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• Internal escalation layer - Serve as the single accountable owner for any operational issue that crosses two or more functions or reaches an executive level. Own the escalation path end-to-end: triage assign drive to resolution confirm root cause is fixed and QA'd. Delegation is fine. Accountability passing is not.

• Organizing dispersed functions - Consolidate today's scattered operational activities into coherent teams with clear charters, hand-offs, and accountability. Build playbooks, runbooks, and tooling that replace institutional knowledge held by individuals.

• B2B escalations function - Own the centralized intake, routing, and resolution of restaurant escalations, with clear owners and SLAs, so that Customer Success can refocus on growth, sales, and retention.

• Strategic operational initiatives - Own the implementation of cross-functional, project-based operational initiatives that move the needle at a company level.

• Product operations - Run the operational layer that sits between product/engineering and the field, ensuring releases land cleanly with restaurants.

• Delivery operations - Own day-to-day execution and issue resolution for delivery across partners.

• Customer support - Absorb and structure the support function once the foundation above is in place.

You will be the single point of contact for all operational matters - internally for product, engineering, and GTM teams, and externally as the operational owner restaurant partners can rely on when needed. This is primarily an internal function; external-facing involvement happens as needed, not as a default.

• 6+ years in operations leadership at a real operational company - ideally a high-growth marketplace, logistics, food-tech, fintech, or B2B SaaS serving SMB customers. Candidates should come from a company with a recognizable growth story: we want to see that you've scaled something, not just managed it.

• On-demand delivery or restaurant-tech experience is a strong plus.

• Bachelor's degree or higher.

• Proven track record building operational functions from scratch or from chaos - with evidence: playbooks, systems, metrics, before-and-after. Not just "I led ops."

• Experience owning cross-functional operations across multiple domains simultaneously (legal, finance, support, product ops, delivery).

• Strong systems and process thinking; comfortable defining SLAs, metrics, and accountability models and holding others to them.

• Hands-on SQL knowledge - you read the data yourself, you don't wait for someone to pull it.

• Demonstrated agent and automation building - you can show something you've built: a bot, a workflow, an AI-powered process. Not theoretical interest; actual output.

• Thrives in chaos - you operate effectively when priorities shift daily, problems are ambiguous, and pressure is high. You don't firefight indefinitely; you turn recurring chaos into documented systems.

• A service mindset - operational companies are pulled toward serving customers. You build engines that deliver that service at scale.

• Excellent stakeholder management; credible as the single point of contact for executives, partners, and internal teams.

• Experience working with Israeli startup culture, or a clear demonstrated ability to operate in a fast-moving, direct, low-hierarchy environment.

• Based in either NYC or Miami.

Operational noise is constant in any company that serves real businesses - restaurants need solutions, not just software. Every morning something new creates noise: a delivery issue, a legal question, a finance escalation, a product rollout problem. The difference between a company that scales and one that stalls is whether that noise flows through a structured engine with a clear owner, or through a handful of overloaded individuals.

You will build that engine. And in doing so, you'll unlock the company's next phase of growth.

• Strong & Competitive Compensation Package
• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)
• Paid Parental Leave
• Flexible Work Environment
• Responsible Paid Time Off Policy