Senior Business Operations Manager

Job Overview

The Senior Business Operations Manager plays a critical role in scaling and optimizing our restaurant technology platform business. This position serves as a strategic operator—bridging global teams, diagnosing systemic challenges, and designing scalable solutions that enhance operational efficiency, business performance, and customer experience.

You will collaborate closely with cross-functional partners including Sales, Implementation, Customer Support, Logistics, Finance, and China-based Operations teams. The ideal candidate is a structured problem-solver with the curiosity to ask the right questions, the analytical skills to extract insights from data, and the strategic mindset to turn findings into actionable solutions at high velocity.

This is a highly visible role that requires both strategic foresight and operational excellence—someone who thrives in a dynamic environment and continuously drives improvement across systems, processes, and performance metrics.

What You'll Focus On:

Operational Strategy & Continuous Improvement

• Diagnose root causes of operational inefficiencies across onboarding, customer care, logistics, billing, and merchant lifecycle management.
• Design and execute scalable solutions that improve workflow efficiency, enhance customer outcomes, and strengthen cross-border operations.
• Foster a culture of continuous improvement—proactively identifying opportunities for optimization before issues escalate.

Cross-Functional Project Leadership

• Lead end-to-end strategic initiatives, from problem definition to execution and impact measurement (e.g., process redesigns, systems integrations, or vendor transitions).
• Align U.S. and China-based teams to ensure seamless collaboration, transparency, and accountability on projects such as hardware deployment and returns 
• Establish clear project milestones and governance frameworks to ensure alignment, timely delivery and measurable results.

Business Insights & Performance Optimization

• Partner with BI and Systems teams to design, build, and continuously improve dashboards and reporting frameworks that measure operational KPIs, customer value, and business performance.
• Leverage analytics to track and improve customer lifetime value (CLV), retention, satisfaction, and operating efficiency to improve unit economics 
• Develop clear, data-backed business cases and performance models to inform strategic decisions and resource allocation.
• Drive a measurable KPI improvement in customer value through actionable insights, performance analytics, and operational excellence as not all revenue dollars are equally valuable

Systems & Infrastructure Development

• Partner with internal teams to refine tools, data pipelines, and workflows that enable automation, scale, and operational excellence.
• Evaluate and evolve systems and processes to support the company’s next stage of growth.
• Ensure data integrity and enable self-service reporting across functions.

Stakeholder Engagement & Communication 

• Act as the operational “glue” across global teams, ensuring alignment between U.S. strategy and China-based execution.
• Translate and simplify complex data and project findings into clear recommendations for senior leadership.
• Champion cross-border collaboration, mutual accountability, and operational transparency.

What You Bring:

• Bachelor’s degree required; MBA or equivalent advanced degree preferred.
• 6–10 years of experience in Business Operations, Central Operations, Strategy & Operations, Growth Operations, Management Consulting, or a related field.
• Proven ability to lead complex cross-functional projects and translate ambiguous business problems into structured, data-driven solutions.
• Experience in SaaS, POS, restaurant tech, or fintech operations strongly preferred.
• Prior startup or high-growth environment experience is highly valued.
• Strong analytical skills; proficiency in Excel/Google Sheets, SQL, and familiarity with BI tools (e.g., Tableau, Looker, Power BI).
• Demonstrated ability to develop business cases and influence decisions with data and storytelling.
• Exceptional communication and stakeholder management skills across cultures and functions.
• Mandarin bilingual preferred to facilitate collaboration with China-based teams.

Competencies: 

• Structured Problem Solving: Quickly identify root causes and build frameworks for scalable solutions.
• Data-Driven Decision Making: Leverage data to guide strategy and anticipate challenges before they arise.
• Cross-Functional Leadership: Drive alignment across global, cross-disciplinary teams so the team is rolling in the same direction.
• Strategic Systems Thinking: Design and evolve operational infrastructure that scales with business growth.
• Continuous Improvement Mindset: Relentlessly seek efficiency gains and process enhancements.

Work Condition:

• This is a remote position in the US requires occasional travel to client sites or company offices
• Primarily work involving extended periods of sitting at a computer, using phone and video conferencing technology for administrative and communication tasks.
• Flexibility and adaptability are key, as the role may involve adjusting to different time zones including US and China.

Disclaimer

• The job description is not meant to cover or include all the tasks, duties or responsibilities the employee may be required to perform.
• The job duties and responsibilities can change at any time, with or without notice.

What We Offer

• Salary range:$130,000-$150,000
• Medical, dental, and vision insurance
• 401(k)
• 100% employer-paid Short-Term Disability (STD)
• 100% employer-paid Life Insurance and option for additional employee-paid Life Insurance
• 100% employer-paid Accidental Death and Dismemberment (AD&D) Insurance and option for additional employee-paid AD&D Insurance
• Company holidays
• Birthday off
• Paid Parental Leave
• Flexible Paid Time Off (PTO)
• Employee Assistance Program (EAP)