Operations Account Manager-Americas. (Bi-Lingual Spanish & English)

Operations Account Manager-Americas (Bi-Lingual Spanish & English)

Hybrid-Florida-Miami

The Operations Account Manager is a key role within Tillster's Account Management organization, responsible for supporting the operational execution, reporting, and day-to-day account activities for a portfolio of high-value accounts.

This role works closely with Operations, Procurement, Product & Engineering, Support, and Finance teams to ensure successful delivery of Tillster products and services, high customer satisfaction, and operational excellence across pilots and scaled deployments.

The Operations Account Manager is measured on execution quality, customer responsiveness, operational readiness, and contribution to account health, retention, and growth initiatives.

Primary Objectives

• Support high-quality execution of account operations, pilots, and deployments
• Maintain accurate reporting, project tracking, and customer communications
• Proactively identify risks, blockers, and opportunities within assigned accounts
• Build foundational relationships with customer stakeholders and franchisees and support with sales orders and onboarding while transition to delivery services for installation
• Leverage AI-enabled tools and automation to improve customer engagement, operational efficiency, reporting accuracy, and identification of revenue growth opportunities.

Key Responsibilities

Account & Customer Support

• Serve as a day-to-day operational point of contact for assigned customer accounts, under the direction of a Senior Operations Account Lead
• Support regular customer touchpoints (status calls, check-ins, follow-ups) to ensure alignment and satisfaction
• Track customer feedback, issues, and action items, and escalate appropriately

Program & Project Execution

• Support implementation plans, rollout schedules, and deployment tracking for pilots and large-scale programs
• Maintain project plans, trackers, and status update decks for internal and customer use
• Coordinate with Operations / Service Delivery teams to track franchisee readiness and installation pipeline

Reporting & Analytics

• Prepare weekly customer reports and dashboards (install progress, KPIs, risks, dependencies)
• Maintain Customer Relationship Scorecards and operational performance metrics
• Utilize AI-driven analytics and reporting tools to identify operational trends, franchisee adoption patterns, customer risks, and expansion opportunities across assigned accounts by highlight business case & ROI.
• Support the development of more data-driven Monthly and Quarterly Business Reviews (MBRs/QBRs) through automated insights, predictive reporting, and KPI analysis.

Cross-Functional Collaboration

• Work cross-functionally with Operations, Product, Engineering, Support, and Finance to ensure smooth execution and issue resolution
• Support internal leadership reporting by consolidating data and insights from assigned accounts

Account Growth Enablement

• Assist senior account leaders with account planning activities, including tracking expansion opportunities and new initiatives
• Support lifecycle activities such as renewals, feature rollouts, and introduction of new products or offerings
• Identify and support revenue growth opportunities within individual franchisee accounts, including upsell and cross-sell initiatives aligned to franchisee operational maturity and adoption stage
• Track and report on franchisee-level revenue metrics, including attach rates, product utilization, and incremental growth, escalating insights and risks to senior account leaders to inform strategic account planning
• Leverage AI and data insights to proactively identify opportunities for increased product adoption, upsell initiatives, operational improvements, and accelerated revenue growth across franchisee accounts.
• Utilize customer usage trends, deployment data, and operational metrics to support more strategic account planning and proactive customer engagement.

Skills & Qualifications

• Bachelor's degree required
• 5-7 years of direct experience in account management, project management, operations, or program coordination to support large-scale implementation projects
• Fluent in both English and Spanish (written and verbal) required
• Exposure to digital, SaaS, retail technology, QSR, or restaurant environments preferred
• Strong organizational and project-tracking skills with high attention to detail
• Proficient in MS Excel & PowerPoint and Asana for tracking, analysis, and reporting
• Experience leveraging AI productivity and analytics tools to improve reporting, customer communication, workflow automation, and operational efficiency is strongly preferred.
• Comfortable utilizing modern AI-enabled business tools to support faster decision-making, customer insights, and scalable account management processes.
• Clear written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative, team-oriented mindset with strong ownership and accountability
• Curious and data-driven, with a desire to learn and continuously improve
• Comfortable working cross-functionally and taking direction from senior leaders

Preferred

• Experience supporting pilots, deployments, or rollouts across multiple locations
• Familiarity with franchise or multi-unit retail operating models
• QSR / Restaurant / Retail experience is a strong plus

Growth Path

This role is designed as a feeder position into Senior Operations Account Lead roles, with progression based on:

• Demonstrated ownership of accounts and programs
• Strong execution and customer satisfaction outcomes
• Ability to independently manage increasingly complex accounts and initiatives

Pay and Benefits (USA)

• Expected base salary ranges of $105,000 - $125,000+ Bonus/Commission Total starting compensation will be determined based on all lawful criteria, Company policy and best practices.
• Equity: All employees within the U.S. are eligible to participate in the Stock Option Plan.
• Health Benefits: All full-time, regular employees and their dependents are eligible for medical, dental, vision and FSA benefits. Additional health benefits include Healthcare and Dependent Care reimbursement programs, Employee Assistance Program ("EAP") and Optum Care 24-hour confidential medical counseling services.
• Holidays: The company observes ten (10) paid holidays per calendar year.
• Paid Time Off (PTO): Full-time, regular employees earn 15 days of PTO in the first 12-months of continuous service, and 22 days in subsequent years. Eligible part-time employees earn pro-rated PTO.
• Retirement: Effective with your employment start date, you will be eligible to participate in the 401(k) Plan.
• Education, Learning & Development: We offer college tuition and education assistance programs; Udemy Learning courses; and ongoing learning and development opportunities.

Making a Difference in the Tillster Way

Our business and product mission is to empower restaurants and consumers globally; by empowering, supporting, and nurturing the people who are part of the global Tillster team. We are committed to fostering an inclusive and diverse work environment where every team member is respected, empowered, and encouraged to grow. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.