Restaurant365 is looking for an experienced Program Manager to work closely with the Senior Director of Digital & Scaled Customer Success in advancing the company’s digital engagement strategy and scaled success programs. This position blends strategic planning with hands-on execution, ensuring customer escalations are managed proactively, digital initiatives move forward quickly, and team readiness continues to improve.

The ideal candidate is a systems-focused operator who excels at refining processes, driving programs to completion, and aligning stakeholders across Customer Success, Support, and Product.

How you’ll contribute:
– Program and project management: Lead the planning, execution, and oversight of digital and operational programs from start to finish. Manage scope, timelines, resources, and cross‑team dependencies to ensure on-time, on-budget delivery. Develop governance structures, KPIs, and reporting to track impact. Work with teams across Product, Customer Success, Support, Marketing, and RevOps to connect initiatives to organizational goals.
– Operational and escalation management: Manage the escalation program for Digital & Scaled CS, ensuring clear visibility, ownership, and timely resolution. Track escalation trends, root causes, and follow-up actions. Coordinate between Support Operations, Product, and CS leadership to ensure critical customer issues receive appropriate attention and collaboration.
– Digital initiative execution: Lead digital-first efforts such as automation playbooks, lifecycle campaign enhancements, and in-app engagement rollouts. Track milestones, adoption, and ROI. Partner with Analytics and RevOps to tie digital results to customer health and retention. Use agile practices to boost speed and scalability. Work with Education Services to build personalized learning experiences across multiple delivery channels.
– Process improvement and enablement: Identify areas where Digital & Scaled CS can become more efficient and standardized. Build centralized resources, documentation, and playbooks to support consistency. Collaborate with leadership to design enablement programs that strengthen team skills, onboarding, and adoption of digital-first processes.
– Cross-functional collaboration: Ensure alignment across departments to support smooth execution of strategic initiatives. Organize stakeholder meetings, working sessions, and progress updates. Promote collaboration across teams to drive scaled customer engagement strategies.

What you’ll need to succeed:
– At least 3 years of experience in program or project management, customer success operations, customer success, or digital experience roles in SaaS or technology.
– A track record of managing complex cross-functional programs and delivering measurable results.
– Strong stakeholder management, communication, and facilitation skills.
– An analytical approach and familiarity with digital engagement and automation tools such as Gainsight, Catalyst, or Intercom.
– Experience in restaurant or hospitality technology is a plus.

R365 team member benefits and compensation:
– Salary range: $96,400–$144,600, with actual pay depending on experience, skills, tenure, business area, and location. Restaurant365 is committed to equitable and transparent compensation.
– Comprehensive medical coverage fully paid for employees
– 401(k) with company match
– Equity option grant
– Unlimited PTO plus company holidays
– Wellness programs