Manager, Enablement & Strategy

About the role

Here at Tarro 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 Tarro, 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. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four 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 Tarro 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. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here !

Requirements

• What you'll accomplish
• You will build the systems, programs, and operational infrastructure that enable our client teams to consistently deliver a best-in-class experience to restaurant partners.
• You will lead and develop a small team of high-performing enablement specialists, mentoring them while setting a high bar for execution and ownership.
• You will establish a culture of continuous learning by building programs that encourage knowledge sharing, capability development, and operational excellence.
• You will partner closely with product, engineering, and client support teams to ensure our teams stay ahead of product changes and operational needs.
• You will design and implement performance measurement frameworks that evaluate agent performance, training effectiveness, and team quality.
• You will build feedback loops that turn operational insights into improvements in training programs and playbooks.
• You will identify capability gaps across teams and lead initiatives that raise the overall performance bar of our client organizations.
• You will create scalable infrastructure for knowledge management, training, and operational best practices that can grow with the company.
• Year 1 Deliverables
• Build and Scale the Training Function
• Design and implement Tarro's end-to-end training and enablement strategy, starting with building QA team
• Establish knowledge base for CL teams starting from COS and scaling to all other client teams
• Build modular training curriculums that can be easily localized or adapted for different teams and geographies
• Oversee Training Operations
• Own the onboarding experience for new hires - ensuring smooth ramp-up, clear milestones, and strong operational readiness.
• Develop train-the-trainer programs and empower internal leads to deliver training consistently
• Track training completion, effectiveness, and performance improvement metrics to ensure measurable outcomes
• Enable Cross-Functional Scale
• Partner with Client Operations Support, Client Tech, CSM, Menu and SDR leads to identify skill gaps and build tailored enablement plans
• Create and maintain alignment between product updates, process changes, and the training library
• Work with Product Operations to ensure new feature rollouts are supported by timely, effective learning materials
• Drive Continuous Improvement
• Audit current training content, identify gaps, and lead the refresh cycle for process or feature updates
• Use data from QA, performance dashboards, and call analysis to identify coaching opportunities.
• Champion a culture of continuou

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