United States onlyRestaurant365 is seeking a dynamic Program Manager to partner closely with the Senior Director of Digital & Scaled Customer Success in driving the next evolution of digital customer engagement and scaled success programs. This role is both strategic and operational—responsible for ensuring customer escalations are proactively managed, digital initiatives are executed with velocity, and team readiness continues to grow.
The ideal candidate is a system-minded operator with an eye for process improvement, program execution, and stakeholder alignment across Customer Success, Support, and Product teams.
How you'll add value:
- Program & Project Management: Plan, execute, monitor, and control digital and operational programs from initiation through delivery; manage program scope, timelines, resources, and cross-functional dependencies to ensure initiatives are completed on time and within budget; establish governance frameworks, KPIs, and reporting mechanisms to measure program performance and impact; partner with cross-functional stakeholders (Product, CS, Support, Marketing, RevOps) to align initiatives with organizational OKRs.
- Operational & Escalation Management: Oversee the customer escalation program across the Digital & Scaled CS segments, ensuring visibility, accountability, and timely resolution; maintain reporting on escalation trends, root causes, and follow-up actions; serve as a liaison between Support Operations, Product, and CS leadership to ensure high-impact customer issues receive executive visibility and coordinated outcomes.
- Digital Initiative Execution: Drive execution of digital-first initiatives such as playbook automation, lifecycle campaign optimization, and in-app engagement launches; track and report key milestones, adoption rates, and ROI for digital programs; collaborate with Analytics and RevOps to tie digital outcomes to customer health and retention metrics; apply agile methodologies to improve iteration speed and scalability of digital programs; partner with Education Services to create personalized learning journeys through multi-channel delivery models (email, customer hub, retargeting)
- Process Improvement & Enablement: Identify opportunities for operational efficiency and process standardization within Digital & Scaled CS; develop and maintain centralized resource hubs, documentation, and playbooks to support program consistency; partner with leadership to design enablement frameworks that improve team skills, onboarding, and adoption of digital-first workflows.
- Cross-Functional Collaboration: Facilitate alignment and communication between multiple business units to ensure smooth execution of strategic initiatives; coordinate stakeholder meetings, working sessions, and progress reviews to maintain visibility and accountability; drive cross-departmental collaboration for at-scale customer engagement strategies.
What you'll need to be successful in this role:
- 3+ years of experience in Program or Project Management, Customer Success Operations, Customer Success or Digital Experience roles within SaaS or technology companies.
- Proven ability to manage complex, cross-functional programs and deliver measurable business outcomes.
- Strong skills in stakeholder management, facilitation, and communication.
- Analytical mindset with familiarity in digital engagement and automation platforms (e.g., Gainsight, Catalyst, Intercom).
- Experience in the restaurant or hospitality technology industry preferred.
R365 Team Member Benefits & Compensation
- This position has a salary range of $96,400-$144,600. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
