Onboarding Manager

• Named the #1 Restaurant POS by G2(Fall 2025) based on ratings from real users
• Rated thetop-rated point-of-sale(POS) for restaurants bars retail and small businesses by Capterra users
• AwardedGreat Places to Workand Built InsBest Workplacesfor multiple years running

We are looking for an Onboarding Manager!

The Manager Onboarding leads a team of specialists driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments.

This team is essential in delivering a seamless and exceptional Point of Sale (POS) implementation experience for clients. This role is responsible for driving team performance against key metrics such as time to install activation rates and client satisfaction (NPS/CSAT) while upholding a high standard of service. The objective is to foster continuous process improvement strengthen cross-departmental collaboration and support team development to ensure the best possible onboarding outcomes for clients.

Responsibilities

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.

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.

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.

Onboarding Oversight

• Oversee the teams client communication to ensure a positive professional experience from onboarding to activation.
• Address escalated client concerns or complex issues and support the team in resolution efforts.
• Track client feedback and ensure the team implements improvements based on insights from surveys NPS and CSAT scores.
• Collaborate with other departments including Technical Services Sales and Success to drive seamless integrations and support.
• Evaluate team performance metrics to uncover trends and areas for enhancement by utilizing KPIs such as installation time client satisfaction and activation rates.
• Partner with Quality Assurance to ensure the team follows processes and sets the clients up for success.

Skills & Knowledge

• Advanced leadership coaching and team development skills.
• Strategic thinking and operational planning abilities.
• Strong problem-solving decision-making and analytical capabilities.
• Ability to drive performance improvements by identifying trends analyzing data and implementing action plans to achieve team KPIs and enhance client satisfaction.
• Proficiency with relevant systems tools and metrics-driven management.
• Effective stakeholder management and cross-functional collaboration.
• Strong understanding of restaurant management systems and software solutions with the ability to guide and mentor the team on their effective use in client onboarding and training.
• Exceptional organizational and multitasking abilities with the capability to manage competing priorities track team performance and ensure project deadlines are met.
• Ability to maintain professionalism and composure when managing high-pressure situations or working with various client personalities and expectations.
• Knowledge of or experience in restaurant operations management or hospitality technology.
• Knowledge of or experience in a client-facing implementation project management or consulting role.
• Knowledge of using Customer Relationship Management (CRM) tools (Salesforce preferred)

Qualifications:

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

Previous Experience

• 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.
• Bachelors degree in Hospitality Management Business Administration or a related field required.
• An equivalent combination of education and experience may be considered.
• Relevant professional certifications (e.g. Customer Success Management Project Management) a plus
• Fluent in English (written and verbal).

Benefits:

At SpotOn we put people above everything else. Were known for our innovative software and technology solutions but we stand out because of the hard-working humans behind the tech. We cant take care of our clients without taking care of our employees first and thats why we invest in you with a competitive benefits package which includes:

• 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 $2000 per calendar year to assist with your professional development

Compensation:

• Our base pay range starts at $70000 -$85000 for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidates location and experience.

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 (@). If something seems suspicious please contact us at.

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.