---
title: 'Product Implementation Manager at Tarro'
canonical: 'https://feeny.ai/job/product-implementation-manager-tarro-kuala-lumpur-91b6hbs0jasj'
type: 'job'
last_seen: '2026-09-11'
---

# Product Implementation Manager at Tarro

- **Company:** Tarro
- **Location:** Kuala Lumpur, Malaysia
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2025-08-26
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.ashbyhq.com/tarro/f15c736b-2dab-41c5-a84d-5d132f5bee0d

## Job description

## About Tarro

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us [here](https://www.tarro.com/)!

## About the role

The Product Implementation Manager plays a mission-critical role in how we bring onboard and maintain clients into the Tarro platform. This role is responsible for overseeing both the initial configuration and ongoing maintenance of each restaurant’s back-end configuration. This setup work is critical—our ability to support restaurants depends entirely on how well we translate their real-world operations into our platform’s configurations. Each restaurant has different needs, and our system offers a lot of flexibility. But that flexibility only creates value if it’s used correctly. There are two touchpoints during which the Product Implementation team makes adjustments to a restaurant’s back-end configuration:

- Onboarding of New Restaurants - This involves collecting thousands of data points, making judgment calls on how to best represent them, and using features the restaurant may not even know exist. Often, we’re helping clients figure out what they actually need—not just executing instructions.
- Product Support for Existing Restaurants - Clients often come to us with all sorts of problems ranging from fraud prevention, setting up new coupons/limited-time offers, or implementing a brand new menu. Making changes to a tenured client’s configuration can be tricky given the high number of customizations already implemented. The product support team must ensure that these changes are implemented correctly without causing any unintended issues.

This work is high-stakes. A single mistake can cause agent errors, client frustration, and churn. Speed also matters—restaurants need to go live quickly, and they expect things to work right the first time. Existing restaurants, on the other hand, expect immediate resolution to their issues. Strong onboarding and product support processes lead to effortless order-taking and a product that clients rely on every day. This role is both operational and leadership-heavy. In addition to hands-on technical configuration work, this role also leads and manages the Product Implementation Team, ensuring they are effective in setting up and maintaining these configurations at scale. By optimizing workflows, providing guidance, and upholding data accuracy, the Product Implementation Manager plays a critical role in ensuring our system delivers accurate, restaurant-specific guidance to agents—ultimately improving order accuracy and customer satisfaction.

## What You’ll Accomplish

- Manage a team of 40+ product implementation specialists, team leads, and managers, spanning across onboarding and product-support.
- Design innovative ways to measure and improve product implementation quality, accuracy, and speed.
- Establish thoughtfully crafted strategies to improve customer experience/satisfaction and improve overall client retention.
- Collaborate cross-functionally with our world-class teams to drive customer satisfaction (i.e. Product/Engineering, Voice Operations, Quality Control, Business Excellence, and Recruitment).
- Rebuild the Product Implementation team
- Attract and hire new talent
- Performance-manage the existing team members and set a new standard for excellence across the team.

First Three Months

- Learn to use our product like our internal users do—not only the product implementation team, but also the agents who take calls for restaurants, since they are the main users of our product configurations. This requires developing an in-depth understanding of how our products work, including both client-facing features and internal workflows, in order to anticipate client needs, troubleshoot effectively, and provide practical guidance that aligns with real operational scenarios.
- Get trained and certified for both Menu (how to configure the back-end) and Voice Ops (how our agents take calls).
- Shadow our Onboarding Success Managers to learn the whole onboarding workflow, and Product Implementation Specialists to learn the product support workflow.
- Begin to onboard clients and solve support cases yourself to really get into the weeds of the Product Implementation team’s responsibilities. Use this time to gather context and spot improvement opportunities.
- Align with the executive team on priorities and begin crafting a strategy for the Product Implementation team.

## About You

- Bachelor’s degree in Industrial Engineering, Management, Management Engineering, Computer Science, Data Analytics, or a related field. A Master’s degree is a plus
- 5+ years experience in a fast-paced, high-performance startup
- 3+ years of experience directly managing teams
- Extensive experience in project project management / process improvement / product implementation
- Highly intellectual problem-solver, strong critical-thinking skills
- Can thrive in ambiguous environments and formulate a clear execution plan
- Can work independently
- Highly organized and diligent
- Strong communication (verbal and written) skills
- Can set a new standard to the rest of the Product Implementation team, leads by example.

