About TabSquare
TabSquare is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experiencefast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
At TabSquare, we're redefining how restaurants connect with their guests. Our AI-powered platform delivers seamless, and personalized ordering and payment experiences that help restaurants drive higher revenue, streamline operations, and elevate guest satisfaction.
With thousands of restaurant partners across APAC and beyondincluding Pizza Hut, Marrybrown, Sushi Tei, Paradise Group, The Coffee Club, and Secret Recipewe're proud to be leading the digital transformation of the F&B industry.
Learn more at www.tabsquare.ai
Key Responsibilities:
We are looking for a motivated Regional Operations Manager to lead a team in-charge of implementation of TabSquare's solution, project management and customer success. The Operations Manager will plan, document, and execute all areas of implementation, client happiness and project delivery to achieve our GMV and Revenue targets. This exciting and challenging role will be a key success factor to the company's growth strategy in the market.
The Regional Operations Manager position involves the following duties:
1. Operational Strategy & Execution
- Lead and manage end-to-end operations for the region, including onboarding, deployment, and post-launch support.
- Translate company objectives into regional operational plans and KPIs.
- Monitor and improve service levels, process adherence, and response times across the region.
2. Cross-Functional Coordination
- Work closely with Sales, Customer Success, Product, and Technical teams to ensure seamless merchant onboarding and integration.
- Collaborate with the Product and Engineering teams to surface operational challenges and suggest scalable improvements.
- Partner with local teams to adapt and standardize processes across markets.
3. Merchant Success & Issue Resolution
- Ensure merchant satisfaction by establishing a strong support framework for issue resolution and escalations.
- Oversee regional ticket and incident management, driving RCA (Root Cause Analysis) and follow-up action plans.
- Track operational metrics and merchant feedback to guide continuous improvement.
4. Quality Control & Process Optimization
- Identify process gaps, inefficiencies, or high-friction points and lead initiatives to improve them.
- Implement SOPs, checklists, and training for deployment and support teams.
- Drive consistency in execution across outlets and markets.
5. People Management
- Lead and develop a high-performing regional operations team.
- Conduct regular coaching, performance reviews, and team capacity planning.
- Align the team with operational goals and uphold Tabsquare's customer-centric culture.
6. Reporting & Insights
- Provide regular updates to leadership on operational performance, risks, and improvement plans.
- Analyze data from support tickets, deployments, and merchant feedback to identify trends and areas of concern.
Qualifications:
- Bachelor's degree in Business, Operations, Engineering, or related field.
- 58 years of experience in operations, preferably in SaaS, F&B tech, or POS-related environments.
- Strong project management and cross-functional coordination skills.
- Proven ability to lead remote and regional teams.
- Analytical and data-driven mindset with a strong focus on process and quality.
- Excellent communication skills and stakeholder management experience.
- Proficiency in Mandarin is a plus, especially for engaging with Mandarin-speaking merchants or regional partners.
Why Join TabSquare
- Own and Shape Growth in a High-Growth Tech Company: Be at the forefront of innovation in AI, fintech, and digital ordering solutions for F&B.
- Make an Impact, Fast: You'll have the autonomy and accountability to move fast, make decisions, and see the impact of your work.
- Culture of Innovation and Learning: Join a collaborative, agile team that values ideas, experiments, and continuous improvement.
- Attractive Compensation & Career Progression: We recognize performance and invest in your growth with real opportunities to step up.
Note: Please note that only shortlisted candidates will be contacted
