Hiring Account Operations Manager | Forward

Account Operations Manager


Date listed

1 month ago

Employment Type

Full time





Glassdoor Rating

4/5 (56 reviews)

Keywords: remote backbone

About Us

Forward is the fastest, easiest, cheapest way for a restaurant to make money online. Forward makes it easy to set up a virtual restaurant and run a restaurant’s online delivery business. Our mission is to become the off-premise (i.e., delivery, takeout, drive-thru) operating system for SMB restaurant owners. Off-premise and digital sales are booming and Forward will become the technology backbone for SMB restaurants. Forward has grown to over 600+ restaurants across the country processing over 1M+ orders.

Forward is backed by some of the best early-stage investors: Y CombinatorFloodgateSlow Ventures, and SV Angel. We are also backed by amazing angels: Michael Seibel (Managing Director, Y Combinator), Babak Nivi (Cofounder AngelList), Kyle Vogt (CEO, Cruise), Daniel Kan (Cofounder, Cruise), Ryan Delk (CEO, Primer), Dan Romero (Cofounder, Farcaster), Guillaume Luccisano (Cofounder, Triplebyte), Ram Shriram (Founding Board Member, Google), Jeff Morris Jr. (Managing Director, Chapter One Ventures), Ravi Parikh (CEO, Airplane), Bobby Goodlatte (GP Form Capital) and many more.


  • All In Or Nothing: Progress requires hard work. A-players put their best foot forward and invest the time & energy required to reach their goals.
  • Frugality: Do more with less. Aim to be efficient with the given resources and work to exceed outputs with given inputs.
  • Think Big: Look to the future and constantly think of innovative ways we can serve our customers better.
  • Laser Focus: Saying no is more important than saying yes. Focus on a single goal and direct all resources to achieve that goal.
  • Be Bold: Be confident and ready to advocate for your decisions.

Why Forward?

Forward is rapidly scaling and looking for an Account Operations Manager to help execute on the vision of the company and create a culture of operational excellence. This is a tremendous opportunity to join a fast growing company that is built on a high impact, fast-paced culture.

We are looking for a motivated Account Operations Manager that will be directly responsible for managing our onboarding operations and the growth of Forward's restaurant partner portfolio. You’ll be reporting directly to the Chief Revenue Officer who will provide support to lead alongside your team, and you will play a pivotal role in accelerating the launch process and spearheading strategic initiatives with your team.

How You’ll Make an Impact

  • Lead Account Managers and Onboarding Specialists by hosting daily stand ups and regular progress review sessions
  • Review analytics & dashboards to monitor team performance; identify areas of improvement and team members that require additional coaching
  • Provide input to Operations & Engineering to improve internal infrastructure, tools, and reporting capabilities
  • Develop strategies and call scripts to support efficient onboarding and client retention
  • Collaborate across departments on growth initiatives such as up-selling or A/B testing
  • Interview and hire candidates to join our team as Account Managers and Onboarding Specialists

Skills & Requirements

You will be expected to think critically and take ownership over your domain. To be successful in this role you will have:

  • 2+ years of exceeding goals in account management, or sales (at a high growth startup preferred but not required)
  • 1+ years of people account management, sales or customer success experience
  • Ideally full-cycle people management experience: identifying high/low performers based on data, hosting feedback sessions, executing PIPs
  • A coaching spirit: someone who enjoys training and enabling others to be successful
  • Structured thinking & strong communication skills: be able to articulate thoughts clearly and describe practical tactics and execution plans
  • Drive & grit: readiness to grind, build, do whatever it takes to succeed

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