State University of New York at Buffalo

Product at Odeko

New York, New York, United States

Odeko

Product Manager

Lunchbox

I was the product manager for the B2B experience focusing on the onboarding and operations of our restaurant business.  Collaborated with engineering, design, and operations to scale multiple options of order processing for our restaurant network including POS and SliceOS from 0 to 7000+ shops.  This led to fast fulfillment, more accurate, and a transparent post ordering experience for our consumers.  I was also a product owner of the Slice owner’s portal, where my team created features for our restaurant businesses to market, communicate, manage, and report on their business with Slice.  We were able to grow weekly active users 180% and these weekly active users had a 15% reduced defect rate vs. non-users.

I also filled a need for the consumer web experience concentrating on user experience.  Improved overall order conversion for web users by 10% by implementing a/b tests, improving page speed, and reducing friction.  Examples include a focused ordering journey, improved validation for checkout, championing deals + discounts, and more.

I was asked to be a consultant to the data team on the implementation of shop status.  I provided the design on the business side for the data team to create their model off of. This work provided a clear picture to Slice if a restaurant was onboarding, live, suspended, or churned.

Slice

I was the technical account manager for the tri-state area market where I took care of post-go-live activities.  I performed training and consulting best practices for restaurant owners and staff. Negotiated SaaS fees and credit card processing rates.  Provided remote and on-site troubleshooting of hardware and network.  Upsold restaurant expansions, software add-ons, and hardware.

The team grew Toast POS into the best in class cloud POS in the biggest hospitality market in the world.  We were able to win some major hospitality brands including Union Square Hospitality, Bareburger, Sugar Factory, Westville, Tacombi, and more.

Toast, Inc.

Technical Account Manager

As the Enterprise Account Manager, I was tasked to oversee the highest performing accounts on the Grubhub/Seamless network.  Supported these accounts through training best practices, building reports, handling escalations, and growth of the network.  I looked after accounts like Just Salad, Chop’t, ‘wichcraft, and others.

I was also tasked to implement and support new hardware into our network of shops remotely and in-shop. I launched the processes for the new devices in order to scale it to our active shops and also organized the feedback for the product team.

GrubHub Inc. (Seamless.com)

Enterprise Account Manager

Online reservation and marketing service delivering millions of consumers to over 10,000 restaurants worldwide.

Livebookings

Account Manager

Dotmenu has been making it easier to stuff food into people's faces. Thanks to the massive growth of our flagship websites Allmenus and Campusfood, Dotmenu has expanded its waistline to become the largest online food delivery network in the world with over 1.7 million registered users, nearly half of whom are college graduates.

Timothy Lum