Project Manager - Customer Experience Operations, Afternoon Shift

SpotOn; Kraków; Hybrid; PLN 94,000 - 117,000; Full time

Benefits offered by this job

Private healthcare

Learning platform access

Lunch subsidies

Relocation package within Poland

PlayStation chill-out room

Job summary

SpotOn Kraków is seeking a Project Manager to lead end-to-end initiatives within the Client Experience organization. You will define scope, timelines, and deliverables, while maintaining thorough documentation and reporting to stakeholders.

Ideal candidates have 3+ years in management within CX, be able to analyze data for actionable improvements, and work a 2 PM–10 PM CET shift in a hybrid Kraków office. Proficiency with Asana/Jira/Monday.com is preferred.

Qualifications

• 3+ years of management experience in a Customer Experience environment.
• Willing to come into Kraków office 3 times per week.
• Willing to work the afternoon shift (2 PM to 10 PM CET).
• Ability to analyze data and translate insights into actionable improvements.
• Proficiency in project management tools (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.

Responsibilities

• 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.
• Identify and implement process enhancements to improve Client Experience efficiency and customer resolution times.
• Work closely with leadership team to analyze pain points and develop scalable solutions.
• Ensure new processes align with SpotOn’s core values of agility, ownership, and collaboration.
• 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.

Skills

Management experience

Customer Experience

Data analysis

Communication

Ownership mindset

Cross-functional collaboration

Education

PMP certification

CAPM certification

Agile/Scrum certification

Tools

Asana

Jira

Monday.com

Smartsheet

Confluence

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.

The Project Manager manages small-to-medium projects that improve operational workflows and client experience. This role ensures project deliverables are completed on time, aligns with business objectives, and communicates updates to stakeholders. The ideal candidate is proactive, organized, and capable of managing multiple initiatives simultaneously.

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 team 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 skill are we looking for?

• 3+ years of management experience, preferably in a Customer Experience environment.
• Willing to come into our Kraków office 3 times per week.
• Willing to work the afternoon shift (from 2 PM to 10 PM CET).
• 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.

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

• Competitive pay: 8 400 PLN - 10 500 PLN gross on CoE
• 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 the 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: [e-mail]. 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: [e-mail]. 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.

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. For U.S. based roles, work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E-Verify company.