Operations Lead for Hospitality Tech Startup

Who We Are

TimeShark is a Miami-based, AI-native communications platform built for restaurants and hospitality businesses. Our voice AI answers phone calls, responds to guest inquiries, and helps restaurants automate high-volume workflows like reservations, ordering, and guest communication.

We partner with leading reservation and POS platforms, including OpenTable, to bring intelligent automation directly into the systems restaurants already use. Today, nearly 1,000 restaurants and global hospitality brands rely on TimeShark to reduce missed calls, streamline operations, and deliver faster, more consistent guest experiences.

What You Will Be Doing

This is a founding operations role: you will be the person the team turns to when something important needs to get done and no one owns it yet. You will start by taking full ownership of restaurant onboarding and high-level account management, then expand into building the operational foundations that let us scale without adding headcount for every new problem.

We run on AI. The tools are already embedded across our stack, and we expect you to use them to do the work of a much larger team.

Your role includes:

• Restaurant Onboarding: Own the end-to-end onboarding of new accounts, from kickoff through go-live. Configure, train, and validate each location so customers are getting value in days, not weeks.
• Process and Playbooks: Turn every repeated task into a documented, standardized, and where possible automated workflow. Onboarding playbooks, sales-to-support handoffs, escalation paths, and internal SOPs.
• AI-Enabled Execution: Use the AI tools embedded in our organization to compress work that would otherwise require a team, including drafting, data cleanup, research, reporting, and workflow automation.
• Cross-Functional Projects: Step into whatever the business needs most in a given quarter, whether that is a partner integration rollout, a data migration, a vendor evaluation, or a new support motion, and drive it to completion.
• Systems and Tooling: Own and optimize our operational stack, including CRM, support, and billing. Keep data clean and make sure our systems talk to each other.
• Reporting and Insight: Build the metrics leadership uses to make decisions: onboarding velocity, account health, churn risk, and operational throughput.

What You Should Have

We are looking for a high-agency generalist who is energized by ambiguity and allergic to work that could be automated. The ideal candidate will have:

• Demonstrated daily fluency with AI tools. This is a hard requirement, and you should be able to walk us through specific workflows you have automated or accelerated with them.
• 3+ years in operations, customer success, implementation, or consulting, in a role where you owned outcomes rather than tasks.
• A track record of building process where none existed: documentation, playbooks, or systems that outlived your involvement.
• Exceptional written and verbal communication. You will be the face of TimeShark to restaurant operators and the voice of the customer internally.
• Comfort with data and tooling, including spreadsheets, CRM hygiene, and basic automation.
• A bias toward action.
• Bonus: experience in restaurant technology, hospitality operations, or an early-stage B2B SaaS environment.

Compensation

• Competitive salary, commensurate with experience
• Early-stage equity considered
• Full-time, remote

This is a rare chance to join an AI-native company early and shape how it actually operates. If you are the person who sees a broken process and fixes it before anyone asks, and you already work alongside AI rather than around it, we want to hear from you.