Role Description The Continuous Improvement Manager supports the Head of Continuous Improvement to design, deliver, and embed change initiatives that add new capability to the organisation—typically through AI, automation, and digital process improvement. The role blends project delivery with practical research and enablement: - Understanding how colleagues work - Finding better ways of working - Identifying and designing solutions - Developing consistent approaches - Creating training and guidance for safe and consistent adoption with measurable business benefit Key Responsibilities - Continuous Improvement Delivery - Support the Head of Continuous Improvement to plan and deliver a pipeline of improvement projects, from discovery through implementation and benefits realisation. - Produce clear project documentation (scope, outcomes, delivery plans, RAID logs, stakeholder maps, comms/training plans, benefits tracking). - Facilitate workshops to understand current processes, pain points, and opportunities; map processes and identify automation/AI opportunities. - Coordinate delivery across business teams, IT, data, and suppliers/partners where required. - Contribute to a continuous improvement loop: prototype → test → learn → refine → embed, reflecting the organisation’s use-case led approach. - Stakeholder engagement & change enablement - Build strong relationships across teams to support adoption and change. - Create clear communication that explains “what’s changing, why, and how to use it.” - Track adoption and benefits, and recommend improvements based on evidence. - AI & Automation Capability Delivery - Identify, qualify, and shape AI and automation opportunities that reduce manual effort, improve quality, and enhance colleague and customer outcomes. - Support delivery of solutions such as workflow automation, bots, copilots/chatbots, and “AI-assisted” tools aligned to business needs. - Help define success criteria, guardrails, and adoption plans for each solution (including controls for data, privacy, and appropriate use) in line with policy and governance considerations. - Support testing, release readiness, and transition to BAU (training, documentation, handover, adoption measurement). - Understand colleagues’ current use of AI chat tools. Capture and categorise “good practice” patterns, common tasks, recurring prompts, productivity wins, and known risks/pitfalls. - Identify opportunities to reduce shadow AI risks by steering colleagues to approved tools and safer practices. - Build and maintain an AI Prompt Library (version-controlled) with: - Curated prompt examples by role/task - Templates, prompt patterns, and quality checklists - Do / don’t examples and safe-use reminders - References to approved tools and data handling rules aligned to AI Policy (privacy, oversight, accuracy, transparency) - Create an “AI at AKG” practical guide covering: - When to use which AI tool - Safe/responsible use expectations (human oversight, privacy, accuracy, ethical use, transparency) - Prompt-writing basics and advanced techniques - Examples relevant to day-to-day work - Quality assurance steps (fact-checking, bias checks, tone, confidentiality) - Develop modular training content (e.g., bite-sized sessions) and supporting material (e.g. slides, exercises, handouts, prompt packs). - Facilitate live training sessions and/or train-the-trainer sessions; gather feedback and iterate content. Qualifications - IT Project Management. - General IT systems knowledge. - Demonstrable experience supporting delivery of continuous improvement and/or change projects. - Strong relationship development and management skills. - Strong analytical and problem-solving skills: process mapping, root cause analysis, identifying waste/inefficiency. - Experience producing practical documentation and training materials that drive adoption. - Practical understanding of AI tools in a workplace context or demonstrable self-start ability to research and learn as these tools develop. Compliance It is the responsibility of all staff to abide by organisational policies to ensure compliance with relevant standards e.g. ISO 27001 (Information Security), ISO 9001 (Quality) and ISO 14001 (Environmental) as well as adhering to statutory duties in relation to safeguarding, Prevent and health and safety.

