POTENTIAL BEHAVIOR PAR QUESTIONS Flashcards
Tell us about a time when you had to manage customer expectations while delivering a product or service.
Problem: At Legacy Records we faced onboarding and restaurant opening delays due to unexpected integrations issues with our FOH and BOH POS systems. This caused misaligned expectations and threatened guest experience.
Action: Understanding the impact on seamless guest interactions, I proactively communicated the delays with the POS vendor, outlining a revised timeline and alternative solutions for the FOH and BOH restaurant teams for opening.
I collaborated closely with the POS’ technical team to troubleshoot the integration and prioritizing tasks.
Result: “While exceeding the initial deadline slightly, I appreciated our POS system transparent communication along with our internal teams from chefs, bartenders, and GMs and everyone’s problem-solving efforts. This led to increased internal team trust, additional project phases,
Describe your experience working with senior-level team members on complex projects and how you collaborate effectively.
Problem: At Premiere Digital, I led the user research - go to Evelyn story.
Action: “Empathizing with their workload and respecting their expertise, I prioritized clear communication and knowledge-sharing. I facilitated regular cross-functional meetings to align on goals, milestones, and potential roadblocks. I actively sought clarification, improving my own technical understanding while offering insights from the user perspective.”
Result: “This collaboration not only resulted in a successful launch but also streamlined our documentation practices for future reference. It solidified my belief in the power of teamwork and the value diverse perspectives bring to complex projects – an approach highly valued at Olo.”
What are you looking for in your next role?
In my next role, I want to use my love for hospitality to make a real difference in how restaurants operate. I’m excited about working with different teams to create amazing customer experiences and find ways to make things run even smoother. Olo’s focus on innovation in helping guests feel valued and its commitment to streamlining processes, and owning the guest engamgenet and data is exactly what I’m looking for.
At Premiere Digital, I helped clients get the most out of their platforms by improving their workflows. I’d love to take ownership of projects from start to finish at Olo. On top of that, I really value building strong relationships with clients and internal teams.
I’m confident that my project management skills and passion for the industry would make me a great fit for your team.”
Tell me About A Time When Challenge W/ Tough Stakeholder/Resolution
Sure! Let me think about that!
SENIOR STAKEHOLDER - OPS
ITMSP PRODUCT ROADMAP CHANGES
COMMUNICATION
EMAIL
CALLS
SLACK MESSAGE UPDATES - bugs, process updates, requirements/refinement
QA - nightly off shore team and align QA team w/ acceptance criteria and testing in tandem getting to know them bonding love for dogs and cats./
it was a growing/challenging experience and really enjoyed working together to see the bulk of this 4-phase project be successful in releases as well as .
A tough challenge was working with a senior stakeholder who frequently changed priorities on a product roadmap. Recognizing they preferred phone calls, I switched from email to weekly calls, improving communication dramatically.
Additionally, I realized they responded best to frequent updates. [[For top-priority feature releases for complex metadata for Apple’s itsmp packaging feature enhancements (ONLY IF SHE ASKS - metadata file OR movie image) and bug triaging needs. ]] I sent daily Slack updates that included progress updates, bug fixes, and validating acceptance criteria needs. This allowed quick iterations and prevented wasted development time - not going down the wrong rabbit hole!
To ensure smooth execution, I also collaborated nightly with our offshore QA team, no only sharing our love for dogs and cats and even bonding over similar lentil recipes, like the one I learned how to make under the mentorship of the late Chef Floyd Cardoz!
Our joint efforts led to a successful UAT processes and timely release. Through this challenging project, I’m especially grateful to have bonded more with the QA team and see the fruits of our collaborative efforts - with an continuously higher UAT success rate throughout the multiple phases of this project.
WHAT IS YOUR BIGGEST STRENGTHS?
“One of my biggest strengths is finding creative solutions, especially when things get a little crazy. That’s super important at Olo, right? Helping restaurants find ways to work smarter, not harder.”
