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Director of Implementation & Professional Services

We need you on our team!

Mosaic is growing and our cloud-based software solutions are advancing quickly. We’ve got many clients onboarding and our product roadmap is aggressive but achievable. But only with your help! We are excited about our growth and excited to help our employees grow as well.

Do you have what it takes to make Mosaic the key ingredient to our F&B clients’ success? Come join our team!

The Director of Implementation and Professional Services is someone who is a leader, self- sufficient and able to effectively coordinate contributions and deliverables from teams in different functional areas.

Job Overview

The Director of Implementation and Professional Services is someone who is a leader, self- sufficient and able to effectively coordinate contributions and deliverables from teams in different functional areas.

This role will lead the planning and over-all management of all projects and initiatives related to onboarding new clients, process improvements and implementation, and other solution-building activities.

In driving continuous improvement, this role will initiate, design, and implement successful key projects using the right processes and tools to ensure completion within budget and with high customer satisfaction.

Duties and Responsibilities:

Project Management Responsibilities

Mosaic offers four, cloud-based solution services for hospitality industry clients.

These services include a Point of Sale System, Purchasing System, Business Analytics, Inventory Management.

The Director of implementation and Professional Services will be responsible for coordinating the implementation of any single service, or any combination of the above-mentioned services with the respective functional managers and customers
•   Manage on-boarding of all new customers, delivery of required actions from all contributors.
•   Customers will be multi-unit restaurant groups, cloud kitchens, commissaries and retail clients, ranging in size from 5 locations to 500+ locations

Provide progress reporting and updates to:
• Stakeholders - ensuring milestones are achieved and delivery risks are clearly understood
• Customers - proactive communication regarding project status, risks, and potential impacts on timelines and deliverables

Coordinate and lead ongoing customer- facing professional services, as needed

Process, Transitions, And Change Management Responsibilities

Proactively seek improvements and enhancements to existing processes in accordance with business objectives.

Work closely with the operations team to recommend, create, or revise and communicate processes to achieve client scope of work requirements, spot opportunities, implement solutions to address pain points.

Be involved in new releases or maintenance activities of tools and systems to assess needed operational process changes

Lead, guide, and occasionally complete process and documentation responsibilities

Key Result Areas and Performance Indicators (KRA's & KPI's)

High-level quality of work

Up-to-date processes and knowledge base

Regular reporting provided to the business and its customers

Initiatives, projects, and transitions delivered to expectations

Excellent new customer experience


Education and Experience

Graduate of any bachelor's degree course or equivalent experience

5+ years experience in managing multiple software installations/implementations simultaneously

Experience in supporting other activities, i.e. Sales, Customers Service, Back Office, Tech Support

Experience with data analysis and knowledge of statistical techniques is an advantage

Experience in the creation and design of end-to-end processes

Experience in dealing with hospitality companies is a plus

System and Application Knowledge

Knowledge with Microsoft Office applications such as Outlook, Word, Excel, SharePoint and PowerPoint

Experience with using project management tools

Experience with HubSpot is a plus

Communication Skills

Excellent oral and written communication skills is a must

Proficiency with the English language a must.

About Mosaic:

Mosaic Solutions is a leading provider of profit optimization solutions designed specifically for the F&B industry. The suite of products includes data analytics, inventory management, point of sale andpurchasing system. Mosaic Solutions, headquartered in the Philippines, offers its products across Asia, and globally on an outsourced or reseller basis.

A Mosaic is comprised of many unique pieces to make one masterpiece. Each member of the Mosaic team brings theirown unique qualities to the role and helps make our company what it is. We want to make a difference in the F&Bindustry. Can you make a difference with us?

Please send your CV to to apply.