Senior Implementation Specialist

Olo, a leading restaurant technology platform, helps brands raise orders and guest engagement through digital ordering, payments, and guest communications. The company serves more than 800 restaurant brands and works with a network of over 400 integration partners, processing millions of orders on its open SaaS platform. The Senior Implementation Specialist role is fully remote and can be performed from anywhere in the United Kingdom, making it a good fit for someone who loves guiding brands as they join the platform and broaden their tech stack with a hospitality mindset.

Reporting to the Senior Manager, Implementation, you’ll sit in Olo’s Customer Experience team and collaborate with Project Managers, Technical Specialists, Product Managers, Support, and leadership. Your work will revolve around helping new and existing brands adopt the Olo platform and expand how they use it, while sharing product expertise to support their goals and processes. If you enjoy a mix of product knowledge, customer advocacy, and cross-functional teamwork, this role could be a strong match.

Olo processes millions of orders daily for more than 800 restaurant brands and collaborates with a broad network of over 400 integration partners to accelerate technology’s impact on the dining experience. Learn more at olo.com. For privacy details, see the Applicant Privacy Notice (United Kingdom).

What you’ll do on a typical day

In this role you’ll guide a portfolio of projects within your product domain, helping brands join the platform and optimize their use of Olo. You’ll adapt to established processes to drive solid outcomes while collaborating with customers and Olo teammates to keep communication clear and aligned. You’ll act as a subject matter expert for your products, guiding customers through adoption and addressing questions with autonomy where possible.

You’ll champion the customer’s needs as you work with multiple stakeholders to move projects forward. When issues arise, you’ll troubleshoot with the customer and, where appropriate, escalate through the established channels to the right cross-functional teams. You’ll stay current on product changes and their impact on the business and the customer experience, and you may propose initiatives to speed up implementation velocity in partnership with leadership and the Implementation Team. There may also be opportunities to share insights with product teams to influence future improvements, and some work may fall under Professional or Managed Services engagements.

The essentials you’ll bring

• Three-plus years of experience managing customer relationships, projects, or integration implementations.
• A track record of delivering excellent customer experiences and advocating for customers.
• Knowledge of project management practices and the ability to steer work toward deadlines with internal and external partners.
• Proven experience training customer stakeholders on product best practices to drive strong program performance.
• Strong problem-solving skills with the ability to explain issues and solutions clearly.
• Ability to absorb technical details at varying levels of complexity to achieve project objectives.
• On-call after-hours and weekend availability as business needs arise.

• Preferred experience with Asana, Jira, Salesforce, Google Suite, and Zendesk.
• Familiarity with Loyalty and Marketing SaaS products is a plus.

Remote work, schedule and practicalities

This is a full-time position that’s fully remote within the United Kingdom, so you can work from anywhere in the country. The role includes the potential of after-hours on-call or weekend work when required by business needs. Details about travel, visas, or additional benefits aren’t provided in the description.

Advice for applicants

Lead your resume with a clear line about a project or portfolio where you guided customer-facing implementations or integrations and worked with cross-functional teams. That top example should show how you drove outcomes for brands and how you partnered with PMs, engineers, and support to deliver value.

When you describe must-have skills, include a concrete case where you trained customer stakeholders on product best practices and point to measurable improvements in adoption or program performance. Use a STAR-style example to illustrate the situation, actions you took, and the result.

In interviews, be ready to discuss how you troubleshoot and escalate issues with cross-functional teams, and how you communicate product changes to customers without losing momentum. Have a plan for how you would approach a typical onboarding scenario, including timelines, stakeholders, and potential risks.

Ask a thoughtful question about the role’s success metrics and what the team is doing to evolve the Engage Suite based on customer feedback. A good example: inquire how Olo measures implementation velocity and customer outcomes, and how product or leadership teams incorporate customer input into ongoing improvements.