Deployment Lead

Job Summary:

GoTab specializes in POS and contactless ordering and payment solutions for restaurants, retail, and entertainment venues. As our Deployment Lead, you will oversee a team of skilled professionals to ensure seamless implementations and ongoing support for our technology solutions. Drawing on your technical acumen, you’ll proactively optimize workflows, identify bottlenecks, and enhance team efficiency. If you’re a hands-on problem solver who thrives on leading teams in a dynamic environment, we want to hear from you!

Key Responsibilities:

Oversee Deployment Strategy & Team Management

• Lead the end-to-end deployment process for GoTab’s POS solutions, managing team members’ workloads, providing coaching, and ensuring high standards of efficiency and quality

Process Optimization & Documentation

• Analyze current deployment workflows, identify bottlenecks, and implement continuous improvements. Develop and maintain standard operating procedures (SOPs), checklists, and training materials for the deployment team

Technical Site Assessment

• Conduct or supervise site surveys (both remotely and on-site) to ensure correct hardware specifications, network requirements, and other technical parameters are in place

Cross-Functional Collaboration

• Collaborate with Sales, Support, and Engineering teams to align deployment schedules, address complex technical challenges, and ensure customer requirements are met.

Logistics & Hardware Coordination

• Manage shipping and returns, coordinate hardware fulfillment, and track inventory to ensure on-time, on-budget deliveries. Oversee on-site installations and verify that all components (routers, printers, POS terminals) function as intended

Procurement & Stocking Hardware

• Maintain vendor relationships and purchase orders to secure essential hardware and supplies. Keep a well-stocked inventory of POS equipment for upcoming deployments, ensuring timely replenishment and cost efficiency

Escalation & Troubleshooting

• Serve as the escalation point for complex technical or operational issues, guiding the team in resolving problems quickly and effectively, either remotely or in person.

Performance Monitoring & Reporting

• Track key deployment metrics, produce regular performance reports, and share insights with leadership to drive data-informed decisions

Hybrid Leadership & Technical Expertise

• Balance hands-on technical troubleshooting with strategic leadership, ensuring the deployment team delivers high-quality customer experiences while achieving operational excellence.

Customer Engagement & Relationship Building

• Represent GoTab professionally to customers, fostering trust and strong partnerships. Provide ongoing support and follow-up, ensuring a seamless go-live experience

Required Qualifications:

Location & Availability

• Must be available to work on-site at our Arlington, VA office, five days a week
• Willingness to travel (including occasional overnight stays) to customer sites as needed

Professional Experience

• 10+ years in technical support, deployment, or customer service roles
• Minimum of 5 years in a leadership or management capacity, with a proven track record of building and guiding high-performing teams

Education & Knowledge

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent professional experience)
• Advanced understanding of POS systems, SaaS/cloud technologies, or enterprise software
• Solid grasp of basic IP networking principles (wired and wireless) and hardware peripherals (printers, routers, terminals)

Technical Proficiency

• Demonstrated ability to troubleshoot and resolve complex technical issues both on-site and remotely
• Experience using ticketing/reporting tools (Zendesk, HubSpot, Jira, Monday) to manage deployments, track metrics, and escalate issues

Leadership & Communication

• Strong leadership skills with the ability to mentor, motivate, and hold team members accountable
• Excellent communication skills (written and verbal) to collaborate cross-functionally and manage customer expectations effectively

Problem-Solving & Adaptability

• Proactive and resourceful approach to overcoming deployment challenges and process bottlenecks
• Ability to thrive in a fast-paced environment, reprioritizing tasks based on urgency and impact

Professio