Restaurant Systems Specialist

The Restaurant Systems Specialist is responsible for managing the end-to-end deployment and optimization of online ordering solutions across 3,400+ restaurant locations. The position involves configuring systems, coordinating with vendors, and integrating platforms with existing technologies. The role provides technical support, training, and troubleshooting to restaurant staff and field teams, while also collaborating with cross-functional departments to ensure smooth rollouts and continuous improvement.

Manage Online Ordering Deployment

• Oversee end-to-end implementation of online ordering solutions for 3,400+ restaurant locations.
• Coordinate timelines, resources, and communication to support successful rollouts.

Configure & Optimize Systems

• Set up and maintain online ordering platforms, integrating them with existing restaurant systems as they become available (e.g., POS, payment processing, kitchen display systems).
• Coordinate with external vendor partners to ensure deployment timelines are met and operator satisfaction with onboarding.
• Continually refine settings and workflows to improve efficiency and user experience.

Provide Technical Support & Training

• Offer remote troubleshooting and technical assistance to licensees and restaurant staff.
• Develop and deliver training materials and resources that empower teams to maximize online ordering technology.
• Develop and maintain relationships with field support personnel to triage and support issues in field and resolve in a timely fashion,

Collaborate with Cross-Functional Teams

• Work closely with Marketing, Operations, IT, and vendor partners to ensure seamless deployment and ongoing enhancements.
• Gather feedback, identify improvement areas, and implement solutions that align with company goals.

Monitor & Analyze System Performance

• Track key performance metrics (e.g., order volume, fulfillment times, error rates) to evaluate system effectiveness.
• Identify trends, troubleshoot issues, and proactively address performance bottlenecks.

Enforce Compliance & Security Standards

• Adhere to data privacy regulations (PCI, CCPA, GDPR) and ensure secure, compliant online transactions.
• Address vulnerabilities, manage risk, and apply best practices to protect sensitive customer information.

Document & Streamline Processes

• Maintain detailed documentation of configurations, workflows, and best practices.
• Continuously refine processes to improve efficiency, reduce downtime, and enhance user satisfaction.

Support Growth & Expansion

• Scale online ordering solutions to accommodate new restaurants and features.
• Collaborate on strategic initiatives that drive adoption and user engagement across diverse markets.

Provide On-Call Support

• Participate in a rotating on-call schedule for urgent technical issues. Voicemail monitoring after hours for hard-down issues only.

Minimum qualifications: 

• 2+ years of experience in restaurant technology, software development, and system administration (POS, back-office, payment systems)
• Functional understanding of distributed software/hardware configurations within restaurant infrastructures
• Proven ability to implement and maintain large scale deployments for complex restaurant systems with varying tech stack support
• Reside in Central or Eastern time zones (USA)

Preferred qualifications: 

• Administrative experience with restaurant-specific systems, including: OLO, Salesforce, POS 
• Systems Experience with project management suites and automations tools to streamline onboarding experience. (Asana, Monday.com, etc)
• Prior experience managing third-party vendor integrations and optimizing system performance
• Experience with system monitoring, analytics, and reporting tools to track system health and performance
• Previous experience supporting multi-unit restaurant operations