Restaurant Technologies

Lead and develop customer care operations, improve customer experience, and drive strategic initiatives to enhance retention and service quality. | Requires 5+ years in customer care leadership, experience managing large teams, strategic planning, and proficiency with CRM and call center software. | The Senior Manager, Customer Experience leads the daily operations, performance, and evolution of Restaurant Technologies’ Customer Care Center and Retention Team. This role is responsible for delivering high-quality, responsive, and proactive customer experience that strengthens retention, supports field operations, and protects revenue. This leader drives service excellence through performance management, data-driven decision making, and cross-functional collaboration; ensuring the customer experience is not just reactive, but a strategic contributor to long-term growth. Location This is a fully remote position. The candidate must be located within the continental US. Compensation The base salary range for this position is $100,000 - $140,000 annually, plus a 20% bonus opportunity. Please note that the base salary will vary within this range and is based on candidate experience and qualifications, geographic location and market conditions. Core Responsibilities 1. Strategic Leadership: Develop and implement strategic initiatives to enhance customer care operations and elevate the customer experience. Set performance goals and KPIs for the Customer Care Center and Retention Specialists. Provide strategic guidance on process improvements and technology adoption to optimize customer service delivery and customer retention. Lead Salesforce Sales Cloud ownership, driving system optimization, data integrity, and workflow enhancements. 2. Operational Leadership: Serve as the Product Owner for Talkdesk, overseeing strategy, configuration governance, and cross-functional alignment to ensure a seamless and scalable telephony experience. Oversee daily Customer Care Center and Retention team performance across phone, email, and digital channels. Proactively review and share weekly and monthly reporting to support data driven decision making Lead workforce planning, scheduling, and forecasting based on call volumes and optimize resource allocation, inclusive of 3rd party resources during peak periods and off hours. Effectively and efficiently identify and resolve complex customer issues and problems. Facilitate the development and implementation of processes that deliver excellent customer satisfaction. Work with depot staff and regional operations managers to ensure timely and effective implementation of customer service. Ensure service level adherence (SLA), quality standards, and escalation management. 3. Team Leadership & Development Lead and develop supervisors and frontline care representatives. Establish clear performance expectations and accountability. Drive a culture of service excellence, urgency, and ownership. Improve employee engagement and retention within the care center. Monitor team performance, provide feedback, and implement coaching and development plans. 4. Customer Experience Impact: Proactively identify and address customer pain points and opportunities for service improvement. Champion a customer all in culture within the Customer Care Center and across the organization. Interact with various departments within Restaurant Technologies to provide customers with optimal solutions within established time frames and resources. Qualifications/Key Competencies: Education: Bachelor’s degree preferred. Computer Skills: Advanced proficiency in Microsoft Excel and PowerPoint, as well as experience with CRM and call center software (e.g., Oracle). Experience: 5+ years of related experience, including 3+ years in a customer care/call center leadership role. Experience leading team of 25+ is required. Strategic Leadership: Ability to develop and execute strategic plans, drive organizational change, and inspire teams to achieve ambitious goals. Customer Experience Management: Deep understanding of customer service principles and best practices, with a focus on exceeding customer expectations. Proven track record of improving customer experience and retention. Coaching and team development Proven ability to mentor, coach, and develop high-performing remote teams. Operational Excellence: Strong analytical and problem-solving skills, with a focus on process improvement and efficiency. Conflict resolution & escalation management Manages customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. Communication and Collaboration: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings. Collaborate effectively with cross-functional teams. Motivation: Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence. Data-driven decision making: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data. Inclusive Employer At Restaurant Technologies, we celebrate diversity, believe in equity, and are committed to creating an inclusive environment for all employees; we’re proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.” If you need assistance or an accommodation due to a disability, please contact us by email at RTCareers@rti-inc.com or call 1-888-796-4997. Restaurant Technologies is a Military & Veteran friendly company. Culture & Benefits Our employees are the foundation of our success and we take care of them! Our comprehensive benefits include professional development, competitive health care coverage, incentives and a healthy work and life balance. We’ve cultivated an award-winning workplace for driven team members who enjoy a fast pace and rapid growth balanced by a flexible and supportive environment. We’ve earned recognition as a “Best Place to Work,” by the Minneapolis/St. Paul Business Journal along with The Minnesota Work Life Champions Award while consistently earning a spot on Minnesota’s Fastest Growing Companies list. In addition, we’ve earned numerous awards from our customer base who consider Restaurant Technologies a valued strategic partner. Who We Are Restaurant Technologies is the leading provider of highly innovative and value-enhancing bulk cooking oil management services to the food service industry. Our solution is environmentally sound, highly efficient and creates a safer, more productive work environment for restaurant personnel. With over 35,000 existing customers we are an established, profitable mid-sized company poised for double-digit growth in the coming year. We are headquartered in suburban Minneapolis, Minnesota with a growing number of sites strategically located across the U.S. serving over 41 metropolitan markets. The Company Headquartered in Mendota Heights, Minn., Restaurant Technologies is a fast-growing, award-winning company (Best Places to Work, Entrepreneur of the Year) looking to extend its history of fast growth. We are the leading provider of cooking-oil management and back-of-house hood and exhaust cleaning solutions to over 35,000 food service providers. The Team Located in one of our 41 depots, our operations teams are the face of Restaurant Technologies while onsite at customer locations: whether performing service, delivering and picking up oil, or providing training.

