Manager, Product Implementation

• 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
• 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
• 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
• 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
• 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

• 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

Experience in fintech or SaaS environments preferred

• 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