Manager, Launch

As the Manager, Launch at Owner, your core responsibilities include leading and mentoring a team of Launch Specialists, optimizing onboarding processes to ensure new restaurant clients succeed, and leveraging data to drive decisions that reduce churn. You’ll also collaborate with various teams to ensure consistency and effectiveness in onboarding these clients.

For the Manager, Launch position at Owner, candidates should have a minimum of 5 years of experience in customer success or a similar field, with at least 2 years in a leadership role. Strong communication skills, analytical abilities, and proficiency in CRM tools are essential, along with English fluency. Experience in the restaurant tech industry is also highly desirable.

In the role of Manager, Launch at Owner, you will develop and refine onboarding strategies that are aimed at maximizing early retention among new restaurant clients. By tracking key performance metrics and making data-driven improvements, you will help build a strong foundation for long-term client success and satisfaction.

At Owner, the onboarding process for new clients is structured and supportive. As the Manager, Launch, you will refine this process to ensure it maximizes client engagement from day one. You will work with your team to offer training and guidance that sets up our restaurant clients for success, while also collaborating with other departments for a seamless experience.

Owner is committed to the growth of its employees, including the Manager, Launch. This role offers ample opportunities for professional development through continuous training, performance management, and access to industry data that can improve your strategies. The culture of excellence at Owner encourages you to innovate and evolve in your career.

Success in the Manager, Launch role at Owner can be defined by the early retention rates of new clients and the overall satisfaction of the restaurant owners we serve. By leading a skilled team and continuously refining onboarding processes, success is achieved when clients report positive experiences and show a reduction in churn.

To improve the onboarding process as the Manager, Launch at Owner, I would analyze existing data on client engagement, gather feedback from new clients, and collaborate with my team to identify pain points. Implementing agile methodologies can help us continually assess and refine our approach to ensure it meets client needs effectively.

My leadership style leans towards being collaborative and supportive. I believe in fostering a culture of empowerment, where team members feel valued and motivated to share ideas. Encouraging open communication and setting clear goals are key to my approach, ensuring that everyone is aligned and striving towards shared success.

In facing challenges with new clients, I prioritize listening to their concerns and understanding their needs. I find that thorough communication helps to diffuse tension. By collaborating with team members, I can devise solutions that not only resolve the issue but also strengthen the client's relationship with Owner and increase their satisfaction.

Essential tools for data analysis in the onboarding process include CRM platforms like HubSpot or Zoho, analytics dashboards, and customer feedback systems. These tools enable me to track key metrics, identify trends, and gather insights, all of which inform our strategies for improving the onboarding experience and retaining clients.

In a fast-paced environment like Owner, I prioritize tasks by using a matrix of urgency and impact. By assessing which tasks align best with our overarching goals for client onboarding and team performance, I can focus on what drives the highest value. Regular check-ins with my team also help ensure everyone stays aligned and productive.

I've led several initiatives centered on process improvement, where I've utilized data to identify inefficiencies within existing workflows. Creating structured feedback loops with clients and team members has been fundamental in implementing changes that enhance performance and ultimately lead to higher retention rates.

I advocate for clients' needs by maintaining strong communication channels with different teams, including Product and Sales. Regularly presenting client feedback, sharing insights from data analysis, and participating in strategy meetings ensures that their voices are heard and considered in product development and service delivery.

As a leader, I’m motivated by my team's growth and success. Seeing my team members develop their skills, find joy in their work, and achieve their goals fuels my passion. Additionally, when I see the positive impact we have on our clients' businesses and their journey towards success, it inspires me to lead with purpose and intent.

I want to work at Owner because I admire the commitment to empowering local restaurants. The innovative and supportive culture you’ve built, coupled with your ambitious vision for future growth, aligns with my values and professional goals. I’m excited to contribute to a mission that genuinely makes a difference in the community.