Implementation Lead

Implementation Lead

About UrbanPiper

UrbanPiper is a leading restaurant technology platform that helps restaurants and food businesses streamline their digital operations. The platform connects restaurants with online ordering channels, POS systems, delivery platforms, and other technology solutions through a unified ecosystem.

UrbanPiper enables restaurant brands to manage menus, orders, integrations, and operations more efficiently while providing greater visibility and control across their locations. The company works with restaurant businesses across multiple markets globally, helping them simplify complex technology operations and deliver a seamless experience for their customers.

About the Role

Location: Bengaluru, India

Department: Implementation

This is a hybrid IC + people manager role. You'll personally own enterprise implementations end-to-end while leading a team of regional Onboarding Managers across India, MENA, UK, and US/CAN. You'll set the bar for what great implementation looks like - through your own delivery - and build the team, process, and playbooks to scale it globally.

Responsibilities:

People Leadership

• Lead and manage Onboarding Managers across India, MENA, UK, and US/CAN - day-to-day guidance, coaching, and career development
• Act as the primary escalation point for the team on complex projects, technical challenges, or at-risk accounts
• Monitor team workload and capacity; allocate accounts based on complexity, region, and bandwidth
• Build scalable onboarding frameworks - templates, playbooks, and documentation - that work across geographies while allowing for regional nuance (local integrations, compliance, POS ecosystems)
• Support the team through periods of growth, driving consistency as headcount and account volume scale
• Own team-level reporting on time-to-go-live, time-to-first-value, implementation health, and capacity planning for leadership

Enterprise Implementation (Direct IC Ownership)

• Personally own end-to-end implementation for top-tier/enterprise accounts - kickoff through go-live and handoff to Customer Success
• Lead kickoff calls, onboarding sessions, and structured training for enterprise stakeholders
• Manage relationships at the customer's leadership level; translate business requirements into technical configuration with Product/Engineering
• Support complex or multi-country integrations (POS, API, ERP) directly, including for accounts your team is running
• Build and track detailed project plans for multi-location/multi-market rollouts; identify risk early and drive mitigation

Cross-Functional & Process

• Own the handoff quality between Sales and Implementation
• Partner with Customer Success, Support, Product, and Engineering to remove blockers and improve launch outcomes
• Drive continuous improvement of onboarding workflows to reduce time-to-go-live across all regions
• Represent Implementation in leadership/business reviews - pipeline, risks, and regional trends

What We're Looking For

• 5+ years in implementation, technical onboarding, or project management in SaaS - foodtech/restaurant tech strongly preferred
• Prior experience managing or leading a team, ideally distributed across regions/time zones
• Demonstrated ability to personally run complex, enterprise-level implementations - not just oversee others doing it
• Strong stakeholder management skills, comfortable with customer leadership and internal cross-functional teams, especially bridging Sales and Onboarding
• Working knowledge of APIs, POS, or ERP integrations; comfortable in technical conversations with engineering
• Experience managing multi-country or multi-market rollouts, given the India/MENA/UK/US-CAN team footprint
• Comfortable operating with ambiguity in a fast-paced, high-growth environment
• Proficiency with project management tools (Jira, Asana, Notion, or similar)
• Bachelor's degree in Business, Engineering, or related field (or equivalent experience)

Nice to Have

• Experience working across India, MENA, UK, or North American markets
• Background in restaurant/retail/delivery tech

What Success Looks Like in the First 6 Months

By Month 2:

• Fully ramped on UrbanPiper's product, implementation playbooks, and tooling
• Built relationships with each regional Onboarding Manager (India, MENA, UK, US/CAN) and completed a review of their active pipeline
• Taken direct ownership of at least one enterprise account's implementation

By Month 4:

• Published or refined a standardized implementation playbook usable across all four regions
• Established a regular cadence of 1:1s and pipeline/capacity reviews with the team
• Visible movement on team-wide Time to Go-Live, with a clear view of where regional bottlenecks exist

By Month 6:

• Personally delivered at least one enterprise implementation end-to-end, on time and at full contracted scope
• Demonstrated measurable improvement in team TTGL and/or Revenue Realisation Rate against the pre-hire baseline
• Tightened the Sales-to-Implementation handoff process, with fewer scope surprises at kickoff
• Clear successor/backup identified for at least one regional Onboarding Manager, reducing key-person risk