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth. If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi! About Quantiphi: - Quantiphi is an award-winning, AI-First digital engineering and consulting company focused on delivering high-impact Services and Solutions that help organizations solve what truly matters. We partner with enterprises to reimagine their businesses through intelligent, scalable, and transformative AI—driving measurable outcomes at the very core of their operations. - Since our founding in 2013, Quantiphi has tackled some of the world’s most complex business challenges by combining deep industry expertise, disciplined cloud and data engineering practices, and cutting-edge applied AI research. Our work is rooted in delivering accelerated, quantifiable business value—not just technology for technology’s sake. - Headquartered in Boston, Quantiphi is a global organization with 4,000+ professionals serving clients across key industry verticals, including BFSI, Healthcare & Life Sciences, CPG, MFG, TME etc. As an Elite and Premier partner to leading cloud and AI platforms such as NVIDIA, Google Cloud, AWS, and Snowflake, we build and deliver enterprise-grade AI services and solutions that create real-world impact. . We have been recognized with: - 17x Google Cloud Partner of the Year awards in the last 8 years. - 3x AWS AI/ML award wins. - 3x NVIDIA Partner of the Year titles. - 2x Snowflake Partner of the Year awards. - Recognized Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst and independent research firms. - We offer first-in-class industry solutions across Healthcare, Financial Services, Consumer Goods, Manufacturing, and more, powered by cutting-edge Generative AI and Agentic AI accelerators. - We have been certified as a Great Place to Work for the third year in a row- 2021, 2022, 2023. Be part of a trailblazing team that’s shaping the future of AI, ML, and cloud innovation. Your next big opportunity starts here! For more details, visit: Website or LinkedIn Page. Role: Technical Program Manager Experience Level: 7+ years Employment type: Full Time Location: East Coast (USA)/ Toronto, Canada Responsibilities: - Lead AI/ML program execution, ensuring timely delivery of scalable, production-grade RAG/LLM/Agentic solutions. - Define program roadmaps through PI planning sessions, milestones, and deliverables for AI-driven initiatives across multiple teams. - Manage LLM infrastructure, GPU optimization, AI inferencing pipelines, and large-scale model deployment strategies. - Oversee the implementation of RAG, Agentic Workflows, multi-agent LLM systems, and Retrieval-augmented QA pipelines. - Managing client engagement and delivery per terms of the contract expectations. - Manage project delivery, team and ensure positive customer relations. - Drive project margins optimization using Gen AI based tools, accelerators. - Collaborate with our diverse and global teams to deliver committed results to our clients. - Lead AI-driven engagements, ensuring alignment with business goals, technical feasibility, and governance frameworks. - Develop and execute strategic roadmaps for LLM-based solutions, including RAG (Retrieval-Augmented Generation), Agentic RAG, and Agent-driven workflows. - Manage cross-functional teams, including ML engineers, data scientists, software developers, and consultants to deliver AI solutions. - Collaborate with stakeholders to define technical architecture, infrastructure requirements, and optimization techniques. - Implement scalable AI agent architectures, ensuring integration with LangChain, NVIDIA NeMo, and Triton Inference Server. - Track project performance, set KPIs, and provide executive-level reporting on outcomes and ROI. - Guide AI model evaluation, MLOps pipeline integration, and fine-tuning strategies for scalable AI solutions. - Travel to client location as needed. - Support AI compliance strategies, ensuring alignment with data privacy, security, and responsible AI practices. Skill Set Required: - 7 plus years of Program Management experience. - Strong leadership and multi-stakeholder management skills. - Multi-Workstream Project Management ensuring customer success & account growth. - Maintaining positive work environment & ensure career growth of the team members. - Tight Delivery execution and reporting to senior management at client organization and at Quantiphi. - Mentoring team members for career progression & upskilling to drive better solution outcomes. - Team leading experience and ability & experience to work as project lead. - Excellent Communication, presentation & storytelling skills. - Must have experience with Cloud GCP or AWS or Azure (LLM hosting, GPU-based inference, cost optimization). - Experience managing large-scale AI projects leveraging LLMs (e.g., Llama, GPT, Claude, Mistral). - Strong expertise in RAG, Agentic RAG, AI Agents, Vector DBs (e.g., FAISS, Pinecone, Weaviate, ChromaDB). - Knowledge of LLM-based fine-tuning techniques, Low-Rank Adaptation (LoRA), Quantization (AWQ, GPTQ, FP8, INT4). - Familiarity with Multi-GPU parallelization, model pruning, and knowledge distillation. - Understanding of Governance frameworks (e.g., AI Ethics, Explainability, Risk Mitigation). - Proficiency in NVIDIA NeMo, Triton Inference Server, and LangChain for Agentic workflows. - Bachelor's degree in CompSci, Business IT, or other related fields or equivalent work experience. MBA is highly desirable What is in it for you: - Make an impact at one of the world’s fastest-growing AI-first digital engineering companies. - Upskill and discover your potential as you solve complex challenges in cutting-edge areas of technology alongside passionate, talented colleagues. - Work where innovation happens - work with disruptive innovators in a research-focused organization with 60+ patents filed across various disciplines. - Stay ahead of the curve—immerse yourself in breakthrough AI, ML, data, and cloud technologies and gain exposure working with Fortune 500 companies. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

• Partner with the Engineering Managers to plan product expansion roadmaps for platform engineering. • Lead end-to-end planning and delivery for complex cross-functional programs with clear goals, timelines, owners, and success metrics. • Partner with Principal Engineers, Staff Engineers, and senior engineering leadership to develop plans to scale our systems and services, and in some cases - help break our monolithic backend into multiple services. • Build and maintain program plans, RAID logs, status updates, and executive-ready communication materials. • Build consensus and deliver high-value outcomes. • Develop project plans across teams as needed within the Product and Engineering department (DevOps, IT, Product, Engineering, and QA), as well as cross-functional teams extending throughout the company. • Partner with project-specific stakeholders throughout the company to capture details and perform successful change management with third-party development partners. • Utilize lifecycle data to proactively raise risks and trade-off decisions to key stakeholders. Actively mitigate these with scope control and resourcing. • Identify and resolve all cross-organizational dependencies and potential blockers. • Ensure all status materials and roadmap documents are compiled, aggregated and complete and remain well-maintained. • Drive improvement and iteration on the platform engineering roadmap. • Facilitate iteration planning, progress tracking, retrospectives and reporting. • Develop key metrics to track the effectiveness of the distribution of work to third party partners.

