Peppr

Operations

• Define and execute Peppr’s overall operational strategy, driving efficiency, scalability, and alignment across departments.
• Oversee key operational functions including Customer Success, Support, Implementation, and internal business operations.
• Build and lead high-performing teams with clear accountability, ownership, and collaboration.
• Identify operational bottlenecks and implement solutions that improve speed, quality, and scalability.
• Establish standard operating procedures, reporting frameworks, and automation tools to streamline workflows.
• Implement systems that enhance visibility into performance metrics across the organization.
• Work closely with Product, Sales, Engineering, and Finance to ensure operational alignment and resource efficiency.
• Partner with Product and Customer Success to enhance the end-to-end customer experience and drive retention.
• Collaborate with Finance on budgeting, forecasting, and resource allocation to support company goals.
• Oversee processes that ensure high-quality onboarding, implementation, and post-sale experience.
• Drive operational improvements that enhance customer satisfaction, loyalty, and retention.
• Serve as an advocate for customers, ensuring insights inform business decisions and roadmap priorities.

Senior Director of Operations

Customer Success Manager

• Align with the AE on project preparation and documentation.
• Partner with the Implementation team to schedule and execute the site survey.
• Work cross-functionally to relay project requirements to the appropriate internal teams.
• Serve as the primary point of contact to welcome new clients and ensure a smooth, supportive onboarding experience.
• Coordinate with field technicians who perform the installation, ensuring scheduling, communication, and a smooth go-live for the client.
• Build trust and long-term relationships by guiding clients through each step of the setup and configuration of their Peppr system.
• Develop and deliver tailored training plans, ensuring sessions, whether onsite or remote, are engaging, relevant, and empowering.
• Act as a strategic partner and advocate throughout the onboarding journey, ensuring each client feels confident, cared for, and set up for success.
• Monitor new accounts during the first 30 days to ensure proper system usage, satisfaction, and timely resolution of any issues.
• Act as the primary contact for a portfolio of key clients, building strong relationships, keeping them informed of new features and updates, and gathering feedback to collaborate with internal teams on improvements.
• Proactively drive upsell opportunities by identifying feature gaps or growth potential, and taking ownership of the upsell process.
• Manage multiple onboarding projects simultaneously, ensuring high-quality support while balancing competing priorities.

Customer Success Manager, Bilingual Spanish

• Align with the AE on project preparation and documentation during pre-onboarding.
• Partner with the Implementation team to schedule and execute site surveys.
• Serve as primary point of contact to welcome new clients and lead onboarding and system configuration.
• Develop and deliver tailored training plans, onsite or remote, and provide on-site training as needed.
• Monitor new accounts during the first 30 days to ensure proper system usage, satisfaction, and issue resolution.
• Act as primary contact for a portfolio of key clients, building relationships and communicating new features and updates.
• Proactively drive upsell opportunities by identifying feature gaps or growth potential and owning the upsell process.
• Manage multiple onboarding projects simultaneously (80+ accounts) while balancing competing priorities.
• Analyze usage trends and performance data to inform product improvements, forecasting, and feature adoption campaigns.

Sales Operations Manager

• About Peppr: At Peppr, we believe that technology should empower restaurants to thrive. Our mission is to provide restaurants with the tools they need to succeed in a fast-paced, ever-changing industry. Peppr POS (Point of Sale) provides SMB restaurants a cutting-edge management and transaction platform with hardware and software that targets solving their unique challenges and improves the efficiency of their operations. Join us on our journey to transform the restaurant experience, one transaction at a time.
• About the Role: We are seeking a Sales Operations Manager who excels not only in GTM planning and execution, but also in clear, persuasive, and cross-functional communication. In this role, you will act as the bridge between sales leadership, frontline teams, and cross-functional partners such as Marketing, Finance, and Product. You will turn complex data into actionable insights, align diverse stakeholders, and ensure GTM initiatives are understood, adopted, and executed effectively.
• Key Responsibilities: Communication & Stakeholder Alignment: • Serve as the primary liaison between Sales, Product, Internal System(CRM etc.), Business Analysis and other departments.
• Translate complex GTM strategies, incentive plans, and process changes into clear, actionable messaging for frontline sales teams.
• Facilitate regular business reviews, enablement sessions, and leadership updates.
• GTM Planning & Rollout: • Support the design and communication of territory models, quota assignments, and coverage strategies.
• Partner with leaders to roll out new sales motions and programs, ensuring team buy-in and understanding.
• Build executive-level presentations and reports to articulate progress, risks, and opportunities.
• Process & Policy Communication: • Own the clear documentation and distribution of sales processes, policies, and best practices.
• Ensure change management is supported by comprehensive communication plans, including timelines, FAQs, and training resources.
• Proactively gather feedback from the field and loop insights back into process improvements.
• Enablement & Training Collaboration: • Partner with Sales Enablement to develop communication materials, battle cards, and how-to guides.
• Host or co-host team calls, webinars, and workshops to reinforce adoption of new processes and tools.
• Qualifications: • 5+ years of experience in Operation in a SaaS or Tech industry.
• Exceptional written and verbal communication skills, with proven ability to simplify complex concepts.
• Strong presentation skills and experience influencing at all organizational levels.
• Expertise in CRM (Salesforce) and BI tools preferred.
• Experience with change management and stakeholder engagement.