SpotOn

Operations

• Manage end-to-end account updates, including RMAs, swaps, add-on orders and cancellations.
• Ensure all client account activities meet accuracy, compliance, and service standards.
• Maintain precise records across systems such as Salesforce and internal databases.
• Validate Work Orders and account details to prevent downstream issues.
• Coordinate with Implementation, Finance, Growth, Success, and Product teams to resolve account discrepancies.
• Support quality control by reviewing records and identifying data anomalies.
• Recommend process enhancements to improve workflow speed or data integrity.
• Uphold departmental SOPs, SLAs, and compliance standards.
• Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists.

Client Operations Specialist

Client Partner

• Manage a portfolio of Core Accounts (Segment C) using standardized engagement campaigns.
• Monitor account health and respond promptly to support inquiries or issues.
• Execute adoption campaigns and proactive check-ins to maintain satisfaction.
• Identify potential upsell or cross-sell opportunities through standardized programs.
• Promote additional SpotOn solutions to increase adoption across accounts.
• Partner with internal teams (Product, Implementation, Support) to deliver consistent client experiences.
• Escalate complex issues to senior CSPs when needed.
• Maintain accurate account records and engagement metrics.
• Use dashboards and reporting tools to track adoption and retention outcomes.

Associate Client Success Partner

Account Manager

• 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.
• 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.
• 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.
• 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.
• Oversee a team of Client Success Partners (account managers) handling high-value strategic accounts, ensuring measurable outcomes in retention, adoption, and expansion.
• Set the strategic direction for client success plans and guide the team in tailoring approaches that align with client objectives and maximize platform adoption.
• Monitor portfolio health across the team, reviewing key metrics to proactively identify risks and coach interventions that drive retention and revenue goals.
• Lead the team in renewal strategy and negotiation guidance, ensuring consistent execution that secures continued client engagement and net revenue growth.
• Enable the team to identify and capitalize on expansion opportunities, leveraging data insights, adoption trends, and executive business reviews.
• Serve as the escalation point for complex or high-impact client issues, supporting Account Managers to resolve challenges efficiently and effectively.
• Foster cross-functional collaboration by ensuring the team partners effectively with Product, Sales, Implementation, and Support to deliver cohesive client experiences and actionable insights.
• Drive process standardization, executive business review best practices, and performance reporting across the team to ensure ROI, client advocacy, and continuous improvement.

Manager, Strategic Account Management – Client Success

Product Manager

• Be the team leader for a group of PMs helping define the product strategy for the areas your direct reports own (Marketing, Guest Data, Labor, Shared Value). You will also be a major influencer in SpotOn’s overall product direction.
• Manage and coach a team of Product Managers as they investigate market opportunities, build roadmaps, and make strategic adjustments based on client needs, data, and business priorities.
• Be creative in your approach to product vision and design. SpotOn’s goal is not to chase what’s already out there—it’s to author the future of the industry we love.
• Work with cross-functional teams—Engineering, Design, Sales, and Support—to elicit, rationalize, and prioritize requests for new functionality.
• Assess market competition, client preferences, emerging technologies, and industry trends to identify what’s needed to maintain a competitive advantage.
• Build relationships with key business partners and serve as the internal and external evangelist for your product portfolio.
• Collaborate with product marketing on positioning and go-to-market strategies for your products.
• Audit workflows across departments to uncover repetitive, high-friction, and high-volume processes ripe for AI-driven improvement.
• Quantify impact in terms of time saved, output increased, or decision cycles shortened—and maintain a living AI opportunity roadmap aligned to company goals.
• Rapidly build and deploy functional AI-powered tools and automations using APIs, workflow orchestration platforms, and lightweight scripting. Launch pilots in days or weeks—not quarters.
• Partner with Engineering to productionize successful AI initiatives and define guardrails, governance, data handling standards, and monitoring processes.
• Create internal AI playbooks and best practices, run enablement workshops, and elevate AI fluency across teams.
• Track adoption, cycle time reductions, and measurable throughput improvements—and report impact to executive leadership.
• Continuously test and leverage insights—both customer feedback and AI experiment results—to inform decisions across your entire scope.
• Serve as a cross-functional advisor to leaders seeking to accelerate their functions, whether through better product or smarter AI deployment.
• Present to multiple audiences ranging from groups of SMBs to seasoned investors and executives.