Hospitality Challenge: “Like during Jay-Z’s Oscar party, when our pizza oven plan totally fell apart last minute! You know, guests at these events LOVE their pizza, so I had to get creative. I tapped into my network, called a bunch of places, basically wouldn’t take no for an answer.”
Focus on Solutions: “Luckily, I found this great vendor that totally saved the day. The event was a huge success, and the team was really happy. It showed me how important it is to be flexible and just keep going until you find what works.”
Olo Language Link: “This experience really taught me the value of finding solutions and being resourceful. I bet that’s super important at a company like Olo, where restaurants sometimes need to figure out how to do a lot with a little, right? And that’s where awesome technology steps in!”
Tell me about a time when you had a challenge or problem you faced.
“One particular challenge I faced at Premiere Digital was revamping the Order and Order Item UI for their media workflow. It was a complex project with tight timelines, and early on, miscommunication with my teammate led to some overlap and a bit of stress on the deadline.
Rather than dwell on the problem, I took a proactive approach. Recognizing my teammate’s heavy workload – and later learning she was also studying for her citizenship exam – I extended support and proposed a solution. We established regular check-ins, ensuring we were aligned on priorities and progress.
This open communication revitalized our collaboration. We not only clarified the project scope but also went further, analyzing user needs and pain points to prioritize impactful UI changes. This focus on user experience impressed the CEO and operations team, who commended the revamped sections for their improved efficiency and ease of use.
This experience taught me the importance of proactive communication and empathy, especially in a fast-paced, deadline-driven environment. It also reinforced my ability to keep client satisfaction at the forefront of technical solutions, which aligns perfectly with Olo’s commitment to the guest experience
Why are you leaving your job?
While I’ve learned a lot at Claritiv, my heart is truly in hospitality. That’s why I’m so excited about the potential to contribute to Olo. My experience managing projects and streamlining processes for clients in the restaurant industry gives me a unique understanding of the pain points restaurants face. I’m eager to translate that understanding into actionable insights for the Olo product team.”
I’m also passionate about collaborating with different teams to deliver features that make a real difference. At Premiere Digital, for example, I worked closely with engineering and client success to successfully launch Apple’s media asset supply chain related feature updates in a large 4-phase project over multiple sprints!
I thrive in fast-paced environments where I can contribute to solutions that directly empower restaurants, something that aligns perfectly with Olo’s mission.”
I’m incredibly grateful for this opportunity and am confident that my enthusiasm for the restaurant industry, combined with my SaaS experience, would allow me to make a significant impact on the Customer Experience team.
What is your greatest weakness?
I love getting things done! However, sometimes my eagerness can make me jump into projects before fully grasping all the details. For instance, at Premiere Digital, I was focused on improving packaging metadata features for film and TV studios. My manager pointed out that I could be more thorough in understanding the different user groups and their specific needs.
I took this feedback seriously. Instead of just reacting, I saw it as a chance to grow. I began asking more in-depth questions – how do international distribution requirements differ from iTunes, what about in-flight systems? This helped me develop a clearer picture of all the potential user scenarios.
Now, I make sure to balance my enthusiasm for action with meticulous upfront planning. I clearly define project goals, prioritize tasks based on impact, and continuously check in with my team. This focus on detail, combined with my drive for results, is something I feel would be valuable to Olo – especially considering your emphasis on customer satisfaction and streamlined process improvements.
Explain how you would handle a situation where two stakeholders disagree on a product decision.
While at Premiere Digital Services, I encountered conflicting feedback from internal Sales and Operations teams regarding invoicing related feature updates.
I facilitated a collaborative discussion, presenting data and user insights to bridge the gap between perspectives.
Ultimately, we found a solution that addressed both stakeholder needs, leading to a 78% UAT acceptance rate and exceeding revenue projections. My focus is on building consensus through open communication and data-driven solutions.
