Manager, Product Implementation

SpotOn: Corporate-posted about 1 month ago
Full-time • Manager
Onsite • Chicago, IL
1,001-5,000 employees
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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. The Manager, Product Implementation leads a team of specialists, driving operational excellence and process improvements. This role leads the successful deployment of restaurant management solutions with a focus on software integrations, including third-party integrations, SpotOn Teamwork, or SpotOn Reserve. The Implementation Manager ensures seamless activation of integrations while delivering exceptional training, support, and operational guidance. This is an in-office position (Monday - Friday) in our Chicago, IL office.

  • Product Implementation Oversight
  • 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.
  • Team Leadership & Development
  • 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.
  • Client & Cross-Functional Partnership
  • 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.
  • Training, Quality & Standards
  • 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.
  • Operational Execution & Process Improvement
  • 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.
  • 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
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