement plans.
Create and maintain alignment between product updates, process changes, and the training library.
Work with Product Operations to ensure new feature rollouts are supported by timely, effective learning materials.
Audit current training content, identify gaps, and lead the refresh cycle for process or feature updates.
Use data from quality assurance, performance dashboards, and call analysis to identify coaching opportunities.
Champion a culture of continuous learning by embedding feedback loops and recognition for development.
Desired Qualifications
You have experience in a consumer-driven industry and a passion for the customer.
You have experience building training programs, playbooks, or enablement systems.
You have worked in fast-growing technology or startup environments.
You have experience working cross-functionally with product, engineering, and operations teams.
You have current or prior experience working in a fast-paced, collaborative, highly ambiguous environment, frequently wearing more than one hat.
About Us
Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.
We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.
Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023.
To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!
What we’re looking for
We are looking for a bilingual Enablement & Strategy Associate Manager (Mandarin & English) to help elevate the capabilities and performance of our client-facing teams.
This role is ideal for someone who is a fast learner, highly proactive, and excited to build programs and systems from the ground up. You will play a key role in strengthening how our teams operate by designing enablement initiatives, improving processes, and ensuring our teams are equipped to perform at a high level.
You should be comfortable operating in a fast-moving environment with evolving priorities, and enjoy taking ownership of complex problems and turning them into practical, scalable solutions.
What you’ll accomplish
You will build the systems, programs, and playbooks that enable our client teams to deliver a best-in-class experience to restaurant partners.
You will establish a culture of continuous learning by creating programs that encourage knowledge sharing, skill development, and operational excellence across teams.
You will partner closely with product, engineering, and client support teams to ensure our teams stay ahead of product updates and evolving operational needs.
You will design and implement performance measurement frameworks that evaluate agent performance, training effectiveness, and operational outcomes.
You will create feedback loops that continuously improve training programs and operational processes.
You will identify capability gaps across teams and design enablement initiatives that raise the overall quality of execution.
You will drive high-impact operational initiatives that improve how our teams operate and scale.
You will help build scalable infrastructure for training, documentation, and knowledge management.
Year 1 Deliverables
Build and Scale the Training Function
Design and implement Tarro’s end-to-end training and enablement strategy, starting with account executives.
Establish the infrastructure for scalable learning — selecting and implementing the right LMS and knowledge base tools.
Build modular training curriculums that can be easily localized or adapted for different teams and geographies.
Oversee Training Operations
Own the onboarding experience for new hires — ensuring smooth ramp-up, clear milestones, and strong operational readiness.
Develop train-the-trainer programs and empower internal leads to deliver training consistently.
Track training completion, effectiveness, and performance improvement metrics to ensure measurable outcomes.
Enable Cross-Functional Scale
Partner with Client Operations Support, Client Tech, CSM, Menu and SDR leads to identify skill gaps and build tailored enablement plans.
Create and maintain alignment between product updates, process changes, and the training library.
Work with Product Operations to ensure new feature rollouts are supported by timely, effective learning materials.
Drive Continuous Improvement
Audit current training content, identify gaps, and lead the refresh cycle for process or feature updates.
Use data from QA, performance dashboards, and call analysis to identify coaching opportunities.
Champion a culture of continuous learning — embedding feedback loops and recognition for development.
About You
You have 2–4 years of experience in a high-intensity environment, such as management consulting, startups, private equity, or investment banking.
You are bilingual in Mandarin and English, with strong written and verbal communication skills.
You have demonstrated the ability to drive projects end-to-end with high ownership, ideally while managing or mentoring high-calibre teammates.
You enjoy building things from 0 → 1 and are comfortable rolling up your sleeves to execute quickly.
You are comfortable operating in fast-paced environments with ambiguity and rapid change.
Bonus Points
You have experience in a consumer driven industry with a passion for the customer.
You have experience building training programs, playbooks, or enablement systems.
You have worked in fast-growing technology or startup environments.
You have experience working cross-functionally with product, engineering, and operations teams.
You have a roll up your sleeves mentality with current or prior experience working in a fast-paced, collaborative, highly ambiguous environment, frequently wearing more than one hat.
If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!
Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.