Configuration Manager

At Qu you’ll find a fun, dynamic, and diverse culture that celebrates team and individual success. Our people are down to earth, trail blazin’ folks who value innovation. While mostly virtual, we collaborate closely to produce leading-edge software solutions much needed in the restaurant industry.

Qu is seeking a highly skilled and experienced Sr. Manager/Director of Configuration Services to lead our Configuration Services department. This role is pivotal in ensuring the successful implementation and ongoing maintenance of our Point of Sale (POS) systems for our customer base. The ideal candidate will provide strategic leadership, oversee the Configuration Services team, and drive continuous improvement in processes and customer satisfaction.

Services Description: Configuration Services consists of Site Localization, Concierge and Menu maintenance Services.

• Site Localization is the configuring of store specific Enterprise Intelligence (EI) items such as prices, discounts, taxes, and employees.
• Concierge Service is the next day "white glove" treatment for stores that have installed within the last 24 hours. This includes edits or corrections to items configured on the Site Localization process, as well as Kitchen / Printer routing edits and answers to general "How To" questions. Additionally, the Concierge team makes two outbound calls to stores installed the day prior in regard to the subjects previously stated in Concierge Service (they may also receive calls for those subjects).
• Menu Maintenance is the service for ongoing EI Menu Management for an agreed upon (SOW) list of categories and fields in which the brand is using Qu to maintain.

At Qu you will:

Leadership and Team Management:

• Responsible for Menu Maintenance, Concierge and Site Localization for the Brands that have contracted these services.
• Provide leadership to the Configuration Services team, including Database Administrators, Menu maintenance and Concierge/Site Localization Technicians.
• Interview, hire, develop, and evaluate performance of team members; provide feedback and coaching as appropriate.
• Ensure the team is effectively managing inbound menu maintenance requests and implementing menu changes (Prices, Items, Discounts, Layouts, etc.) for customers.
• Oversee training and support for team members, ensuring consistent and high-quality task completion.
• Manage team activities, ensuring coverage during high call volumes or staff breaks/PTO.
• Communicate status updates and project progress to relevant stakeholders.

Strategic Planning and Implementation:

• Establish, oversee, and implement architectural and solution design guidelines and standards for new customer onboarding.
• Drive technology strategy and architecture aligned with business outcomes.
• Work closely with Product teams to evaluate, select, recommend, and configure technology solutions that align with enterprise strategy.
• Collaborate with peers to refactor business processes and improve customer experience.

Operational Efficiency and Quality Control:

• Monitor and follow up on the completion of tasks assigned to the team, including menu maintenance, site localization, and configuration special projects.
• Ensure seamless operations outside standard business hours and maintain schedule adherence for go-live sites.
• Analyze and recommend various configurations to meet client needs during implementation.
• Perform system staging and configuration for new/replacement QU systems, including menus.
• Review existing processes, revise scripts/decision flow charts, and cascade updates to the team.

Customer Engagement and Escalation Management:

• Maintain effective and efficient communication with customers, documenting all requests and changes in CRM or applicable tools.
• Triage configuration team escalations and determine appropriate actions.
• Keep internal Qu teams informed about escalations and resolutions.
• Communicate brand-wide changes to customers as received from the Corporation.

What we're looking for:

• Strong interpersonal skills and the ability to collaborate with coworkers at all levels.
• Demonstrated experience in architectural design and technical leadership.
• Proficiency in project tracking software (e.g., Jira, Smartsheet, Salesforce).
• Ability to multitask, work independently under tight deadlines, and maintain composure under stress.
• Strong analytical, problem-solving abilities, and attention to detail.
• Excellent customer service, verbal, and written communication skills.
• Experience with Windows Operating System, spreadsheets (Google Sheets/Excel), and database management tools.
• Knowledge of POS system design, installation, configuration, operations, and maintenance.
• Previous experience working in or with restaurants.
• SaaS experience preferred.
• Willingness to travel and work flexible hours based on customer needs.
• Commitment to continuous learning and professional development.
• Work Remotely: Yes
• Travel: Yes (When needed)

Qu POS, Inc. is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, or genetic information. We comply with all applicable laws regarding non-discrimination and are committed to creating a diverse and inclusive workplace.