About Us: ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms. We support over 20,000 restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash. Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy. About the Position: As a Senior Technical Program Manager, you will be a champion for engineering excellence and institutionalizing best practices for our distributed workforce. This is a high-impact role that requires strong ownership of complex work, effective dependency management, and the ability to keep multiple work streams moving forward. You are joining us at a key inflection point as we scale the engineering organization to meet growing customer demand. This is a remote position located in the United States, and will report to an Engineering Manager; No direct reports. This is a remote role based in the United States. Please note: ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages. What We Love About You: You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive. You celebrate diversity. You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are. You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts. You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it. You keep reaching. You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges. What Success Looks Like: Specifically you will: - Partner with the Engineering Managers to plan product expansion roadmaps for platform engineering. - Lead end-to-end planning and delivery for complex cross-functional programs with clear goals, timelines, owners, and success metrics. - Partner with Principal Engineers, Staff Engineers, and senior engineering leadership to develop plans to scale our systems and services, and in some cases - help break our monolithic backend into multiple services. - Build and maintain program plans, RAID logs, status updates, and executive-ready communication materials. - Build consensus and deliver high-value outcomes. - Develop project plans across teams as needed within the Product and Engineering department (DevOps, IT, Product, Engineering, and QA), as well as cross-functional teams extending throughout the company. - Partner with project-specific stakeholders throughout the company to capture details and perform successful change management with third-party development partners. - Utilize lifecycle data to proactively raise risks and trade-off decisions to key stakeholders. Actively mitigate these with scope control and resourcing. - Identify and resolve all cross-organizational dependencies and potential blockers. - Ensure all status materials and roadmap documents are compiled, aggregated and complete and remain well-maintained. - Drive improvement and iteration on the platform engineering roadmap. - Facilitate iteration planning, progress tracking, retrospectives and reporting. - Develop key metrics to track the effectiveness of the distribution of work to third party partners. Within 30 days, you’ll… - Progress through our Ramp Camp (ChowNow’s New Hire Onboarding Experience) - Learn about our sales and onboarding processes to understand the value ChowNow brings to local restaurant owners. - Work with key Engineering Managers to identify priority projects, meet with key stakeholders, and develop a plan for immediate action, while curating plans for future development. Within 60 days, you’ll… - Understand our current platform and services posture. - Manage relationships with third-party development partners. - Establish and monitor plans to ensure the realization of goals and continuous improvements in relation to product expansion programs and platform engineering. - Perform weekly reviews of feature velocity and platform engineering improvement opportunities from the third party development partners and escalate to the VP of Engineering and CTO as needed. Within 90 days, you’ll… - Present proposed project plans to Product Management and Executive teams. - Identify and execute on opportunities for more effective and efficient processes. - Identify risks and apply mitigation techniques to ensure timely project execution. You Should Apply If: - You have 5+ years of experience performing cross-functional technical project management, preferably in a startup environment. - You have 3+ years of experience managing or implementing an agile, scrum-based team of teams framework that influences a 50+ person engineering organization. - You understand and are passionate about all things platform engineering throughout an organization: best practices, testing, and training. - You have a deep understanding of end-to-end architecture and the software engineering life cycle. - You understand the basics of cloud infrastructure delivery and associated key metrics. - You have excellent leadership skills with superior written and verbal communication skills. - You like to solve problems and are always looking for ways to improve team performance. - You know how to keep teams organized and on track. - You are comfortable in fast-paced and complex environments. About Our Benefits: - Expected Base Salary Range: $149,450 - $195,375 (depending on candidate location and experience) - Ongoing training and growth opportunities. - A "Best Place to Work" winner multiple times where we focus on creating a great employee experience. - Rock solid medical, dental, and vision plans. - Mental Health Coverage - we offer several programs to support your mental health and wellness goals. - Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life - 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave. - 401(k) Matching - Employer-contributing student loan assistance program or continuing education reimbursement program - Employee Stock Incentive Plan. - Pet insurance for your fur babies - Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly. - Enough freedom to spread your wings while still holding you accountable. The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required. As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. We are committed to developing a barrier-free recruitment process and work environment, if you require any accommodation, please let us know at your earliest convenience and we’ll work with you to meet your accessibility needs. Information Regarding Recruiting Scams: ChowNow does not engage in outreach to prospective candidates by text message about employment opportunities, interviews, or employment offers, and we do not make job offers after only one interview. ChowNow does not ask candidates to submit sensitive personal information (Passport details, banking information, etc.) as part of the interview process. ChowNow employment offers are made by a ChowNow Talent Acquisition team member with a @chownow.com email address only. ChowNow does not ask candidates to provide funds to the company for onboarding, equipment, or supplies. If you receive an employment inquiry or employment offer from a non @chownow.com email address, consider it spam. Read here about your California privacy rights. #Li-Remote