Manager, Support Operations

HungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at www.hungerrush.com.

The Manager, Support Operations owns the operational engine behind the Menufy and HungerRush support teams: workforce planning, quality assurance, automation/AI, and training & knowledge management. This role leads a team of 4 functional leads and turns Support performance data into decisions the rest of the organization can act on.

Success in this role means building operational systems that allow Support leaders and agents to consistently deliver fast, high-quality customer experiences while continuously improving efficiency through data, automation, and process optimization.

Workforce Management

Contact-volume forecasting, staffing models, capacity planning across both support centers

Schedule adherence, shrinkage tracking, and coverage planning

Quality Assurance

QA scoring frameworks, calibration, and the coaching feedback loop

Quality trend reporting and corrective action planning

AI & Automation

Deflection and containment performance (Voice AI, bots, agent-assist tools)

Automation roadmap execution and vendor management

Training & Knowledge Management

New-hire onboarding and training effectiveness

Knowledge base content lifecycle and search/adoption health

Executive-level reporting like dashboards and scorecards that translate operational data into business impact

Cross-functional readiness: incident management, product launch prep, organizational change rollout

Process standardization across POS and Menufy support

This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position.

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.