Associate Manager, Installation & Go Live

Associate Manager, Installation & Go Live

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 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.

This position follows a hybrid work schedule in accordance with the Company's in-office work policy.

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.
• Periodic travel required for onsite training and installations to keep technical skills and field experience current.

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.

Installation & Go Live Oversight

• Manage day-to-day activities of a small team (8-15510) 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.

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.
• 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.

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.

Education / Professional Training

• 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.
• Relevant technical certifications (e.g., CompTIA A+, Network+, or vendor-specific POS certifications) may substitute for a formal degree.

Languages & Level of Proficiency

• Fluent in English (written and verbal).
• Additional languages are preferred but not required.

What's in it for you

Compensation

• Our base pay range for this role is:
• Chicago, IL: $71,000-$89,000
• Royal Oak, MI: $64,000-$80,000
• Offers will be reflective of the candidate's location and experience.

At SpotOn, we put people above everything else. We're known for our innovative software and technology solutions, but we stand out because of the hardworking humans behind the tech. We can't take care of our clients without taking care of our employees first, and that's why we invest in your wellbeing with a competitive benefits package designed to support your health, family, and future:

• Medical, Dental, and Vision Options: Nationwide plans to fit your personal healthcare needs.
• HSA with Employer Match: High-deductible health plan enrollees receive an annual company contribution to their Health Savings Account
• Company-Paid Life Insurance & Disability
• 401(k) Retirement Savings & Annual Employer Match
• Restricted Stock Units (RSUs)
• Pre-Tax Commuter Benefits
• Paid Parental Leave
• Paid vacation, 10 company holidays (including 1 floating holiday), sick time, and volunteer time off
• Monthly cell phone and internet stipend
• Education reimbursement up to $2,000 per calendar year to assist with your professional development
• Employee Resource Groups to build community and inclusion at work

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.