Project Manager (Customer Experience Operations)

SpotOn: Corporate; Kraków; On-site; PLN 180,000 - 240,000; Full time

Job summary

A leading technology company in Kraków is seeking a Project Manager for Customer Experience Operations. You will manage projects to enhance client experience, collaborating with cross-functional teams to implement scalable solutions. The ideal candidate has 3+ years of management experience and proficiency in project management tools. This role offers a competitive salary and a great working atmosphere in a modern office.

Benefits

Competitive pay: 8500 - 10000 PLN gross

Fully paid private healthcare in LuxMed

Access to Worksmile platform

Subsidized meals at the Kraków office

Modern office space

Free parking

Access to the company library

Chill out room with leisure facilities

Employee referral program

Relocation Package within Poland

Qualifications

• 3+ years of management experience, preferably in a Customer Experience environment.
• Willing to come into Kraków office 2-3 times per week.
• Self-starter with a strong sense of ownership.

Responsibilities

• Lead end-to-end project execution ensuring timely delivery.
• Identify and implement process enhancements.
• Develop and execute training and communication plans.

Skills

Management experience

Data analysis

Project management tools proficiency

Strong communication skills

Problem-solving mindset

Tools

Asana

Jira

Monday.com

Smartsheet

Confluence

Job description

Project Manager (Customer Experience Operations)

Krakow, Poland

At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

• Named one of Fast Company’s Most Innovative Companies
• Awarded Great Places to Work and Built In’s Best Workplaces for the fourth year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That’s where you come in.

As a Project Manager, you will lead and manage projects that drive operational improvements, enhance Client Experience processes, and ensure smooth execution of new strategies. You will collaborate with cross-functional teams—including client experience, Product, and training—to implement scalable solutions that optimize workflows and improve overall customer experience. You will be expected to manage timelines, ensure stakeholder alignment, mitigate risks, and measure the success of initiatives.

On a daily basis you will:

• Project Management & Execution: Lead end-to-end project execution for all initiatives impacting the client experience organization, ensuring timely delivery. Define project scope, timelines, and deliverables, aligning with business objectives. Develop and maintain project documentation, including roadmaps, status reports, and risk assessments. Track and report on key project KPIs, such as milestone adherence, process adoption, and efficiency improvements.
• Process Optimization & Operational Efficiency: Identify and implement process enhancements to improve Client Experience efficiency and customer resolution times. Work closely with leadership to analyze pain points and develop scalable solutions. Ensure new processes align with SpotOn’s core values of agility, ownership, and collaboration.
• Stakeholder Collaboration & Change Management: Partner with Client Experience, Product, Engineering teams to drive alignment on project goals. Facilitate cross-functional meetings to communicate progress, gather feedback, and address challenges. Develop and execute training and communication plans to ensure smooth adoption of process changes. Act as a bridge between main stakeholders and internal SpotOn departments.
• Risk Management & Continuous Improvement: Proactively identify project risks and develop mitigation strategies. Establish feedback loops to continuously refine processes based on stakeholder input.

What skills are we looking for?

• 3+ years of management experience, preferably in a Customer Experience environment.
• Willing to come into our Kraków office 2-3 times per week.
• Ability to analyze data and translate insights into actionable improvements.
• Proficiency in project management tools (e.g., Asana, Jira, Monday.com, Smartsheet, Confluence).
• Strong communication skills, with the ability to influence stakeholders at all levels.
• Self-starter with a problem-solving mindset and a strong sense of ownership.

Perfect candidate also has:

• PMP, CAPM, or Agile/Scrum certification is a plus.
• Experience working in SaaS, Fintech, or customer support organizations.
• Comfortable working with Salesforce or comparable platforms.
• Flexibility with working hours, ideally availability from 2 PM to 10 PM.

Here’s a bit about what we have to offer:

• Competitive pay: 8500 - 10000 PLN gross on CoE
• 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
• New, modern, bright and comfortable office space in the city centre
• A lot of free parking spots around the office
• Access to the company’s library
• Great working atmosphere
• Chill out room with a PlayStation, table tennis, and mini gym
• Free snacks and beverages in a kitchen
• Company parties and social activities
• Employee referral program
• Relocation Package within Poland

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.

SpotOn is an e-verify company.

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Personal data processing Select...

“I agree to the processing of my personal data included in my application to the extent exceeding the data required by law, by the data controller, SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Krakow (Aleja 29 listopada, 31-402 Krakow) for the purpose of recruitment process. I am aware that my consent may be revoked at any time. However, this does not affect the legality of processing my data until the date of revocation.”

„Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w dokumentach rekrutacyjnych w zakresie przekraczającym dane, których podanie jest wymagane na podstawie przepisów prawa, przez administratora danych SpotOn Poland Sp. z o.o. z siedzibą w Krakowie w celu prowadzenia procesu rekrutacji. Mam świadomość, że zgoda może być odwołana w każdym czasie bez wpływu na zgodność z prawem przetwarzania dokonanego przed wycofaniem zgody.”

Agreement for the future recruitment processes Select...

“I agree to the processing of my personal data included in my application by the data controller, SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Krakow (Aleja 29 listopada, 31-402 Krakow) for the purpose of future recruitment process, during a period of 2 years from the date of application. I am aware that my consent may be revoked at any time. However, this does not affect the legality of processing my data until the date of revocation.”