Director of Onboarding Quality & Readiness

📋 Description

• Improve First Time Right (FTR) and early-life KPIs.
• Reduce preventable F7 and F30 ticket volume per live location.
• Define go-live readiness standards across hardware, menu, payments, and integrations.
• Implement validation gates to prevent false-positive install completion.
• Partner with Product to embed readiness checks into onboarding workflows.
• Own onboarding quality reporting and causal measurement linking to outcomes.

🎯 Requirements

• 8+ years leading quality, operations, or product-readiness in SaaS/tech
• Familiarity with stacking mechanisms (WBR, QBRs) defining rhythms
• Proven experience improving measurable customer outcomes (e.g., defect reduction, early-ticket reductions)
• Strong analytical capability; ability to link operational inputs to customer outcomes
• Experience influencing product roadmap via quantified business impact
• Demonstrated success leading cross-functional performance improvement initiatives

🎁 Benefits

• Hybrid work model balancing in-person collaboration and flexibility
• Diversity, Equity, and Inclusion baked into our culture
• Accessible and inclusive hiring process with accommodations
• Culture of collaboration and focus on helping the restaurant community succeed