Senior Director of Operations

About Peppr

Peppr gives independent restaurants the POS and ordering solutions built for how they actually work. We focus on solving real problems owners face every day, from managing the dinner rush to driving more sales through digital channels. Running a restaurant is hard enough without fighting your technology. That’s why we handle setup and launch, so restaurants can focus on their guests and grow their business faster. Join us on our journey to transform the restaurant experience, one transaction at a time.

About the Role

Peppr is seeking a Senior Director of Operations to lead and scale the company’s core operational functions across customer success, support, implementation, business operations, and internal processes. This role will be instrumental in ensuring that Peppr runs efficiently, delivers exceptional customer experiences, and scales sustainably as we continue our rapid growth.

As a senior member of the leadership team, you will define operational strategy, implement scalable systems, and drive cross-functional alignment across teams. You’ll be both a strategic thinker and a hands-on operator—comfortable zooming out to set direction and zooming in to execute.

What You'll Do

Operational Leadership & Strategy

• Define and execute Peppr’s overall operational strategy, driving efficiency, scalability, and alignment across departments.

• Oversee key operational functions including Customer Success, Support, Implementation, and internal business operations.

• Build and lead high-performing teams with clear accountability, ownership, and collaboration.

Process & Systems Optimization

• Identify operational bottlenecks and implement solutions that improve speed, quality, and scalability.

• Establish standard operating procedures, reporting frameworks, and automation tools to streamline workflows.

• Implement systems that enhance visibility into performance metrics across the organization.

Cross-Functional Collaboration

• Work closely with Product, Sales, Engineering, and Finance to ensure operational alignment and resource efficiency.

• Partner with Product and Customer Success to enhance the end-to-end customer experience and drive retention.

• Collaborate with Finance on budgeting, forecasting, and resource allocation to support company goals.

Customer & Partner Experience

• Oversee processes that ensure high-quality onboarding, implementation, and post-sale experience.

• Drive operational improvements that enhance customer satisfaction, loyalty, and retention.

• Serve as an advocate for customers, ensuring insights inform business decisions and roadmap priorities.

Qualifications

• 10+ years of experience in operations, customer success, or related leadership roles, preferably within SaaS or technology companies.

• Proven success in building and scaling multi-functional operations teams in high-growth environments.

• Strong operational acumen with expertise in systems, process design, and performance management.

• Proficiency with business systems such as Salesforce, Gainsight, Talkdesk, and analytics platforms.

• Excellent communication, problem-solving, and leadership skills with a collaborative, data-driven mindset.

• Experience in restaurant technology, hospitality tech, or similar service-based industries is a strong plus.