POS Programmer & Cafe Support Manager

POS Programmer & Cafe Support Manager

Are you a tech-savvy problem solver with a passion for making life better through seamless technology integration? Saxbys is on the lookout for a dynamic POS Programmer & Cafe Support Manager to join our team and ensure our cafes run smoothly and efficiently. This individual contributor role is your chance to be the technological backbone of our operations, bridging the gap between cutting-edge systems and exceptional cafe experiences.

We're looking for someone who thrives in a fast-paced environment and loves tackling technical challenges. If you are:

• A Tech Enthusiast : You have a knack for understanding complex systems and translating them into user-friendly solutions.
• Detail-Oriented : You pay attention to the little things that make a big difference in seamless operations.
• A Collaborative Spirit : You enjoy working with cross-functional teams to ensure everything runs like clockwork.
• A Problem Solver : You love diving into technical issues and finding innovative solutions.
• A Systems Thinker : You see the big picture and understand how different components fit together.

As the POS Programmer & Cafe Support Manager, you'll play a crucial role in ensuring our cafes operate without a hitch. You'll be the go-to expert for all things POS, working closely with various teams to implement menu updates, promotions, and more. Plus, you'll be part of a company that values innovation, inclusivity, and making life better for our guests and team members.

What You Will Own:

• POS Systems Configuration: Maintain all POS systems with inputs from Product, Marketing & Operations teams. Configure new menu rollouts 5-6 times annually, implement ongoing menu updates, discounts, promotions, and category changes, and ensure updates are properly reflected in the Saxbys App and various campus ordering platforms.
• Technical Expertise: Serve as the Subject Matter Expert on all POS systems and ordering platforms Saxbys utilizes. Attend training, document best practices, and maintain comprehensive knowledge of system limitations, issues, and resolutions that extend beyond programming to include reporting, operations, and integrations.
• Help Desk Management: Track and manage all open POS help desk tickets with vendors, escalate issues as needed, support remote third-party technicians, and directly resolve POS programming or configuration tickets.
• Cross-Departmental Support: Provide Go-Live support at cafe openings and offer ongoing guidance to Training teams, Team Resources, and Operations, Marketing, and Finance departments regarding POS interfaces, integrations, and reporting capabilities.

Who You Will Support:

• Operations Team: Provide technical guidance and troubleshooting support to ensure cafe operations run smoothly without technology disruptions.
• Marketing Team: Collaborate on implementing promotions, discounts, and special offers across all POS systems and digital ordering platforms.
• Training Team: Support the development of training materials related to POS systems and provide expertise for technical training sessions.
• Finance Team: Assist with reporting needs and ensure POS systems properly integrate with financial tracking systems.
• People Operations: Provide guidance regarding any POS system interface or integration utilized.

What Success Looks Like:

• 100% successful implementation of menu rollouts across all POS systems
• Timely resolution of all POS-related help desk tickets
• New cafe openings completed with zero POS-related delays
• Comprehensive documentation of all POS systems and processes
• Positive feedback from cross-departmental teams on POS support

What You Have Done:

• 2+ years of experience programming menus in POS systems
• Prior Toast MLM experience is a plus
• Prior experience in POS hardware installation and troubleshooting is a plus
• Basic understanding of computer networking principles and their application to POS environments
• Bachelor's degree or equivalent industry experience
• Demonstrated proficiency with Excel and analytical skills

What is Required:

• Support, exhibit, and promote Saxbys Mission and Core Values in all daily activities.
• Travel Requirement up to 20%
• Valid driver's license
• Physical requirements:
• Able to stand, walk, and smile for extended periods of time
• Able to stoop and kneel
• Push, pull, lift or carry up to 35 lbs
• Ascend or descend ladders, stairs, ramps