Manager, Product Implementation

The Manager, Product Implementation leads a team of specialists, driving operational excellence and process improvements. This role leads the successful deployment of restaurant management solutions with a focus on software integrations, including third-party integrations, SpotOn Teamwork, or SpotOn Reserve. The Implementation Manager ensures seamless activation of integrations while delivering exceptional training, support, and operational guidance.

This is an in-office position (Monday - Friday) in our Chicago, IL office. 

Responsibilities: 

Product Implementation Oversight

• Oversee the end-to-end deployment of integrations, including 3rd party integrations, Teamwork and Reserve integrations, ensuring solutions meet client needs.
• Conduct comprehensive assessments of client workflows, requirements, and operational objectives.
• Guide the team in configuring and customizing platforms, managing project structures, workflows, permissions, and third-party integrations.
• Deliver client training programs and workshops, promoting adoption and operational readiness.
• Serve as the escalation point for technical or configuration challenges.
• Develop and manage detailed implementation plans, timelines, and milestones.
• Collaborate cross-functionally with Sales, Product, Support, and Engineering teams to resolve implementation issues and improve client outcomes.
• Ensure seamless activation and adoption of SpotOn integrations (Teamwork, Reserve, and third-party integrations).
• Maximize client satisfaction and business impact through expert technical guidance, team leadership, and process excellence.
• Oversee technical support and troubleshooting during implementations, ensuring timely resolution and effective communication.

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.

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.

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.

Qualifications: 

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• Demonstrated ability to lead, motivate, and manage teams, including coaching, mentoring, and performance management.
• Strong client focus with expertise in building relationships, understanding needs, and delivering high-quality solutions.
• Proficient in configuring software applications, troubleshooting technical issues, and applying operational knowledge of restaurants or hospitality systems.
• Extensive experience planning, tracking, and managing complex software or POS implementations, ensuring timely delivery and effective resource allocation.
• Skilled in analyzing complex problems, developing creative solutions, and driving operational efficiency through process improvements.
• Exceptional verbal and written communication, able to convey technical information clearly and influence stakeholders at all levels.
• Collaborative and team-oriented, capable of working across cross-functional teams and fostering positive working relationships.
• Adaptable and committed to continuous learning, staying current on industry trends and evolving business needs.
• Deep knowledge of restaurant operations, POS platforms, and related systems, with hands-on experience in implementation, configuration, and client training.
• Strong organizational, research, and process development skills, focused on quality, KPIs, and operational efficiency.
• Capable of managing competing priorities in fast-paced, collaborative environments while maintaining high-quality execution.
• 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.

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

Compensation:

• Our base pay range starts at $89,000 -$107,000 for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.