What you will do:

The Tech Ops Associate plays a key role in supporting operational efficiency and technical onboarding across our retail locations. This role ensures seamless setup and maintenance of systems and tools for new employees, stores, and services, while collaborating across Tech, Ops, Marketing and HR. The position will evolve over time, with automation and outsourcing for long-term scalability.

Key Responsibilities:

• New Employee / Barista Onboarding & Off-boarding
• Manage device and user account provisioning
• Order equipment and create necessary accounts
• Support onboarding / offboarding processes
  
  

New Store Tech Onboarding

• Set up necessary systems: POS, reporting tools, loyalty wallet creation, etc.
• Coordinate printing of assets with marketing to ensure all assets are deployed at store level
• Ensure all digital and operational infrastructure is ready for launch
• Coordinate with Tech and Ops to streamline workflows
  
  

Existing Store Tech Operations

• Act as the primary point of contact between the Store and Tech teams. Own the feedback loop, lead change management initiatives, including the rollout of new tools and processes, preparing and conducting training
• Updating opening hours, days of operation etc
• Online Menu updates
• Create and manage digital wallets per store and for B2B use
• Maintain and update ordering menu links per store
• Handle new menu launches and store-specific menu update requests
  
  

Digital Tools & Process Support

• Document manual processes involving software tools, design optimized processes and handover to internal and external stakeholders, ensuring success criteria is met. Create automation requirements where appropriate.
• Maintaining back end integration and automation eg. for NPS, tracking dashboards, scrapers etc.
• Support QA for in-house software products by conducting tests, documenting bugs and issues and providing actionable feedback to the tech team
  
  

Tech Support Ownership

• Ownership of internal tech support and external customer support, coordinating cross-functional issue resolution
  
  

Preferred Qualifications:

• Strong organizational and process management skills
• Tech-savvy and able to work cross-functionally with HR, Tech, and Ops
• Comfortable working in a fast-paced, scaling environment