Who We Are
HungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business.
Learn more at www.hungerrush.com.
Position Summary
The Manager, Support Operations owns the operational engine behind the Menufy and HungerRush support teams: workforce planning, quality assurance, automation/AI, and training & knowledge management. This role leads a team of 4 functional leads and turns Support performance data into decisions the rest of the organization can act on. Success in this role means building operational systems that allow Support leaders and agents to consistently deliver fast, high-quality customer experiences while continuously improving efficiency through data, automation, and process optimization.
What this Role Owns
Workforce Management
- Contact-volume forecasting, staffing models, capacity planning across both support centers
- Schedule adherence, shrinkage tracking, and coverage planning
Quality Assurance
- QA scoring frameworks, calibration, and the coaching feedback loop
- Quality trend reporting and corrective action planning
AI & Automation
- Deflection and containment performance (Voice AI, bots, agent-assist tools)
- Automation roadmap execution and vendor management
Training & Knowledge Management
- New-hire onboarding and training effectiveness
- Knowledge base content lifecycle and search/adoption health
Also Responsible For
- Executive-level reporting like dashboards and scorecards that translate operational data into business impact
- Cross-functional readiness: incident management, product launch prep, organizational change rollout
- Process standardization across POS and Menufy support
Leadership Responsibilities
- Manages and develops the 4 functional leads directly
- Operates as an enabling partner to frontline team leaders: supporting execution, not directing team strategy
- Escalates cross-functional blockers to Support leadership rather than setting strategic direction independently
Qualifications
Required
- 5+ years in contact center operations, including 2+ years in a WFM, QA, or CX operations leadership capacity
- Direct experience with forecasting/scheduling platforms (e.g., Assembled) and QA tooling
- Track record of owning a performance scorecard and presenting results to leadership
- Strong analytical skills, comfortable translating raw metrics into a clear operational narrative
Preferred
- Experience leading or heavily supporting an AI/automation deflection initiative
- Zendesk administration or configuration experience
- Background in restaurant technology, POS, or SaaS support environments
Key Performance Indicators
- Service level and staffing forecast accuracy
- QA score trend and calibration consistency
- AI deflection rate and containment quality
- New-hire time-to-proficiency
- On-time delivery of the weekly executive summary
Additional Details
This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position.
Disclaimer:
This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.
HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.
