Associate Manager, Installation & Go-Live

SpotOn: Corporate • Chicago, IL

44d • $53,000 - $70,000

About The Position

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 sht about helping restaurants succeed. Named the #1 Restaurant POS by G2 (Fall 2025), 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. We are looking for an Associate Installation and Go Live Manager. The Associate Manager, Installation & Go Live 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, Installation & Go Live acts as a bridge between frontline employees and senior management, fostering team development, coaching, and engagement. This role leads a small team of installation specialists to ensure accurate, efficient, and high-quality POS deployments. Focuses on team development, cross-functional collaboration, and driving consistent client experiences. Supports escalation resolution and process improvement initiatives.

Requirements

• 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.
• Experience leading or mentoring small teams in POS implementations.
• Hands-on expertise in hardware setup, software configuration, and site surveys.
• Strong organizational, analytical, and problem-solving abilities.
• Excellent communication and interpersonal skills for client and internal interactions.
• Familiarity with project management, ticketing, and collaboration tools.
• 5+ years of professional experience in customer success or related roles.
• 1+ year of experience managing and developing high-performing teams.
• Bachelor’s degree in Information Technology, Computer Networking or Systems Administration, Engineering Technology, Business Administration, Hospitality Management (with strong technical acumen) or a related required.
• Fluent in English (written and verbal).

Nice To Haves

• Experience in fintech or SaaS environments preferred.
• Relevant technical certifications (e.g., CompTIA A+, Network+, or vendor-specific POS certifications) may substitute for a formal degree.
• Additional languages are preferred but not required.

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 documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.
• Manage day-to-day activities of a small team (5–10) of installation specialists.
• Coordinate installations, site surveys, and training sessions across multiple client locations.
• Support hardware, network, and software configurations, ensuring alignment with client needs.
• Monitor performance metrics, escalate issues, and ensure client satisfaction.
• Contribute to process improvements, playbooks, and training materials.
• Assist in resource allocation, scheduling, and coordination with cross-functional teams.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees