Implementation Manager - Los Angeles, CA

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in a digital first world. Restaurants around the world, both large and small, including Chick-fil-A, Hummus Republic, Ben & Jerry’s, KFC, and Eataly trust our software to power their business. 

• Project manage the end-to-end implementation of hardware and software solutions for key clients
• Conduct comprehensive testing to validate functionality and adherence to requirements.
• Oversee installation, configuration, and data migration from legacy systems.
• Work closely with internal and external stakeholders to manage the scope and implementation of 3rd Party Software Integrations.
• Collaborate with vendors and internal teams to ensure timely resolution of challenges.

• Assist the Onboarding team by planning and executing a detailed go-live strategy, including communication and support throughout the activation process.
• Work with Enablement teams to coordinate training programs that ensure end-user readiness.
• Enable better outcomes for Customer Success by ensuring all project requirements are met prior to hand-off. 
• Document project outcomes, evaluate success, and capture lessons learned for continuous improvement.
• Manage vendor relationships to ensure timely delivery of hardware, software, and system integrations.

• Develop and maintain comprehensive documentation, including project plans, technical guides, and support procedures.
• Identify opportunities to enhance implementation processes and improve service delivery.

• Proven track record of managing multi-location POS system implementations.
• Expertise in Point of Sale system implementation, operation, and integration.
• Familiarity with database systems, networking and security best practices, and system optimization.
• Advanced knowledge of hardware diagnostics and troubleshooting.
• Proficient in managing cloud applications, system virtualization, and network architecture.
• Excellent communication skills to convey complex information clearly and effectively. Ability to collaborate with team members and stakeholders across departments.
• Strong project management skills to manage multiple tasks and projects simultaneously. Ability to prioritize and manage time effectively.
• High attention to detail to ensure accuracy in data analysis, reporting, and process implementation.
• Strong software development and system integration background, including experience with mobile app solutions.

This role is based in our Los Angeles office location. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in-person. That’s why all of our teams (except for our field-based roles) are now working from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at Otter!

The base salary range for this role is $100,000 - $125,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

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