Manager, Client Operations (Afternoon shift)

Job description

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 (Summer 2026), 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, 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. This role is also responsible for advancing automation, AI, and tech enablement across Client Operations functions, driving scalability, reducing cost and risk, and ensuring critical processes operate on a 'human in the loop' model rather than fully manual execution. On a daily basis, you will 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. - Track and report cost, risk, and efficiency gains from automation initiatives. - 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 - Champion adoption of automation, AI tools, and workflow technology to reduce manual touchpoints, lower operating cost, and de-risk critical processes, shifting the team's role toward oversight and exception handling ('human in the loop'). - 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. What skill are we searching for? - 8 years of professional experience in customer success or related roles. - 3 years of experience managing and developing high-performing teams. - Willingness to work afternoon hours (14:00–22:00 CET) to support cross-regional operations and late-day stakeholder collaboration. - 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. - Demonstrated comfort with AI and automation tools; able to identify where technology can replace manual steps without compromising accuracy or compliance. - Track record of standing up new processes, teams, or functions in ambiguous or undefined environments. - Extensive experience in operations, client services, or data management within SaaS, fintech, or technology organizations. Here’s a bit about what we have to offer - Competitive pay: 17 800 - 22 300 PLN gross on CoE - Training budget 3500 PLN gross per year. - Access to e-learning platforms. - Fully paid private healthcare in LuxMed. - Access to the Worksmile platform with a monthly top-up. - Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week. - A laptop and essential work equipment provided by the company. - New, modern, bright and comfortable office space in the city centre. - Access to the company’s library. - Great working atmosphere. - Chill out room with a PlayStation and games. - Free snacks and beverages in a kitchen. - Company parties and social activities. - Employee referral program. - Relocation Package within Poland. The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address: poland-rodo@spoton.com. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy. Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu: poland-rodo@spoton.com. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie: https://pl.spoton.com/privacy-and-cookies-policy. We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com http://spoton.com). If something seems suspicious, please contact us at careers@spoton.com. 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. Work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E-Verify company.