Hospitality Operations Manager

About Us

Dorsia is at the forefront of hospitality-tech innovation, redefining how the world gains access to the most in-demand restaurants, events, and experiences. By fusing cutting-edge technology with the art of luxury hospitality, we empower our members to secure impossible-to-get reservations while providing operators with unprecedented levels of control, visibility, and revenue optimization. 

As a fast-growing startup backed by over $50M from top-tier investors including Index Ventures, along with strategic industry partners such as Major Food Group (Carbone, Torrisi, etc.), Groot Hospitality (Casadonna, Papi Steak, etc.), and Gracious Hospitality (COTE, Coqodaq, etc.), we are rapidly expanding our footprint and reshaping the global hospitality landscape with proven expertise. We’re adding exceptional talent to drive our next phase of growth, and that’s where you come in.

About the Role

We’re looking for a high-impact Hospitality Operations Manager to lead and scale Dorsia’s global support operations. You’ll own the member and restaurant experience end-to-end, managing a distributed team and building the infrastructure that ensures seamless, high-touch service at scale. This is a player-coach role that blends strategic architecture and hands-on leadership – setting standards, solving complex service issues, and partnering cross-functionally to reduce friction across the Dorsia ecosystem.

The ideal candidate brings strong operations expertise, a customer-centric mindset, and a bias toward systems, automation, and continuous improvement.

What You’ll Do

• Build a World-Class Ops Strategy: Develop and lead the operations strategy for a complex supply–demand platform by building scalable processes and frameworks that support Dorsia’s growth across new markets and verticals.
  
  
• Lead End-to-End Ops Enablement: Make operations smarter, faster, more consistent, and more scalable by analyzing and optimizing existing operational workflows.
  
  
• Own the Member Experience Playbook - Partner with our Membership team to define and evolve the standards for member and restaurant interactions—tone, resolution paths, escalation protocols, and more.
  
  
• Lead Global Support - Manage our Hospitality Analysts team, including offshore operations in the Philippines, with a strong hospitality-first mindset.
  
  
• Be a Player-Coach - Jump in on key member or restaurant issues when needed, while building up the team’s training, quality, and performance frameworks.
  
  
• Workforce & Capacity Planning - Forecast volume, schedule shifts across US, EU, and APAC, and ensure 24/7 coverage through effective workforce management.
  
  
• Design Internal Tools - Build and maintain workflows in Retool, Intercom, Airtable, Zapier, and Notion. Continuously streamline operations through automation.
  
  
• Partner Cross-Functionally - Work with Marketing, Business, Product, and Engineering to identify high-volume support issues and help eliminate them by productizing the solutions.
  
  
• Leverage AI - Drive experimentation and implementation of AI tools to automate repetitive tasks and scale service quality without scaling headcount.
  
  
• Measure & Improve - Set and manage SLAs, CSAT/NPS, ticket deflection, and other KPIs. Constantly raise the bar on performance and efficiency.

The Winning Recipe

Experience

• 6+ years of experience in Customer Experience, Support Ops, Strategy, or Workforce Management—ideally in high-touch, fast-paced environments.
• Proven people leadership experience, including managing distributed or offshore teams.
• Experience scaling processes and operations in a 24/7 or global support context.
  
  

Skills

• Strong operational and systems thinking skills to design processes that scale while also solving day-to-day problems.
• Hands-on experience with Intercom, Retool, Zapier, Airtable, Notion, or similar tools; excitement about automation and AI-enabled operations.
• Strong analytical and data-driven mindset, and comfort working cross-functionally with Product, Engineering, and Finance to track and improve performance metrics.
• Passion for hospitality, operational excellence, and building tech-enabled experiences.
  
  

Compensation & Benefits

• Competitive salary tailored to experience and market (NYC or Miami)
• Equity
• Medical, dental, and vision insurance
• FSA
• 401(k)
• Flexible PTO
• In-office lunch three days a week
• Employee dining credits
• Access to One Medical, Teladoc, Talkspace, and Kindbody
• A fast-paced, design-forward culture rooted in taste, rigor, and ambition

Our Core Values

Lead with hospitality. We respect the craft and precision that are intrinsic to the hospitality industry. We are a team diverse in background and thought, built to be the connective tissue between artists, chefs, diners, and members.

Mise en place. We are persistent in preparation, prioritization, and focus to anticipate our customers’ needs to create a powerful platform rooted in simplicity and elegance. And we know that details matter, which is why superior design is crucial to our brand ethos. Thoughtful design is baked into everything we do—our product, brand, creative, culture, and beyond. 

Go around the table—then commit. We know creativity takes feedback and iteration, and differing opinions can lead to healthy debate. While we encourage all voices to speak up and be heard, we are geared toward action and unify around the decision once it's made. Sometimes an individual idea or project may not be what’s best for the company, so don’t be afraid to kill your darlings. 

Our product is our signature dish. We are a product and marketing-led organization. Protecting our brand and vision needs to be top-of-mind with every move we make. 

Optimize turn times. We are creating beautifully-designed, tech-forward solutions to automate all sides of our business: for members, restaurants, and employees. And we’re laying a data-rich foundation to enable all stakeholders to make better decisions and enjoy the finer things in life.

Savor it. We eat slowly and celebrate the wins we share with those around the table. We’re in this for the long-haul, so enjoy the ride. 

Stay hungry. We can change the world or someone else will. We believe in a sense of urgency to keep pushing toward our goals. And there’s always room for dessert, because there’s always more to do.