Associate Manager, Product Implementation

SpotOn; Royal Oak (MI); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Options

401(k) Retirement Savings & Employer  

RSUs

Paid parental leave

Job summary

SpotOn in Royal Oak, MI is hiring an Associate Manager, Product Implementation to lead a specialist team, coordinate with clients, and ensure successful deployment of integrations. You will supervise daily operations, drive process improvements, and align with senior leadership on performance metrics.

The role emphasizes coaching, cross-functional collaboration, and strict adherence to SOPs/SLAs, with a focus on delivering high-quality product implementations for restaurant tech ecosystems.

Qualifications

• 5+ years in customer success or related roles with leadership experience.
• Experience managing and developing high-performing teams.
• Experience in fintech or SaaS environments preferred.

Responsibilities

• Lead and coach a small team of specialists, providing guidance, feedback, and professional development.
• Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on-time delivery.
• Oversee day-to-day operations to ensure timely delivery of team objectives.
• Serve as the primary escalation point for technical or process-related issues.
• Prepare reports and updates on team performance metrics for senior management.
• Participate in hiring, onboarding, and training of new team members.
• Collaborate with cross-functional teams and clients to ensure clear understanding of requirements and project status.
• Maintain professional, solution-oriented communication to foster positive client relationships.
• Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule.
• Track progress, ensuring milestones and deadlines are met.
• Report project status, risks, and dependencies to the leadership.
• Identify process inefficiencies and recommend improvements to enhance workflow efficiency and effectiveness.
• Collaborate with cross-functional teams to resolve issues and drive project completion.
• Conduct quality checks to maintain consistency and adherence to standards.
• Promote team efficiency through ongoing process improvements and knowledge sharing.
• Support onboarding and training of new team members, sharing best practices.
• Hold the team accountable for following SOPs, SLAs, and checklists.
• Oversee execution of integration deployments by the team.
• Review and approve platform configurations, workflows, and third-party integrations.
• Ensure client training and operational adoption are successfully delivered.
• Serve as an escalation point for technical or configuration challenges.
• Collaborate cross-functionally to resolve implementation issues and enhance client outcomes.
• Contribute to process improvement, documentation, and SOP development.

Skills

Team Leadership

Client Coordination

Project Management

Cross-Functional Communication

Process Improvement

Quality Assurance

SOPs & SLAs

POS Integrations

Software Integrations

Tools

POS Systems

API Testing

SaaS Tools

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 Associate Manager, Product Implementation is responsible for supporting team operations and overseeing day-to-day activities within their functional area. This role ensures that team goals are met, processes are executed efficiently, and work aligns with organizational standards. The Associate Manager, Product Implementation acts as a bridge between frontline employees and senior management, fostering team development, coaching, and engagement.

This role ensures successful deployment of integrations, adoption, and client satisfaction. Supports operational efficiency, quality, and process consistency.

Responsibilities

Team Supervision & Support

• Lead and coach a small team of specialists, providing guidance, feedback, and professional development.

• Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on-time delivery.

• Oversee day-to-day operations to ensure timely delivery of team objectives.

• Serve as the primary escalation point for technical or process-related issues.

• Prepare reports and updates on team performance metrics for senior management.

• Participate in hiring, onboarding, and training of new team members.

Client Coordination & Communication

• Collaborate with cross-functional teams and clients to ensure clear understanding of requirements and project status.

• Maintain professional, solution-oriented communication to foster positive client relationships.

• Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule.

Project Coordination

• Track progress, ensuring milestones and deadlines are met.

• Report project status, risks, and dependencies to the leadership.

• Identify process inefficiencies and recommend improvements to enhance workflow efficiency and effectiveness.

• Collaborate with cross-functional teams to resolve issues and drive project completion.

Training & Quality Assurance

• Conduct quality checks to maintain consistency and adherence to standards.

• Promote team efficiency through ongoing process improvements and knowledge sharing.

• Support onboarding and training of new team members, sharing best practices.

• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Product Implementation Oversight

• Oversee execution of integration deployments by the team.

• Review and approve platform configurations, workflows, and third-party integrations.

• Ensure client training and operational adoption are successfully delivered.

• Serve as an escalation point for technical or configuration challenges.

• Collaborate cross-functionally to resolve implementation issues and enhance client outcomes.

• Contribute to process improvement, documentation, and SOP development.

Skills & Knowledge

• Strong leadership and team management abilities, including coaching and mentoring.

• Excellent communication and interpersonal skills for interacting with team members and stakeholders.

• Solid organizational and time management skills, with attention to detail.

• Analytical and problem-solving skills to identify issues and recommend solutions.

• Knowledge of relevant tools, systems, and industry practices.

• Ability to adapt to changing priorities and manage multiple projects concurrently.

• Extensive experience in software integrations, restaurant operations, and POS systems.

• Proven ability to coach, mentor, and manage team performance.

• Strong problem-solving, client management, and communication skills.

• Skilled in process development, project tracking, and operational oversight.

Previous Experience

• 5+ years of professional experience in customer success or related roles.

• 1+ year 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 hardworking 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 your wellbeing with a competitive benefits package designed to support your health, family, and future:

• Medical, Dental, and Vision Options: Nationwide plans to fit your personal healthcare needs.

• HSA with Employer Match: High-deductible health plan enrollees receive an annual company contribution to their Health Savings Account

• Company-Paid Life Insurance & Disability

• 401(k) Retirement Savings & Annual Employer Match

• Restricted Stock Units (RSUs)

• Pre-Tax Commuter Benefits

• Paid Parental Leave

• Paid vacation, 10 company holidays (including 1 floating holiday), sick time, and volunteer time off

• Monthly cell phone and internet stipend

• Education reimbursement up to $2,000 per calendar year to assist with your professional development

• Employee Resource Groups to build community and inclusion at work

We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com). If something seems suspicious, please contact us at [e-mail].

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. Work authorization in the U.S. is required. Visa sponsorship is not available for this role.

SpotOn is an E-Verify company.