Regional IT Project Manager

Responsibilities

• The position involves the following duties:
• Operational Strategy & Execution
• Lead and manage end-to-end operations for the region, including onboarding, deployment, and post-launch support.
• Translate company objectives into regional operational plans and KPIs.
• Monitor and improve service levels, process adherence, and response times across the region.
• Cross-Functional Coordination
• Work closely with Sales, Customer Success, Product, and Technical teams to ensure seamless merchant onboarding and integration.
• Collaborate with the Product and Engineering teams to surface operational challenges and suggest scalable improvements.
• Partner with local teams to adapt and standardize processes across markets.
• Merchant Success & Issue Resolution
• Ensure merchant satisfaction by establishing a strong support framework for issue resolution and escalations.
• Oversee regional ticket and incident management, driving RCA (Root Cause Analysis) and follow-up action plans.
• Track operational metrics and merchant feedback to guide continuous improvement.
• Quality Control & Process Optimization
• Identify process gaps, inefficiencies, or high-friction points and lead initiatives to improve them.
• Implement SOPs, checklists, and training for deployment and support teams.
• Drive consistency in execution across outlets and markets.
• People Management
• Lead and develop a high-performing regional operations team.
• Conduct regular coaching, performance reviews, and team capacity planning.
• Align the team with operational goals and uphold Tabsquare's customer-centric culture.
• Reporting & Insights
• Provide regular updates to leadership on operational performance, risks, and improvement plans.
• Analyze data from support tickets, deployments, and merchant feedback to identify trends and areas of concern.

Requirements

• Bachelor's degree in Business, Operations, Engineering, or related field.
• 5-8 years of experience in operations, preferably in SaaS, F&B tech, or POS-related environments.
• Strong project management and cross-functional coordination skills.
• Proven ability to lead remote and regional teams.
• Analytical and data-driven mindset with a strong focus on process and quality.
• Excellent communication skills and stakeholder management experience.

Benefits

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Company Intel

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