Product Implementation Manager

TARROS; Philippines; On-site; PHP 2,008,800 - 3,348,000; Full time

Job summary

Tarro is seeking a Product Implementation Manager to oversee onboarding and ongoing configuration for restaurant partners. You will translate real-world restaurant operations into back-end configurations, guiding a flexible yet precise implementation process.

The role combines hands-on configuration work with leadership of the Product Implementation Team, ensuring accuracy, speed, and a high-quality customer experience across restaurants using Tarro’s multi‑product platform.

Qualifications

• 5+ years experience in a fast-paced startup.
• 3+ years of experience directly managing teams.
• Experience in project management, process improvement, or product implementation.
• Bachelor's degree in listed fields; Masters preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Manage a team of 40+ product implementation specialists, team leads, and managers across onboarding and product support.
• Design and implement metrics to measure quality, accuracy, and speed of product implementations.
• Develop strategies to improve customer experience and retention.
• Collaborate cross-functionally with Product/Engineering, Voice Ops, Quality Control, and Recruitment teams.
• Rebuild and scale the Product Implementation team, including attracting and hiring new talent and performance management.
• Lead with clear execution standards and guidance to raise team performance.

Skills

Leadership

Communication

Problem solving

Organization

Independence

Strategic thinking

Education

Bachelors in Industrial Engineering

Bachelors in Management

Bachelors in Management Engineering

Bachelors in Computer Science

Bachelors in Data Analytics

Masters degree (preferred)

Job description

About Tarro

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 can 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 5× 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.

About The Role

The Product Implementation Manager plays a mission‑critical role in how we bring onboard and maintain clients into the Tarro platform. This role is responsible for overseeing both the initial configuration and ongoing maintenance of each restaurant’s back‑end configuration. This setup work is critical—our ability to support restaurants depends entirely on how well we translate their real‑world operations into our platform’s configurations.

Each restaurant has different needs, and our system offers a lot of flexibility. That flexibility only creates value if it’s used correctly. There are two touchpoints during which the Product Implementation Team makes adjustments to a restaurant’s back‑end configuration:

• Onboarding of new restaurants—collecting thousands of data points, making judgment calls on how to best represent them, and using features the restaurant may not even know exist. We often help clients figure out what they actually need—not just executing instructions.
• Product support for existing restaurants—clients come with problems ranging from fraud prevention, setting up new coupons or limited‑time offers, to implementing a brand new menu. Making changes to a tenured client’s configuration can be tricky given the high number of customizations already implemented. The product support team must ensure changes are implemented correctly without causing unintended issues.

This work is high‑stakes. A single mistake can cause agent errors, client frustration, and churn. Speed matters—restaurants need to go live quickly and expect things to work right the first time. Existing restaurants expect immediate resolution to their issues. Strong onboarding and product support processes lead to effortless order‑taking and a product that clients rely on every day.

This role is both operational and leadership‑heavy. In addition to hands‑on technical configuration work, it also leads and manages the Product Implementation Team, ensuring they are effective in setting up and maintaining configurations at scale. By optimizing workflows, providing guidance, and upholding data accuracy, the Product Implementation Manager plays a critical role in ensuring our system delivers accurate, restaurant‑specific guidance to agents—ultimately improving order accuracy and customer satisfaction.

What You’ll Accomplish

• Manage a team of 40+ product implementation specialists, team leads, and managers, spanning onboarding and product support.
• Design innovative ways to measure and improve product implementation quality, accuracy, and speed.
• Establish thoughtful strategies to improve customer experience and retention.
• Collaborate cross‑functionally with world‑class teams to drive customer satisfaction (Product/Engineering, Voice Operations, Quality Control, Business Excellence, and Recruitment).
• Rebuild the Product Implementation team:
  • Attract and hire new talent.
  • Performance‑manage existing team members and set a new standard for excellence across the team.

First Three Months

• Learn to use our product like our internal users—agents who take calls for restaurants. This requires deep understanding of the product, including client‑facing features and internal workflows, to anticipate client needs, troubleshoot effectively, and provide practical guidance.
• Get trained and certified for both Menu (back‑end configuration) and Voice Ops (agent call workflow).
• Shadow Onboarding Success Managers to learn the full onboarding workflow, and Product Implementation Specialists to learn the support workflow.
• Begin onboarding clients and solving support cases to understand the team’s responsibilities, gather context, and spot improvement opportunities.
• Align with the executive team on priorities and begin crafting a strategy for the Product Implementation team.

About You

• Bachelor’s degree in Industrial Engineering, Management, Management Engineering, Computer Science, Data Analytics, or a related field. Master’s degree is a plus.
• 5+ years experience in a fast‑paced, high‑performance startup.
• 3+ years of experience directly managing teams.
• Extensive experience in project/project management, process improvement, or product implementation.
• Highly intellectual problem‑solver with strong critical‑thinking skills.
• Can thrive in ambiguous environments and formulate a clear execution plan.
• Can work independently.
• Highly organized and diligent.
• Strong communication (verbal and written) skills.
• Can set a new standard for the rest of the product implementation team, leading by example.