Product Operations Analyst

$90,000 - $120,000/Yr

Kudzu Interactive - Boston, MA

Part-time - Mid Level

Remote - Boston, MA

About the position

Tillster is seeking a Product Operations Analyst for the TCE-Serverless Architecture platform, an operational role focused on supporting the Product Operations Lead throughout the Marketplace onboarding process. This position is crucial in ensuring that the store's menus are created and fully tested to support ordering functionality. The analyst will work closely with various teams to ensure that restaurant menu changes, store maintenance requests, and escalated ordering issues are handled efficiently. The responsibilities include setting up Brand/store/POS configurations, publishing menus, and conducting quality control checks. The analyst will evaluate menus to collaborate with customers and create effective menu structures for marketplace menus. They will also be involved in building menus, conducting User Acceptance Testing (UAT), and coordinating pilot and rollout dates with Sales, Brand, Product, and Support teams. Additionally, the analyst will review all menu content for accuracy as part of the onboarding process and ongoing brand maintenance. The role also involves processing end-to-end order injection testing and providing brand support for restaurant menu changes and store maintenance requests. Training newer analysts on the TCE Admin tool and providing customer training on the same tool are also key responsibilities. This position requires a detail-oriented individual with a commitment to accuracy and adherence to established procedures, as well as excellent customer service skills. To thrive at Tillster, candidates must exhibit a strong commitment to core values such as putting customers first, collaborating effectively, embracing innovation, operating from data, driving results, taking ownership, and bringing enthusiasm to their work. Tillster is dedicated to creating an inclusive working environment and values diversity in all forms.

Responsibilities

• Set up Brand/store/POS configurations and publish menus.
• Conduct quality control checks on menus.
• Evaluate menus to create effective menu structures for marketplace menus.
• Build menus, conduct UAT, and coordinate pilot and rollout dates with Sales, Brand, Product, and Support teams.
• Review all menu content for accuracy during onboarding and ongoing brand maintenance.
• Process end-to-end order injection testing as part of onboarding and ongoing brand maintenance.
• Provide brand support for restaurant menu changes and store maintenance requests.
• Train newer analysts on how to use the TCE Admin tool.
• Provide customer training on the TCE Admin tool.

Requirements

• Multi-lingual: Spanish and English proficiency.
• 3-5 years of professional work experience.
• Basic knowledge of Restaurant POS systems such as Aloha, Micros, POSitouch, etc.
• QA experience is a strong plus.
• Experience in the restaurant industry is a strong plus.
• Detail-oriented with a commitment to accuracy and adherence to established procedures.
• Excellent customer service skills.
• Ability to multitask, stay organized, and work with shifting priorities.
• Experience working independently within a team environment.
• Professional and likeable demeanor.
• Enthusiastic and energetic team player.
• Must have access to high-speed internet for remote work.

Nice-to-haves

• Experience with digital ordering systems.
• Familiarity with customer engagement solutions.

Benefits

• Expected base salary range of $90,000 - $120,000.
• Eligible for participation in the Stock Option Plan.
• Medical, dental, vision, and FSA benefits for full-time employees and their dependents.
• Healthcare and Dependent Care reimbursement programs.
• Employee Assistance Program (EAP) and 24-hour confidential medical counseling services.
• Ten (10) paid holidays per calendar year.
• 15 days of Paid Time Off (PTO) in the first 12 months, increasing to 22 days in subsequent years.
• 401(k) Plan participation starting from the employment start date.
• College tuition and education assistance programs; Udemy Learning courses; ongoing learning and development opportunities.