Operations Lead – Shanghai, China

Would you like to take on the challenge of the world's first successful restaurant reservation platform? Join us and be a part of something groundbreaking

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 13,000+ 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 end-to-end implementation projects, overseeing planning, platform configuration, training, go-live readiness, and post-launch support

Define project scope, timelines, and responsibilities while proactively managing risks, dependencies, and resource constraints

Serve as the primary point of contact during onboarding, setting and managing client expectations around deliverables and timelines

Leverage strong hands-on knowledge of the platform to guide implementations and support ongoing operations

Apply strong problem solving and critical thinking skills to resolve issues and adapt to changing project needs

Ensure clear, consistent communication through regular status updates and stakeholder check-ins with clients and internal teams

Drive process improvement and knowledge sharing to support operational excellence and scalability

Serve as the primary point of contact and escalation for key global hotel clients

Build and maintain strong client relationships to drive long-term satisfaction

Lead and mentor onboarding consultants to deliver smooth onboarding and post–go-live

Partner with technical, support, Sales, Client Success, and Product teams to resolve issues and continuously improve service delivery

Advocate for client needs while driving operational and service improvements

Daily Operations and Performance Management

Oversee daily operations to ensure efficient execution, high service standards, and alignment with organizational objectives

Maintain and continuously improve SOPs to support consistency, scalability, and compliance

Monitor and analyze KPIs to drive performance, service quality, and data-informed decision-making

Optimize team resources, onboarding practices, and support workflows to improve operational efficiency

Ensure compliance with company policies, regulatory requirements, and best practices

Manage customer inquiries and escalations to maintain high responsiveness and satisfaction

Foster a culture of accountability, continuous improvement, and operational excellence

Lead, mentor, and develop the operations team to drive performance, engagement, and growth

Build a collaborative, inclusive, and results-driven team culture

Identify skill gaps and partner with training teams to implement targeted development initiatives

Manage the employee lifecycle, including hiring, onboarding, performance management, and career development

Set clear expectations, provide regular feedback, and coach team members for individual and team success

Qualifications

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.

Experience collaborating cross-functionally with sales, product, and support teams to drive project success and client satisfaction.

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

Working hours: 9:00〜18:00

Holidays: Sat, Sun and China national holidays

Others: Business Travel may be required

Location

Shanghai (China)

Department

Global Offices(Sales Division)

Locations

Shanghai

CONTACT

Eunji You

Talent Acquisition Leader