## About Tarro

## Company Overview
- **One-liner**: Tarro builds technology that combines AI and human support to help independent restaurants increase revenue, reduce costs, and simplify operations through phone ordering, delivery management, and customer engagement tools.
- **Entity Type**: Private (Series B, last raised at a $450M valuation in 2022)
- **Headquarters**: San Francisco, California, USA (with additional offices in Menlo Park, New York, and Kuala Lumpur, Malaysia)
- **Founded**: 2015
- **Founders**: Steve Y. Lin (CEO) and Dennis Y. Lin (President)

## Core Business
- **Primary industry**: Restaurant Technology / Food Service SaaS
- **Target customers**: Independent and small-to-medium restaurant owners (B2B, SMB-focused)
- **Mission statement**: “To build technology that makes restaurant life less of a grind, and to bridge the gap between the joy of food for consumers and the bottom line for restaurant operators.”

## Products & Services
- **Tarro Phone Ordering Platform**: An AI-powered voice platform that handles incoming phone orders with three-second wait times, 99.5% order accuracy, and 5-10% lower labor expenses. Replaces or supplements part-time phone staff.
- **Tarro Delivery Management**: A solution that allows restaurants to manage their own delivery operations in-house, saving customers $10 on average per order compared to third-party delivery apps, with no commission fees.
- **Customer Engagement & Marketing Tools**: Features like automated text messaging to drive repeat orders and dinnertime demand, helping restaurants grow sales without additional staffing.

## Market Standing
- **Valuation**: $450M (as of 2022, when the company raised its first institutional funding round)
- **Key Metric**: Annual Recurring Revenue (ARR) of $46 million, having grown nearly 4x over the past two years; serves over 3,000 restaurants
- **Notable Investors/Partners**: General Catalyst (Steve Lin previously worked there); the company has walked away from a $200M buyout offer in the past
- **Growth Signals**: Quadrupled customer base of mom-and-pop restaurants; 1,300 total employees; recognized as one of Built In’s 2024 Best Places to Work; growing headcount across engineering, product, sales, and operations

## Competitive Advantages
- **Hybrid AI + Human Model**: Combines automated voice AI with a human “safety net” for complex orders, achieving 99.5% accuracy — higher than pure AI competitors
- **Deep Founder-Market Fit**: Founders grew up working in their family’s take-out restaurant for 10+ years, giving them firsthand understanding of operator pain points
- **Proven ROI for Customers**: Clients report 5-20% revenue increases, thousands in labor cost savings, and over 80% reduction in missed deliveries and complaints
- **Bootstrapped to Scale**: Built the company without outside capital for years, fostering a culture of resourcefulness and discipline before raising institutional funding

## Strategic Focus
- **Scaling the Platform**: Continuing to grow the customer base beyond 3,000 restaurants, with a focus on independent operators
- **Product Expansion**: Enhancing AI capabilities to handle more complex order scenarios and expanding delivery management features
- **Global Reach**: Leveraging international offices (Kuala Lumpur) for 24/7 operations and support
- **Talent Acquisition**: Actively hiring across engineering, product, sales, marketing, and voice platform operations to support growth

## Why Work Here
- **Culture**: Values include “think creatively,” “do more with less,” “high standards,” and “client-focused.” The team is described as ambitious technologists and restaurant insiders united by mission.
- **Remote/Hybrid Policy**: Flexible remote work environment built on trust and empowerment; employees work remotely, with four physical offices available.
- **Benefits**: Competitive compensation, health/vision/dental insurance, generous PTO, 401(K), parental leave, learning allowances, and family/childcare benefits.
- **Engineering Culture**: Leaders include alumni from Meta, Tesla, and MIT/Harvard; technology stack is modern and scalable; engineers are encouraged to have large, quick impact.
- **Recognition**: Named a Built In 2024 Best Place to Work, reflecting workplace excellence and employee satisfaction.

## Sources
1. [Tarro Official Site](https://www.tarro.com/)
2. [Tarro About Us](https://www.tarro.com/who-we-are)
3. [Tarro Careers Page](https://www.tarro.com/about-us/careers)
4. [Tarro Leadership Team](https://www.tarro.com/about-us/company)
5. [Built In Company Profile](https://builtin.com/company/tarro-0)

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