Senior Manager, Onboarding

We are looking for a Senior Manager, Onboarding! The Senior Manager, Onboarding oversees multiple teams, driving strategic initiatives and organizational impact. This role focuses on team development, operational excellence, and long-term growth while ensuring alignment with corporate goals.

This leadership role is responsible for managing multiple Onboarding teams, coordinating with product, support, sales, and engineering, and optimizing processes to scale delivery across single and multi-location restaurant groups. This position requires a strong background in point-of-sale (POS) technologies, project management, and cross-functional collaboration, with a focus on execution, efficiency, and client satisfaction.

Responsibilities

Team Leadership & Organizational Development

• Lead multiple teams or functional areas, setting direction and driving alignment with organizational strategy.
• Develop leaders and managers, fostering a culture of accountability, collaboration, and high performance.
• Establish workforce plans, talent pipelines, and development strategies to support growth and scalability.
• Drive engagement, inclusion, and professional development across teams.

Strategic Client & Stakeholder Alignment

• Serve as a senior liaison between internal teams, leadership, and client-facing organizations.
• Translate strategic objectives into actionable team goals and priorities.
• Anticipate organizational and client needs, driving proactive solutions that enhance customer experience and operational efficiency.
• Influence cross-functional planning and resource allocation to ensure alignment with business goals.

Operational Strategy & Performance Management

• Oversee large-scale or complex operations, ensuring delivery against performance, quality, and financial targets.
• Define and track key metrics to evaluate team effectiveness and impact.
• Lead process optimization and automation initiatives to enhance scalability and operational excellence.
• Collaborate with peers and senior leaders to define functional strategy and contribute to long-term planning.

Quality, Training & Continuous Improvement

• Establish quality frameworks, training programs, and performance standards across teams and regions.
• Sponsor continuous improvement initiatives to streamline workflows and enhance customer satisfaction.
• Evaluate and evolve tools, systems, and processes to meet changing business needs.
• Foster a learning culture that encourages innovation and cross-functional knowledge sharing.
• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Onboarding Oversight

• To oversee the successful deployment of Restaurant POS systems for new and existing clients, ensuring projects are delivered on time, within scope, and aligned with customer expectations.
• Lead managers who oversee the end-to-end implementation of POS systems for restaurant clients, from project kickoff through post-launch support.
• Collaborate with Sales, Product, Engineering, Success and Support teams to ensure alignment and seamless handoffs throughout the implementation lifecycle.
• Monitor project timelines, budgets, risks, and deliverables, ensuring projects are completed on schedule and within scope.
• Serve as the primary escalation point for complex implementations or high-impact client concerns during rollout.
• Track implementation metrics (e.g., time to launch, client satisfaction, churn risk) and report on team performance and project health.
• Support continuous improvement initiatives by gathering client feedback and identifying opportunities to streamline deployment workflows.
• Ensure compliance with company policies, data security standards, and industry regulations during implementation activities.

Skills & Knowledge

• Proven ability to lead multiple teams and drive operational performance at scale.
• Strong client-facing and executive communication skills, with the ability to influence and align stakeholders.

• Strategic thinker with a focus on process improvement, workflow optimization, and team development.

• Operational management capabilities.
• Advanced analytical skills and ability to interpret data to drive decisions.
• Financial acumen and resource management skills.
• Exceptional stakeholder engagement, influencing, and communication abilities.
• Understanding of industry trends, systems, and organizational best practices.
• Deep knowledge of POS hardware, software, integrations, and network setups.
• Skilled in Agile, Waterfall, or hybrid project management; manages multiple implementations concurrently.
• Builds trust with clients, manages expectations, and communicates effectively with all stakeholders.
• Familiar with APIs, cloud platforms, networking basics, and data security for POS systems.
• Evaluates and improves workflows for efficiency, scalability, and quality.
• Identifies root causes and implements strategic solutions for complex issues.
• Guides clients and teams through operational and technology transitions.
• Strong written and verbal communication for updates, documentation, training, and presentations.
• Understands restaurant operations (QSR, fast casual, full service) and technology workflows.
• Proficient with project management (Asana, Jira, Trello), CRM (Salesforce), and tracking tools..

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 $107,000 -$145,000 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.