Operation Leads

About TableCheck

TableCheck is a global platform built to help restaurants own their guest experience.
We help merchants reduce their reliance on paid booking channels by directly converting first-time diners into repeat guests⁠—and repeat guests into loyal fans.

Used by over 12,400+ restaurants in 35 countries–including over 300+ Michelin-starred restaurants and top hospitality brands such as Hyatt, Hilton and IHG. TableCheck has set new standards for restaurant management tools globally and is steadily growing to take on the challenge to become the world's leader in restaurant management.

About the role

The Operations Lead will oversee client onboarding, go-live success, and ongoing support in the China region, leading a team of consultants and driving key initiatives for one of our largest global hotel clients. This role requires strong leadership, project management, and cross-functional collaboration skills to ensure smooth operations and alignment with global teams. A client-focused mindset is essential, with a proven ability to build strong relationships, manage escalations, and deliver high service standards. The Operations Lead will streamline processes, monitor performance metrics, and drive continuous improvement, while also mentoring the team and fostering a culture of accountability, efficiency, and results. Clear communication and the ability to lead through change are crucial to success in this role.

Duties & Responsibilities

Lead Implementation Project

• Lead and manage implementation projects from initiation to execution, ensuring timelines are met and project status is clearly communicated through close coordination with the Global Sales and Global Client Success team.
• Oversee all phases of project delivery, including project planning, platform configuration, user training, go-live preparation, and post-launch support.
• Establish clear project scopes and timelines, proactively managing risks, dependencies, and resource constraints to minimize disruption.
• Serve as the primary point of contact for clients during onboarding, effectively setting and managing expectations around deliverables, timelines, and responsibilities.
• Strong understanding and hands-on experience with our system is essential to successfully manage client projects and support operations.
• Apply strong problem-solving and critical-thinking skills to quickly resolve issues, remove blockers, and adapt to changing project needs.
• Ensure continuous communication and transparency across internal teams and external clients through regular status reporting and stakeholder check-ins.
• Champion process improvement and knowledge sharing within the implementation team to support operational excellence and scalability.

Client Engagement and Support

• Build strong relationships with key global hotel clients, serving as the primary point of contact for all support needs and escalations.
• Lead and mentor a team of Client Consultants to ensure smooth onboarding, post-go-live success, and high service standards.
• Resolve client issues in coordination with technical and support teams, ensuring timely and effective outcomes.
• Collaborate with Global Sales, Client Success, and Product teams to share client feedback and continuously improve service delivery.
• Advocate for client needs internally while driving operational improvements and long-term satisfaction.

Daily Operations and Performance Management

• Oversee daily team operations to ensure alignment with organizational goals, efficient execution, and high service standards.
• Maintain and continuously improve standard operating procedures (SOPs) to ensure consistency, scalability, and compliance.
• Monitor and analyze key performance indicators (KPIs), such as ticket volume, response time, and resolution rates, to drive performance and service quality.
• Manage team resources effectively, implementing strategic initiatives that improve onboarding practices, streamline support workflows, and boost operational efficiency.
• Ensure adherence to company policies, regulatory standards, and best practices across all operational activities.
• Address customer inquiries and escalations promptly, maintaining high levels of responsiveness and client satisfaction.
• Foster a culture of accountability, continuous improvement, and operational excellence through data-driven decision-making and team leadership.

Team Management and Development

• Lead, mentor, and support the operations team to drive high performance, accountability, and professional growth.
• Foster a collaborative, inclusive, and results-driven team culture aligned with organizational values and goals.
• Identify skill gaps and development opportunities, partnering with the global training team to implement targeted learning initiatives and continuous improvement programs.
• Manage the full employee lifecycle for direct reports, including recruitment, onboarding, performance evaluations, and career development planning.
• Set clear expectations, provide regular feedback, and coach team members to ensure individual and collective success.

Qualifications (Must Requirement)

• Minimum of 5 years' experience in SaaS operations and implementation within the hospitality or restaurant technology sectors.
• At least 2 years of proven experience in project and team leadership, adept at managing multiple client implementations simultaneously while meeting strict deadlines.
• In-depth knowledge of restaurant and hotel operations, including reservations, table management, and food & beverage services.
• Strong client-facing skills, with experience in effective communication, negotiation, and relationship management.
• Excellent written, verbal, and presentation skills, capable of engaging diverse stakeholders at all levels.
• Exceptional organizational abilities with meticulous attention to detail and strong multitasking skills.
• Proficiency in Microsoft Office Suite, including advanced capabilities in PowerPoint, Excel, and Word.
• Demonstrated problem-solving skills and the ability to make data-driven decisions under pressure.
• Experience collaborating cross-functionally with sales, product, and support teams to drive project success and client satisfaction.
• Proven ability to foster a positive team environment, mentor staff, and manage performance to achieve operational excellence.

Language skills

• Chinese Native
• English above Business level of verbal & written communication skills
  (Internal communication will be mainly in English)

Conditions & Work Environment

• Position Type : Permanent / Full time employee (Probation Period : 3 months)
• Working hours: 9:00〜18:00
• Holidays: Sat, Sun and China national holidays
• Others: Business Travel may be required

Location
Shanghai (China)