Manila, Metro Manila, Philippines+1 moreMore locations: Dumaguete City, Negros Oriental, Philippines
In Person
Business & StrategyBusiness Operations
About the job
Requirements
Have 3 to 5 years of experience in a fast-paced, customer-focused environment, ideally where product quality and customer experience are closely linked.
Track appropriate metrics, identify trends early, and use data in performance and process discussions.
Have experience working in a fast-paced, highly ambiguous environment and frequently taking on multiple responsibilities.
Think systematically by identifying upstream causes of recurring errors or agent questions and addressing them rather than only symptoms.
Communicate structured quality findings clearly to product or client success teams and follow them through to resolution.
Represent frontline realities with evidence and communicate effectively in written escalations and one-on-one coaching conversations.
Responsibilities
Directly manage 30 to 50 specialists, owning their day-to-day performance, coaching cadence, and operational accountability.
Monitor and analyze enterprise signals, including OCR trends, content flag patterns, and mistake-rate drivers, and turn them into structured, data-backed findings for operations and product stakeholders.
Build and reinforce a team culture of proactive issue ownership, with flagging, ticketing, and feedback as routine practices.
Serve as the team's primary escalation point, ensuring each quality gap or process failure is documented, routed, and resolved.
Partner with cross-functional teams to close feedback loops on flagged issues and track resolution outcomes with rigor comparable to call-quality tracking.
Identify recurring patterns in restaurant setup, onboarding gaps, or menu configuration issues and provide structured input to product and client success conversations.
Build a service-quality playbook based on direct agent feedback, consistent internal auditing, and a replicable team-level coaching methodology.
Deliver at least one process optimization, tooling improvement, or product insight per quarter with clear, measurable operational outcomes, owning it from observation through implementation.
Exceed team and enterprise KPIs throughout the year through the culture, coaching, and accountability standards established.
Desired Qualifications
Experience in a consumer-driven industry and a passion for the customer.
Prior experience at the intersection of operations and product, where insights directly shaped a product or process decision.
Experience building or significantly improving an operational reporting or feedback system from scratch.
Experience directly leading and developing a team, including hiring, development, and accountability to high standards.
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 has 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 an operations leader who is as comfortable in a data review as they are coaching a team member through a difficult pattern. The Strategic Operations Lead will lead a team of specialists to serve as the connective tissue between operational execution and the strategic decisions being made across product, ops, and client success. You won't just be managing performance; you'll be translating what your team sees into structured feedback to improve internal processes and the overall product, enhancing the customer and client experience.
What you’ll accomplish
You will directly manage 30 to 50 specialists, owning their day-to-day performance, coaching cadence, and operational accountability
You will monitor and analyze signals across the enterprise: OCR trends, content flag patterns, mistake rate drivers, which then should turn into structured, data-backed findings to ops and product stakeholders
You will build and reinforce a team culture grounded in proactive issue ownership, where flagging, ticketing, and feedback are habits, not exceptions
You will serve as the primary escalation point for your team, ensuring every quality gap or process failure is documented, routed, and resolved, and not just acknowledged
You will partner with cross-functional teams to close feedback loops on flagged issues, tracking resolution outcomes with the same rigor applied to call quality
You will identify recurring patterns in restaurant setup, onboarding gaps, or menu configuration issues, and bring those forward as structured input into product and client success conversations
Year 1 Deliverables
Build a service quality playbook that’s grounded in direct agent feedback, consistent internal auditing, and a coaching methodology that works at the team level and is replicable across every lead in the organization. Your framework becomes the blueprint.
Identify and deliver at least one process optimization, tooling improvement, or product insight per quarter that produces clear, measurable outcomes for operations. Not just a recommendation, but something you fully own through from observation to implementation.
Exceed team and enterprise KPIs throughout the year as a direct reflection of the culture, coaching, and accountability standards you build.
About You
You have 3 to 5 years of experience in a fast-paced, customer-obsessed environment, ideally one where product quality and customer experience are tightly linked
You are analytically grounded. You track the right metrics, identify trends before they compound, and bring data to every performance or process conversation
You have a roll-up-your-sleeves mentality with experience working in a fast-paced, highly ambiguous environment, frequently wearing more than one hat.
You think in systems, not incidents. When you see a recurring error or a pattern of agent questions, you ask what's broken upstream and work toward fixing that, not just the symptom
You are a credible cross-functional collaborator. You can bring a structured quality finding to a product or client success team, represent it clearly, and follow it through to resolution
You communicate with precision. You represent frontline realities with evidence, and you're as effective writing a structured escalation as you are in a one-on-one coaching conversation
Bonus Points
You have experience in a consumer-driven industry with a passion for the customer.
You have prior experience working at the intersection of operations and product, where surfacing the right insight at the right time directly shaped a product or process decision.
You have built or meaningfully improved an operational reporting or feedback system from scratch.
You have directly led and grown a team, with experience hiring, developing, and holding people accountable to a high standard.
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.