Director Of Business Operations And Strategy

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.

To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! Helping Independent Restaurants Thrive.

What we’re looking for:

As a Director of Business Operations and Strategy, you will be pivotal in shaping and executing Wonders’ service strategy, demand planning, and analytical decision-making. This position is ideal for a seasoned professional with relevant experience in the service and operations domain, preferably within a SaaS environment. A successful candidate will lead a high-performing team and collaborate cross-functionally to ensure exceptional service delivery to our clients.

Responsibilities:

Operational Leadership:

• Collaborate with cross-functional teams and lead project execution of priority initiatives for the Voice Platform
• Assess systems and processes that would deter scaling of the business
• Be a thought leader in thinking through potential solutions to current problem areas of the Voice Platform
• Serve as an in-house strategy and project management expert
• Step in to lead teams that would need a manager to drive business continuation
• Actively collaborate with other leaders to source and recruit the best talent to Wonders
• Potential to lead the 1000-person operations team based in MNL, DGT and DR
• Oversee end-to-end service delivery, ensuring efficiency, quality, and client satisfaction

Resource Allocation:

• Optimize resource allocation to ensure effective and efficient service delivery
• Work with product team to determine necessary functionalities of tools that are needed by the organization
• Determine quick wins with current tools that can be easily developed to aid in scaling

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 

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

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
• Proficiency in statistical analysis software, workforce planning tools, and data visualization platforms (e.g., SQL, Python, Power BI, Lightdash etc.).
• Strong analytical and critical thinking skills, with the ability to translate complex data into actionable insights and recommendations.
• Strategic mindset with the ability to think long-term and anticipate future capacity planning needs and challenges.
• Proven track record of successful team leadership & development
• 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
  
  

If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!

Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.