Senior Director, Cx Strategy And Operations

Senior Director, CX Strategy and Operations About Us:
Here at Wonders 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 Wonders, 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 are able to 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. 
Wonders has been profitable for nearly a decade and seen 5x revenue growth in the last three 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 Wonders 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.
As the Senior Director of CX Strategy and Operations, you will be pivotal in shaping and executing our service strategy. This position is ideal for a seasoned professional with relevant experience in the service domain, preferably within a SaaS environment. The successful candidate will lead a high-performing team and collaborate cross-functionally to ensure exceptional service delivery to our clients.
Responsibilities: Operational Strategy: Develop site expansion strategy for the next 2+ years, developing analysis to determine direction for global expansion with an execution plan Product Development: Play a key role in product development by providing user feedback for 0-1 product builds and detailing necessary product functionalities to support Wonders growth and expansion plan Operational Leadership: Provides recommendations and proposals on initiatives that support our strategic direction based on company goals. Leads the operations team based in MNL, DGT and DR Oversee end-to-end service delivery, ensuring efficiency, quality, and client satisfaction. Collaborate with client success, product development, sales, and finance departments to align service operations with overall company objectives. Budget and Financial Management: Develop and manage budgets for the Service Operations department. Work closely with the key stakeholders to ensure financial goals are met and identify areas for cost optimization. Implement strategies to enhance revenue streams and contribute to overall financial success. Team Management: Build and lead a high-performance service operations team. Foster a culture of excellence, innovation, and continuous improvement. Develop and implement training programs to enhance the service team's skills. Managerial Responsibilities: Team Building and Development Recruit, train, and mentor managers within the service operations team. Provide leadership and guidance to managers, fostering their professional growth. Resource Allocation: Optimize resource allocation to ensure effective and efficient service delivery. Collaborate with managers to forecast staffing needs and make informed hiring decisions. Performance Management: Implement performance management systems to measure and improve individual and team performance. Conduct regular performance reviews and establish development plans for team members. Collaboration and Communication: Work closely with cross-functional teams to ensure seamless collaboration between service operations and other departments. Facilitate regular communication channels to exchange insights and improve overall company operations. Operational Excellence: Develop and implement operational processes and best practices to optimize efficiency. Utilize data analytics to drive decision-making and improve service delivery metrics. Requirements:  7+ years of experience in service operations, highly preferred from Saas, Technology industry, or Start-Up organization Proven track record of successful team leadership & development; Previous experience leading globally dispersed teams highly preferred Exceptional strategic thinking and problem solving abilities Excellent interpersonal and communication skills (both oral and written) Bachelor's Degree in Engineering or other relevant coursework; Masters Degree highly preferred (MBA or Masters in Data Analytics, Systems Engineering) Ability sound decisions based on evaluation of available information - data-driven decision making, data savvy This role is on-site Tuesday through Saturday, midnight to 9am local time.
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As set forth in Wonders's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
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Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.
As set forth in Wonders's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.
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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
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