Associate Manager, Product Implementation

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. 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 View email address on click.appcast.io. 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. #J-18808-Ljbffr