Leading and developing a team to ensure high performance and customer satisfaction in field operations. | Minimum 5 years in operations or restaurant industry, management experience, and strong interpersonal skills. | Field Operations Service Manager As a Field Operations Service Manager at Restaurant Technologies, you will lead a team of oil technicians installing, servicing and maintaining our total oil management systems with customer satisfaction and retention at the forefront. Your mission is to foster a positive, safety‑first environment where engagement, accountability, and service excellence thrive—developing and coaching your team to consistently exceed operational KPIs. While prior mechanical skills aren’t required, you bring a learning mindset and the willingness to grow in the technical aspects of our services. Partnering closely with the General Manager and cross‑functional teams, you’ll ensure reliable, on‑time service, proactive communication, and swift issue resolution—translating customer commitments into dependable outcomes that build loyalty and lasting relationships. Schedule, Location & Travel: • The RT Depot is located in Tualatin, OR • Monday - Friday, 5:30 am start time • Flexibility is required, including on-call availability as needed to support business operations • This is an onsite position and does require time on customer sites in the field • Travel up to 20% with minimal overnight travel expected Salary: Exempt position w/ bonus potential Primary Job Accountabilities: • People Leadership: Responsible for leading and developing team to drive high performance and Restaurant Technologies values. Responsible for developing, managing and coaching depot employees in person and virtually. Accountable for workforce planning, training as well as workforce engagement, performance management, recognition, development and coaching. Leads the implementation of systems and processes to maintain a highly engaged workforce. Accountable for actively addressing engagement and individual performance issues. • Customer Service & Reliability: Responsible for executing high levels of customer service in an efficient manner. Collaborates with Regional Planner, Operations Support Admin and other functional partners to ensure ability to meet customer demand. Ensures that customers are satisfied and any inquiries, incidents and issues are resolved in timely manner. • Operational Performance: Responsible for achieving depot operations performance through continuous improvement practices and leading Operational Excellence. Specific responsibilities include: managing depot expenses, service and distribution performance through efficient operations. Responsible for leading safety, DOT and quality control management practices within a depot. Minimum Requirements • 5+ years’ experience in operations or restaurant industry • Proven track record in managing customer service challenges which result in mutual wins • Comfortable working in fast paced, growth environment • Ability to motivate others and build highly engaged and effective teams • Self-aware; knows strengths and weaknesses and actively pursues ways to improve • Possesses managerial courage to say what needs to be said, address poor performance and lead courageously • Strong interpersonal communication skills and the ability to influence across the organization Preferred Requirements • 2+ years of management experience including experience in managing performance, coaching, handling conflict and developing employees • Bilingual Spanish and English #LI-LB1 Inclusive Employer At Restaurant Technologies, we celebrate diversity, believe in equity, and are committed to creating an inclusive environment for all employees; we’re proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.” If you need assistance or an accommodation due to a disability, please contact us by email at RTCareers@rti-inc.com or call 1-888-796-4997. Restaurant Technologies is a Military & Veteran friendly company. Culture & Benefits Our employees are the foundation of our success and we take care of them! Our comprehensive benefits include professional development, competitive health care coverage, incentives and a healthy work and life balance. We’ve cultivated an award-winning workplace for driven team members who enjoy a fast pace and rapid growth balanced by a flexible and supportive environment. We’ve earned recognition as a “Best Place to Work,” by the Minneapolis/St. Paul Business Journal along with The Minnesota Work Life Champions Award while consistently earning a spot on Minnesota’s Fastest Growing Companies list. In addition, we’ve earned numerous awards from our customer base who consider Restaurant Technologies a valued strategic partner. Who We Are Restaurant Technologies is the leading provider of highly innovative and value-enhancing bulk cooking oil management services to the food service industry. Our solution is environmentally sound, highly efficient and creates a safer, more productive work environment for restaurant personnel. With over 35,000 existing customers we are an established, profitable mid-sized company poised for double-digit growth in the coming year. We are headquartered in suburban Minneapolis, Minnesota with a growing number of sites strategically located across the U.S. serving over 41 metropolitan markets.