Senior Director of Product, AI

• Own the end-to-end product roadmap for payment acceptance in card-present (CP) and card-not-present (CNP) environments, with a focus on hospitality use cases such as table service, counter service, bars, quick-service, and multi-location groups.
• Define the strategy for how each payment media type is presented and accepted at the terminal, including chip, contactless, ecommerce tokens, and white label loyalty, and set the metrics that measure acceptance health.
• Translate complex payment acceptance flows into simple, intuitive experiences for merchants and their staff, including refund, tip, adjustment, partial authorization, and offline/stand-in authorization scenarios.
• Design and optimize payment authorization, clearing, and settlement flows in alignment with ISO 8583, ISO 14443, and EMVCo Specification and other relevant scheme and network requirements, ensuring accurate, resilient, and compliant transaction processing.
• Partner with payment engineering teams to define requirements, APIs, and technical specifications for terminal integrations, SDK integrations, gateways, tokenization, risk services, and transaction routing.
• Monitor and improve key payment performance metrics (e.g., authorization rates, chargebacks, declines, retries, disputes, latency, reconciliation accuracy) and lead experiments to improve them.
• Collaborate with risk, compliance, and security teams to ensure adherence to network rules, card brand requirements, and industry standards (PCI DSS), and to define merchant onboarding, monitoring, and remediation workflows.
• Partner with GTM teams to package and position payment capabilities in a way that differentiates SpotOn for hospitality merchants, working closely with Sales, Account Management, and Customer Success.
• Use data and merchant feedback to prioritize features, quantify impact, and drive a rigorous experimentation culture for new payment capabilities (e.g., digital wallets, stored cards, recurring billing, surcharging or dual pricing where compliant).
• Lead discovery with external processors, acquirers, gateways, and third-party partners to evaluate and implement new capabilities, routing options, or cost-optimization opportunities.
• Ensure that operational teams (support, implementations, risk operations, finance, and settlement teams) have the tooling, workflows, and documentation needed to support merchants at scale.
• Act as the primary product point of contact for payment acceptance across SpotOn, aligning stakeholders around a clear vision, roadmap, and success metrics.
• Facilitate cross-functional decision-making, balancing technical constraints, regulatory considerations, and merchant needs to arrive at pragmatic, high-impact solutions.
• Communicate clearly and consistently with executives and senior leaders on trade-offs, risks, dependencies, and progress for payment initiatives.
• Drive alignment between product, engineering, design, operations, GTM, and finance by creating transparent backlogs, roadmaps, and status updates that keep everyone moving in the same direction.
• Advocate for hospitality merchants and their staff, bringing qualitative feedback and quantitative insights into planning and prioritization discussions.
• Mentor and influence peers and adjacent product teams on payment best practices, shared capabilities, and platform standards to avoid fragmentation and duplicate solutions.
• Contribute to a culture of accountability, urgency, and ownership, ensuring that cross-functional teams deliver high-quality releases on time and learn quickly from launches.

Product Manager – Payments

Platform Engineer

• Partner with platform and product teams to understand compute needs and translate them into durable infrastructure
• Own the performance, reliability, and cost efficiency of our compute layer
• Be a thought leader on responsible and effective use of AI tooling
• Mentor and grow engineers on the Compute team through design reviews, pairing, and direct feedback
• Stay current with emerging technologies and practices in developer experience and platform engineering
• Participate in on-call activities to support the stability of our products

Staff Platform Engineer

Product Designer

• Work closely with fellow product designers, researchers, product managers, and engineers to execute design solutions across platforms
• Design user flows, wireframes, accessible high-fidelity UI, and prototypes for web and mobile interfaces that address user needs and align with strategic goals
• Apply systems thinking to ensure design consistency and scalability across multiple products and features
• Leverage user research and data-driven insights to inform design decisions and continuously refine solutions
• Proactively identify design opportunities, surface user pain points, and propose scalable solutions
• Facilitate cross-functional workshops, design critiques, and collaborative sessions to align and push the work forward
• Effectively communicate with stakeholders, clearly presenting design rationale and articulating how designs drive measurable business impact
• Provide and apply feedback in order to iterate on design work, improving clarity, usability, and polish
• Apply and maintain SpotOn’s design system to achieve consistency across products
• Plan and execute user research efforts, synthesizing insights into actionable recommendations
• Mentor junior and mid-level designers through feedback, pairing, and sharing best practices

Senior Product Designer

• Help define the roadmap and long-term vision for SpotOn’s reporting platform.
• Partner with engineering teams to evolve the data models, pipelines, and systems that power customer-facing reports.
• Lead efforts to modernize and migrate existing reporting capabilities.
• Work closely with design to translate complex operational and financial data into clear, intuitive reporting interfaces.
• Ensure reports are accurate, reliable, and trustworthy for operators making day-to-day business decisions.
• Investigate merchant-reported issues and identify opportunities to improve reporting quality and usability.
• Take end-to-end ownership of reporting experiences—from defining the problem to delivering solutions that meaningfully improve how customers understand their business.
• Use AI-powered tools and emerging technologies to move faster, improve product development workflows, and deliver value to customers more efficiently.
• Collaborate with cross-functional teams—including Engineering, Design, Data, and go-to-market teams—to bring new reporting capabilities to life.

Product Manager – Reporting

Full-stack Engineer

• Build and maintain full-stack features across our merchant-facing reporting platform, from React components to Python and Go backend services.
• Develop and integrate RESTful APIs that connect frontend reporting experiences to underlying data systems.
• Collaborate with product managers, designers, and senior engineers to define requirements and deliver polished, user-facing experiences.
• Participate in code reviews, contribute to engineering best practices, and continue growing your technical skills with support from senior teammates.
• Debug and resolve issues across the stack, taking ownership of quality and reliability for the features you build.

Software Engineer, Data and Reporting

Account Executive

• Be a local representative for SpotOn in your community by offering advanced technology to local business owners that will help run and grow their businesses
• Travel to and from client sites within a designated geographical territory to prospect, build relationships, and sign up new local business owners and merchants
• Manage the full sales cycle from start to finish with a growing portfolio of clients
• Hit sales targets, with a particular focus on selling software & point-of-sale solutions along with payment processing
• Work closely with our extended Sales Support team to help reach your monthly sales performance goals

SpotOn

Client Operations Specialist

Associate Client Success Partner

Manager, Strategic Account Management – Client Success

Senior Director of Product, AI

Product Manager – Payments

Staff Platform Engineer

Senior Product Designer

Senior Product Designer

Product Manager – Reporting

Software Engineer, Data and Reporting

Territory Sales Representative – Restaurant Specialist

Territory Sales Representative – Restaurant Specialist

Territory Sales Representative – Restaurant Specialist

Territory Sales Representative – Restaurant Specialist, Fluent in Spanish

Territory Sales Representative – Restaurant Specialist