Manager | Client Operations
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
About SpotOn
Were not just building restaurant techwere 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(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 move fast care hard and fight for independent restaurant operators to do what they love and love doing it. If youre looking to make an impact with heart and hustle SpotOn is the place for you.
Position Objective
The Manager Client Operations 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 role oversees end-to-end account lifecycle operationsfrom onboarding and provisioning to ongoing maintenance and offboardingensuring efficiency accuracy and compliance with company standards. The ideal candidate is a detail-oriented leader with strong operational discipline process optimization expertise and a track record of driving team performance and quality control.
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.
Client Operations Oversight
- Manage end-to-end client account activities including but not limited to: enrollment Dealer Admin setup file builds provisioning order verification; account updates and maintenance including ownership changes rebooks SMB/LLDTek activations add-on orders returns/exchanges swaps/replacements out-of-warranty cases and system upgrades.
- Handle account closures product offboarding and cancellations in compliance with internal policies and contractual obligations.
- Ensure all account activities meet accuracy compliance and operational standards.
- Serve as the escalation point for complex account issues discrepancies or operational blockers.
- Collaborate with cross-functional teams to resolve escalations and drive process improvements.
- Maintain detailed records of account activities identify recurring trends and recommend enhancements to workflows and SOPs.
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.
- Deep expertise with CRM systems with strong Salesforce experience required.
- Exceptional attention to detail and commitment to data accuracy and quality control.
- Experience with workflow automation and system integrations in SaaS fintech or technology environments preferred.
- Extensive experience in operations client services or data management within SaaS fintech or technology organizations.
- Experience managing or supporting shared services or centralized support teams preferred.
- Proficiency with Salesforce and reporting tools required; familiarity with SQL Excel or BI tools is a plus.
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.
Education / Professional Training
- Bachelors degree in Business Administration Information Systems Operations Management Hospitality 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.
Languages & Level of Proficiency
- Fluent in English and Spanish (written and verbal).
- Additional languages are preferred but not required.
**This role requires attendance at the office three days a week and working from home two days a week.**
#Li-Onsite
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.
Required Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
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