Leading depot teams to achieve operational performance, customer satisfaction, and safety standards. | Requires 5+ years in operations, 2+ years in management, and proven ability to manage customer service challenges and lead high-performance teams. | The Operations Manager, in partnership with General Manager, is responsible for achieving depot results through leading high performance team within assigned depot. Location: The RT Depot is located in Tualatin, OR Salary: Exempt position w/ bonus potential Schedule: Monday - Friday, 5:30 am start time Flexibility is required, including on-call availability as needed to support business operations Primary Job Accountabilities: People Leadership: Responsible for leading and developing team to drive high performance and Restaurant Technologies values. Responsible for developing, managing and coaching depot employees in person and virtually. Accountable for workforce planning, training and on as well as workforce engagement, performance management, recognition, development and coaching. Leads the implementation of systems and processes to maintain a highly engaged workforce. Accountable for actively addressing engagement and individual performance issues. Customer Service & Reliability: Responsible for executing high levels of customer service in an efficient manner. Collaborates with Regional Planner, Ops Support Admin and other functional partners to ensure ability to meet customer demand. Ensures that customers are satisfied and any inquiries, incidents and issues are resolved in timely manner. Operational Performance: Responsible for achieving depot operations performance through continuous improvement practices and leading Operational Excellence. Specific responsibilities include: managing depot expenses, service and distribution performance through efficient operations. Responsible for leading the overall safety, DOT and quality control management practices within a depot. Education, Requirements & Competencies: 5+ years’ experience in operations 2+ years of management experience, highly preferred Proven track record in managing customer service challenges which result in mutual wins Comfortable working in fast paced, growth environment Ability to motivate others and build highly engaged and effective teams Experienced in leading teams for high performance, including managing performance, coaching, handling conflict and developing employees Self- aware- knows strengths and weaknesses and actively pursues ways to improve Possesses Managerial courage to say what needs to be said, address poor performance and lead courageously Strong interpersonal communication skills and the ability to influence across the organization Strong business acumen and proven track record in achieving financial and operational results % of Time Traveling: ~20% #LI-LB1 Inclusive Employer At Restaurant Technologies, we celebrate diversity, believe in equity, and are committed to creating an inclusive environment for all employees; we’re proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.” If you need assistance or an accommodation due to a disability, please contact us by email at RTCareers@rti-inc.com or call 1-888-796-4997. Restaurant Technologies is a Military & Veteran friendly company. Culture & Benefits Our employees are the foundation of our success and we take care of them! Our comprehensive benefits include professional development, competitive health care coverage, incentives and a healthy work and life balance. We’ve cultivated an award-winning workplace for driven team members who enjoy a fast pace and rapid growth balanced by a flexible and supportive environment. We’ve earned recognition as a “Best Place to Work,” by the Minneapolis/St. Paul Business Journal along with The Minnesota Work Life Champions Award while consistently earning a spot on Minnesota’s Fastest Growing Companies list. In addition, we’ve earned numerous awards from our customer base who consider Restaurant Technologies a valued strategic partner. Who We Are Restaurant Technologies is the leading provider of highly innovative and value-enhancing bulk cooking oil management services to the food service industry. Our solution is environmentally sound, highly efficient and creates a safer, more productive work environment for restaurant personnel. With over 35,000 existing customers we are an established, profitable mid-sized company poised for double-digit growth in the coming year. We are headquartered in suburban Minneapolis, Minnesota with a growing number of sites strategically located across the U.S. serving over 41 metropolitan markets. The Company Headquartered in Mendota Heights, Minn., Restaurant Technologies is a fast-growing, award-winning company (Best Places to Work, Entrepreneur of the Year) looking to extend its history of fast growth. We are the leading provider of cooking-oil management and back-of-house hood and exhaust cleaning solutions to over 35,000 food service providers. The Team Located in one of our 41 depots, our operations teams are the face of Restaurant Technologies while onsite at customer locations: whether performing service, delivering and picking up oil, or providing training.