Here at Yoco we want to make it easier for small business owners to do business. We’re all about simplifying the complicated things so that they’re smooth, easy and clever where it matters most - your sales.
Our mobile card readers allow you to accept payments when and where you need to, by connecting to your smartphone or tablet. Our free business too...
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As an Implementation Manager, you will be managing field installations engineers, solutions engineers making sure that projects run seamlessly and focusing on the best customer experience. You will help the team deliver and adhere to the highest standards and make sure we deliver value to our clients by having the systems set up to customer requirements.
In a typical week, you will:
Build, develop and lead a team of Field Engineers & Solution Engineers capable of set-up, installation, training and field support.
Lead the planning, scheduling and allocation of Engineers to projects and processes based on capacity, skills and demand.
Track, measure, and improve the execution and quality of projects, provide regular reporting to leadership on project status and flag any risks.
Take ownership to identify process gaps, customer issues and their root causes and implement solutions that ensure long-term resolution.
Execute with excellence and govern implementation and support processes and operations within a designated province.
Collaborate within the Operations team to define, standardise and optimize processes and operations also collaborating cross-functionally to deliver a seamless and delightful experience for our customers throughout their journey
Performance Metrics KPI management to reach goals
About You
5+ years of experience within operations and proven track record of leading teams for at least 3 years
Ability to motivate and develop people and drive success.
Strong communicator with excellent verbal and written communication.
Being able to manage on site resources for efficiency while still using process enforcement to ensure quality is delivered every time.
Ability to work on multiple projects at once without compromising quality.
Hyper-organised and structured with an operational mindset.
Managing customer expectations and escalations and solving problems.
Technical knowledge and understanding of hardware and software solutions.
Strong understanding of payments and/or hospitality software products is a plus.
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