Manager | Client Operations

About SpotOn

We’re not just building restaurant tech—we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.

• Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users

• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

• Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running

We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.

Position Objective

The Manager, Client Operations leads a team of specialists, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments.

This role oversees end-to-end account lifecycle operations—from onboarding and provisioning to ongoing maintenance and offboarding—ensuring efficiency, accuracy, and compliance with company standards. The ideal candidate is a detail-oriented leader with strong operational discipline, process optimization expertise, and a track record of driving team performance and quality control.

Responsibilities

Team Leadership & Development

• Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.

• Set clear goals and performance expectations aligned with departmental objectives.

• Provide regular coaching, feedback, and professional development opportunities to build team capability.

• Oversee workload allocation, ensuring balanced capacity, productivity, and service quality.

• Manage recruitment, onboarding, and training to build a high-performing team culture.

Client & Cross-Functional Partnership

• Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.

• Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships.

• Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution.

• Communicate updates, progress, and risks clearly to senior leadership and key stakeholders.

Operational Execution & Process Improvement

• Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.

• Identify and implement process improvements to increase efficiency, scalability, and accuracy.

• Monitor team metrics and performance dashboards to drive accountability and continuous improvement.

• Partner with other managers to standardize best practices and optimize end-to-end workflows.

Training, Quality & Standards

• Establish and maintain high quality and consistency standards across all team outputs.

• Lead periodic quality reviews, identifying trends and coaching opportunities.

• Develop and maintain team training resources and SOPs to ensure consistency across roles and projects.

• Champion operational excellence and knowledge sharing across the broader function.

• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Client Operations Oversight

• Manage end-to-end client account activities, including but not limited to: enrollment, Dealer Admin setup, file builds, provisioning, order verification; account updates and maintenance, including ownership changes, rebooks, SMB/LLDTek activations, add-on orders, returns/exchanges, swaps/replacements, out-of-warranty cases, and system upgrades.

• Handle account closures, product offboarding, and cancellations in compliance with internal policies and contractual obligations.

• Ensure all account activities meet accuracy, compliance, and operational standards.

• Serve as the escalation point for complex account issues, discrepancies, or operational blockers.

• Collaborate with cross-functional teams to resolve escalations and drive process improvements.

• Maintain detailed records of account activities, identify recurring trends, and recommend enhancements to workflows and SOPs.

Skills & Knowledge

• Advanced leadership, coaching, and team development skills.

• Strategic thinking and operational planning abilities.

• Strong problem-solving, decision-making, and analytical capabilities.

• Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction.

• Proficiency with relevant systems, tools, and metrics-driven management.

• Effective stakeholder management and cross-functional collaboration.

• Deep expertise with CRM systems, with strong Salesforce experience required.

• Exceptional attention to detail and commitment to data accuracy and quality control.

• Experience with workflow automation and system integrations in SaaS, fintech, or technology environments preferred.

• Extensive experience in operations, client services, or data management within SaaS, fintech, or technology organizations.

• Experience managing or supporting shared services or centralized support teams preferred.

• Proficiency with Salesforce and reporting tools required; familiarity with SQL, Excel, or BI tools is a plus.

Previous Experience

• 8 years of professional experience in customer success or related roles.

• 3 years of experience managing and developing high-performing teams.

• Experience in fintech or SaaS environments preferred.

Education / Professional Training

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, Hospitality or a related field required.

• An equivalent combination of education and experience may be considered.

• Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus.

Languages & Level of Proficiency

• Fluent in English and Spanish (written and verbal).

• Additional languages are preferred but not required.

**This role requires attendance at the office three days a week and working from home two days a week.**

#Li-Onsite

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

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